Managing Social Comments in Conversations

Social Comments in Conversations pulls comments from supported Social Planner posts into your Conversations Team Inbox alongside SMS, email, and direct messages. Each comment appears in its own thread with details about the original post. You can reply publicly, continue through a supported DM, and manage the commenter as a contact.

Supported platforms: Facebook, Instagram, and TikTok.

Important: Only comments on posts published through Social Planner are synced. Posts published directly on the social platforms are not included.

How Contacts Are Created

When someone comments on an eligible Social Planner post, Captivation Hub automatically creates or matches a contact record.

• New commenter: A new contact is created automatically.
• Returning commenter: The comment is matched to the existing contact associated with that social identity.

This means your team can track interactions and follow up without manually creating contact records.

Replying and Sending DMs

You can respond to synced comments directly from Conversations using two options:

• Public Reply: Respond beneath the original social media comment.
• Direct Message (DM): Continue the conversation privately when the platform supports it.

DM availability depends on the platform's messaging permissions and restrictions.

Identifying Comments with Buying Intent

You can configure buying-intent keywords to help your team find comments from people interested in purchasing or booking. For example, if someone comments "What's the price? Can I book for Saturday?", keywords like "price" and "book" will flag that comment for follow-up. You can also filter for comments that contain questions and sort to prioritize potential leads.

Step 1 — Enable Comment Sync (Admin Setup)

Before social comments appear in Conversations, comment sync needs to be enabled. This is done at the admin level for your account. If you don't see Social Comments in your Conversations inbox, check with your account admin to make sure this step has been completed.

Step 2 — Select Which Platforms Sync Comments

Once sync is enabled for your account, you can choose which connected social platforms send comments to Conversations.

1. Go to Marketing → Social Planner → Settings → Comments.
2. Enable comment sync for the platforms you want to use (Facebook, Instagram, TikTok).
3. Save your changes.

The social accounts must be connected and the posts must have been published through Social Planner.

Step 3 — Find Comments in Conversations

After sync is enabled, eligible comments start appearing in your inbox.

1. Open Conversations → Team Inbox.
2. Select the Social Comments filter.
3. Open a comment thread to see the comment text, the original post thumbnail, and available reply options.

Step 4 — Reply and Follow Up

1. Open the comment thread you want to respond to.
2. Review the original post for context.
3. Choose Public Reply or a supported DM option.
4. Type your response and send it.

To prioritize leads, use the buying-intent keywords and filters to surface comments that need attention first. Supported workflows can also be configured to automate follow-up actions.

What Happens If You Turn Off Sync?

If comment sync is disabled, new comments stop appearing in Conversations. Existing contacts, conversations, and workflows are not deleted — only new comments stop syncing.

If comments stop appearing, check that the post was published through Social Planner, the platform is supported, sync is enabled, and the social account connection is still active. Reconnect the account from Social Planner Settings if needed.

Frequently Asked Questions

Will comments on posts I published directly on Instagram or Facebook sync?
No. Only posts published through Social Planner are supported.

Can I reply without leaving Captivation Hub?
Yes. You can reply publicly and send supported DMs directly from Conversations.

Can I disable sync for just one platform?
Yes. Go to Marketing → Social Planner → Settings → Comments to manage sync by platform.

Which platforms are supported?
Facebook, Instagram, and TikTok at launch. LinkedIn, YouTube, Pinterest, Threads, Bluesky, and Community are planned for future support.