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Mango9

Social Post Comments

Answer public questions, assign follow-up and keep your team’s private notes together.

In the CRM: Social Media → Posted → Comments tab

Turn public interest into a useful next conversation

Comments brings together public conversations attached to your published Meta posts. Choose the account and thread, read the question and reply as the connected business account.

For example, someone asking whether you serve their area can receive a clear answer and a booking invitation. A question about an offer can help your team improve the next caption or prepare consistent wording for similar enquiries.

The current Comments screen before any comment threads have been saved for this account. Select the image to enlarge it.

Find the conversation to handle

  1. Filter by Account, Status, Assignee or whether the conversation is linked to a post. Search by name or message when you know what you need.
  2. Use All, Unread or Assigned to me in the thread list.
  3. Open a thread and check the related post and business account.
  4. Use Refresh comments for the selected conversation or Refresh inbox to check account history.

Reply or leave a private team note

Choose Public reply when answering the person on the social post. Check the displayed sending identity and wording, then choose Send reply. Use the available template and emoji controls to prepare a consistent answer and personalize it for the question.

Choose Internal note for context intended for your team, such as “Sales will confirm the service area.” Save the note through that mode. Reply drafts remain in the current tab until it is closed or reloaded, so send or save the intended work before leaving.

Give the next step an owner

Choose Assign to when a teammate should handle the thread. Mark handled after the required response or follow-up is complete. These controls organize your team’s work; the public comment remains on the platform.

Use Conversations → Inbox for private social messages. Keeping the public answer and the private follow-up in their respective conversations helps the customer and team follow what happened.

Use comments to improve the campaign

Review the questions behind the engagement numbers. If people repeatedly ask about pricing, availability or booking, make the next post clearer and update the team’s reply wording.

If the next step is a call or text, direct the customer to your published business number. Staff can handle the conversation through their assigned extension, and a configured AI agent can answer routine questions or book an appointment using its business instructions.