Comments & Inbox
Respond to comments and DMs across every connected account from one inbox.
Who can use this
Comments and Inbox is for Workspace users with the organic_management permission. If you don't see Community Management in your workspace, ask your Hub admin to enable it.
All engagement across your connected accounts lands in one stream, so you can reply to comments and DMs without switching apps.
Work the inbox
Open Community Management
In your workspace, open Community Management to reach the inbox. You'll see comments and messages from every connected account in a single stream, with clear indicators showing which platform and account each interaction came from.
Don't see it?
The inbox requires the organic_management permission and may need to be turned on for your workspace. Contact your administrator if the option is missing.
Filter and search to focus
The inbox lists interactions newest first. Each entry shows the commenter's name, their message, and which of your posts they're responding to.
When you manage multiple accounts or platforms, narrow the view:
- Filter by platform to see only Instagram comments or only Facebook messages.
- Filter by account when you run multiple Pages or profiles and want one at a time.
- Toggle between unread and all items to prioritize what needs attention.
- Search by username to pull up every interaction from one person, or by keyword to find discussions about a specific topic.
Open a conversation and reply
Click any comment to open the conversation view. You'll see the original post for context, the comment thread, and a reply box.
Type your response and click Send. Your reply posts directly to the social platform as a reply to that specific comment. Any follow-up replies from the commenter appear right in the thread, so you can keep the conversation going without leaving Flamel.
Reply while it's fresh
Most social users expect replies within hours, not days. Answer a Monday question on Wednesday and the conversation feels stale, and the person may have already moved on.
Mark items read or unread
Use mark as read or unread to track what you've handled. If you want to circle back to something later, mark it unread as a reminder.
Timestamps and user details give you context: when the comment came in, and whether this is a regular commenter or someone new. That context helps you craft the right response.
Archive resolved conversations
Archive a conversation once it's resolved to clear it from your active view. Archived items aren't deleted (you can still get to them if needed), they just stop cluttering your main inbox.
Turn on notifications
Don't rely on remembering to check the inbox. In your notification settings, enable alerts for new comments and messages so you're pinged when engagement needs attention.
Match alerts to your volume
High-volume accounts may prefer periodic digests over an alert for every comment. Lower-volume accounts often want instant notifications so nothing sits unaddressed.
Response best practices
Social responses should feel personal and human, not corporate and scripted. Address commenters by name when you can, answer questions directly, and thank people for positive feedback. If someone has a complaint, acknowledge it and offer to help.
Speed matters, but so does quality. A thoughtful response that takes an hour beats an instant but tone-deaf reply. That said, most interactions don't need deep deliberation: a quick, friendly acknowledgment is often exactly what's needed.
Set guidelines for your team about what requires escalation. Most comments can be handled by anyone with inbox access, but product complaints, questions needing specialized knowledge, or sensitive situations might need routing to specific people.
Build community, not just damage control
The inbox isn't only for handling problems, it's a chance to build community. Respond to positive comments enthusiastically, ask follow-up questions that encourage deeper engagement, and recognize loyal followers who comment often.
Social platforms prioritize posts with active comment sections, so joining conversations actually increases your organic reach. A post where the brand replies to comments keeps showing up in feeds longer than one that sits with no activity. Treat every interaction as a chance to strengthen the relationship between your brand and a real person.