How do I reply to comments on Facebook and Instagram from NinjaHQ?

Open Marketing > Social inbox, find the comment under Needs a reply, type a reply or pick a saved one, and press Reply. Hide spam instead of deleting.

Where: Marketing > Social inbox

Who can do this: Owners, Managers, Front desk staff

Every comment on your Facebook Page and Instagram shows up in one list, and the inbox keeps track of what still needs an answer.

Before you begin

The Social inbox must be connected.

Steps

Open Social inbox. The Comments tab opens on Needs a reply.
Read the comment. Each shows the post it is on, the conversation under it, and a "question" tag when it looks like a question.
Type your answer in the reply box. Or pick one from Saved replies…, where {name} becomes the person's first name.
Press Reply. It posts as your Page or Instagram account, and the comment moves to Done.

Other buttons on each comment:

Done, no reply needed moves it to Done without replying. Needs a reply brings it back.
Hide hides it on the network; Unhide reverses it.
Delete (owners only) removes it for good.

Filters

Use the tabs Needs a reply, Done, Hidden and All, and the chips Both, Facebook and Instagram. Press Check now to read new comments at once; otherwise they come in about every five minutes. The top shows how many need a reply, the share answered in 30 days and your typical time to answer.

Saved replies and hidden words

Owners open Saved replies and hidden words:

Write Saved Replies one per line as Label | text.
Add Hide Comments with These Words by Themselves separated by commas (spam, abuse, a competitor's name).
Tick Also hide comments that contain a link if you want.
Press Save. Auto-hidden comments are listed under Hidden.

Troubleshooting

Old comments are missing. The first read only brings in comments from about the last 14 days as open. Older ones start in Done.

Replies fail. Facebook may have ended the connection. Look for the red notice and connect again.

Questions

Does hiding a comment tell the person?

No. A hidden comment stays visible to the person who wrote it and their friends, so they do not know it is hidden. Everyone else stops seeing it.

Who can delete a comment?

Only owners. Deleting removes it for everyone and cannot be undone, so hiding is usually better.

Do I get notified of new comments?

The menu shows a number beside Social inbox for comments that need a reply. Staff alerts do not include names.