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Engaging with comments on your social media pages is crucial for fostering a strong online presence and building meaningful connections with your audience. It provides an opportunity to address queries, resolve concerns, and express gratitude for positive feedback, showcasing a customer-centric presence. Additionally, active engagement boosts algorithmic visibility, potentially expanding your reach and attracting new customers. Proactive social media interaction is a powerful tool for cultivating a loyal customer base and enhancing your business's overall reputation.

With Business Center, you can respond to comments on all of your social media pages from one place. To do so, navigate to Social>Comments

From here, you will be able to see comments from all connected social media pages in your Social Inbox. 

Article Navigation:

• Sort & Filter Your Comments
• Comment Queue
• Respond to Comments

Sort & Filter Your Comments

By default, comments from all social media pages will be displayed in chronological order starting with most recent.

To filter by a specific social media page, click on the drop-down, and use the checkboxes to select which inbox you would like to have displayed.

To change the order in which your comments are displayed, click on the order drop-down, where you can order your comments by:

• Time - displays comments in chronological order staring with most recent. Note that this is based on the time of the comment itself, and not the original post
• Engagement - sort by popularity, based on either the most likes or the most comments on the post
• Platform - sort the comments based on each social media page that they came from. Note that multiple instances of the same platform are listed separately.

To filter your inbox by a keyword, type your keyword in the field provided. This will filter the list to only show comments containing that keyword. This is most helpful when searching for a specific comment or type of comment. 

Comment Queue

Below the filters, your comments will be displayed in order according to the filters set. Use the toggle at the top to display All Comments, Comments Assigned to Me, and Unassigned Comments

When viewing a comment, here are the actions available to take:

• Delete - This will delete the comment from the social media page on which it was originally posted
•  Hide - this will toggle whether the post is hidden or visible on the social media page where it was posted
•  Reply - This will open a text field where you can reply to the post, which will display the response publicly on the social media page
  • 
• Assign Message - Assign this comment to one of your staff members to handle
• Internal Comments - leave a comment on this post within Business Center that can be seen by you and your staff. This does not post the comment to the social media page or notify the customer in any way
• Mark as Completed - This will move the post to the Archive and remove it from your queue. 

Respond to Comments

To reply to a comment, locate it in the queue and click on the Reply icon

A text field will appear below the comment. Enter your response, and click the Send icon

Your response will automatically appear on the post. In addition to writing your own comments, you can create Canned Responses. Canned Responses are saved messages that you use frequently, which can save time with repetitive inquiries. To create a Canned Response, click on Manage Canned Responses. Then, click on Create New Canned Response

In the window that appears, give a Name to your response (note that this is internal and will not be displayed publicly) and the response itself. Click on Create when you are finished.

The response will appear below the text field in future comment responses, and you can add it with one click!