Reply to Facebook and Instagram comments

A comment under a post is a customer question like any other. It just doesn’t look like one, because it’s sitting in a different app with the likes and the tags. As part of the Got Your Back release, here’s a closer look at how Herodesk pulls those comments in so they’re handled like the support they are.

A queue just for comments

Comments on your connected Facebook page’s posts and your Instagram media arrive in Herodesk in their own queue, separate from your Messenger and DM conversations. They’re grouped under the post they belong to, each with its caption, a thumbnail, and a link back to the platform, so you can see what someone is reacting to without opening Facebook or Instagram.

Reply in public, or take it private

Answer in the comment thread for everyone to see, optionally @-mentioning the person you’re replying to. Or reply privately, and the conversation carries on as a direct message with the history attached. That’s the natural move when a public thread turns into “can you check my order?” You can also leave an internal note for a colleague, or hide a comment on the platform when that’s the kinder option.

Track every thread to done

Each comment thread is open or done, so nothing sits half-answered. Filter the queue to find what still needs a reply, and once a thread is handled you can mark it done or delete it. Comments are answered by your team rather than the AI agent, so the tone under your posts stays yours.

Where to find it

The comment queue is part of the Facebook and Instagram channels: connect a Facebook page or an Instagram account and comments start arriving alongside your messages.

Messenger and Instagram DMs are free on every plan; the public comment queue is available on Herodesk Plus and Pro.