Comment Moderation

Posts Inbox

The Posts Inbox lets you moderate all comments on your Facebook, Instagram, and TikTok publications from a single place, without mixing them with your chats and direct messages.

What can I do with this feature?

From the Posts Inbox you can:

Reply to comments publicly
Reply privately by sending a direct message
Hide comments that are inappropriate (the author is not notified)
Permanently delete comments
Like comments
Assign comments to team members
See the full context of each publication

How do I access the Posts Inbox?

Go to the Conversations section.
In the left side panel you will see two options:
- Inbox: Your chats and direct messages (works as before).
- Posts: Your publications and their comments (new inbox).
Click Posts to access comment moderation.

Understanding the interface

Publication List

The main list shows all your publications that have received comments. Each row represents a publication and displays:

Publication thumbnail
Total number of comments
Indicator of unanswered comments

Publication View

When you open a publication you will see:

Header with counters: Total comments, unanswered comments, hidden comments, and deleted comments.

Comments area: Comments are organized into threads. A thread is a top-level comment along with all its replies.

Side panel: Information about the selected user and conversation history.

Moderation Actions

Reply publicly

Select the comment you want to reply to.
Click Reply or press the R key.
Write your response.
The reply will appear in the thread, visible to everyone.

Reply privately

Select the comment.
Click Reply privately.
A Messenger conversation will open with that person.
The thread will be marked as “Replied privately”.

Important Note:

The private conversation appears in the Inbox (Chats), not in Posts.

Hide a comment

Select the comment.
Click Hide.
The comment will no longer be visible to the public.
The comment author does not receive a notification.

To show a hidden comment, select it and click Show.

Delete a comment

Select the comment.
Click Delete.
The comment is permanently removed.

Important Note:

This action cannot be undone.

Like a comment

Select the comment.
Click the Like icon.

Comment Assignment

You can assign comment threads to specific team members:

Select the thread you want to assign.
Click Transfer/Assign.
Select the group or agent.
Optionally add tags or notes.
Click Transfer.

Note: Individual threads are assigned, not entire publications. This avoids overloading an agent with publications that have many comments.

Comment Statuses

Status	Meaning
Unanswered	The thread is pending attention
Answered	An action has already been taken (reply, hide, or delete)

When you hide, show, or delete a comment, the thread is automatically marked as “Answered” because you have already taken a moderation action.

Available Filters

You can filter your publications by:

Page/Account: View publications from a specific page
Activity: All, today, this week, this month
Publication type: Photo, video, status, link
Promotion: View only promoted publications (ads)

Keyboard Shortcuts

Key	Action
Up/down arrows	Navigate between publications or comments
R	Open the reply field

Shortcuts allow you to moderate faster without using the mouse.

Supported Channels

Facebook

All features available.
Only “Like” is available (no other reactions).
Actions sync in both directions.

Instagram

All features available.
Images cannot be sent or received in comments.
Changes made in the Instagram app do not sync to Reach.

TikTok

Reply, hide, delete, and like are available.
Private reply is not available (TikTok limitation).

Frequently Asked Questions

Why don’t I see the “Posts” tab?

This feature must be enabled on your account. Contact your account manager or support to activate it.

Why was a comment marked as “Answered” if I only hid it?

That is the expected behavior. Hiding, showing, and deleting are considered moderation actions that mark the case as handled. If the person comments again, the thread will automatically reopen.

Where do I see the message when I reply privately?

The private message opens as a Messenger conversation and appears in the Inbox (Chats), not in Posts. A mark is left in the comment thread indicating that it was replied to privately.

Why don’t I see my old publications?

The inbox shows publications from the moment they receive a new comment. Historical publications with no recent activity are not loaded.

Can I edit a comment made by my page?

Editing comments from Reach is not currently possible. This feature is under evaluation.

Does the author know when I hide their comment?

No. When you hide a comment, the author can still see it normally, but the rest of the public cannot. Facebook does not send any notification to the author.

Can I see what reactions a comment has?

You can see the total number of reactions, but not the breakdown by type. This is a limitation of the social media API.

Troubleshooting

Problem	Solution
I don’t see the “Posts” tab	Contact support to enable the feature
My page doesn’t appear in the selector	Verify that comment management is enabled for that channel
A moderation action fails	Verify that the page permissions on Facebook are correct
The publication list won’t load	Refresh the page; if it persists, contact support
”Reply privately” is disabled	Facebook blocks it if a reply was already sent, 7 days have passed, or the comment is hidden

Need help?

If you have questions or issues with comment moderation, contact our support team with the following information:

Your Reach account name
Affected page or channel
Description of the problem
Screenshot of the error (if applicable)