Open a thread, type in the “Write a reply” box and click “Send” or press Ctrl+Enter (Cmd+Enter on a Mac). Above the box you can see where the reply will go, e.g. “Reply under the comment, visible publicly”.
5 seconds to undo
The reply doesn’t go out immediately. For 5 s you see a notification with an “Undo” button. Hiding, deleting and liking a comment work the same way. After that, the action goes to the platform. If the platform rejects it, the thread shows “Not sent” with the reason, and you get a notification.
Templates and AI suggestions
- Type / in the reply box or click “Templates”. The arrow keys pick a template, Enter inserts it, and you can edit the text before sending.
- “Suggest” writes a reply in the brand voice for 1 AI credit. The suggestion goes into the reply box and is never sent automatically.
What each platform allows
- Facebook and Instagram: reply to, like, hide and delete comments.
- YouTube and TikTok: reply to, hide and delete comments.
- LinkedIn: reply to and delete comments.
- Google and Facebook reviews: public reply.
- Messenger and Instagram Direct messages: reply within 24 hours of the customer’s last message. After that, the reply box is locked until the customer writes again.
Deleting a comment can’t be reversed on the platform. Comments can be deleted by the Owner, Administrator, Manager and Moderator roles. A hidden comment is still visible to its author.