Managing comments in Zaapi

What are Comments?

Comments in Zaapi are public posts left by people on your Facebook or Instagram posts and ads. Zaapi pulls them into a dedicated Comments view alongside your Tickets so your team doesn't have to switch between Zaapi, Facebook, and Instagram to keep up with public engagement.

Unlike Tickets (which are private direct messages), Comments are public — your replies are visible to anyone who can see the post.

How Facebook post comments appear in Zaapi

When someone comments on a Facebook post or ad belonging to a Page connected to Zaapi, the comment appears in Comments → Facebook within seconds.

For each comment, Zaapi shows:

• The commenter's name and profile photo

• The comment text and any attached image

• The post or ad the comment was left on

• The Page that received the comment

• Reply controls — Reply, Like, Hide, Delete

How Instagram post comments appear in Zaapi

Instagram comments work the same way as Facebook comments. They appear in Comments → Instagram as soon as they're posted, with the commenter's handle, the comment text, and the post they were left on.

Instagram requires that your Instagram account be linked to a Facebook Page (via Meta Business). See How to connect Instagram in the Channels & Integrations section.

Replying to a comment

1. Open the comment in the Comments view.

2. Type your reply in the reply field below the comment.

3. Click Reply.

Your reply posts publicly under the comment on Facebook or Instagram. It also appears in the comment thread inside Zaapi.

Hiding and deleting comments

To hide a comment (so it's no longer visible to other users on Facebook or Instagram, but isn't deleted):

1. Open the comment.

2. Click the More menu (⋯) and choose Hide.

To delete a comment permanently:

1. Open the comment.

2. Click the More menu (⋯) and choose Delete.

3. Confirm.

Deleted comments are removed from the post and cannot be recovered.

Converting a comment into a Ticket (starting a private DM)

If a comment is best handled in private (for example, the customer mentions an order number or wants a refund), you can move the conversation into a private DM Ticket:

1. Open the comment.

2. Click Send private reply.

3. Type your message.

4. Click Send.

A new Ticket opens in your Inbox on the corresponding channel (Facebook Messenger for Facebook comments; Instagram DM for Instagram comments). The original comment remains in the Comments view, and the new Ticket links back to it.

Filtering Comments by post or page

The Comments view supports filtering so you can focus on a specific post or Page:

1. Click Filter at the top of the Comments list.

2. Filter by Channel (Facebook, Instagram), Page, Post, or Date.

3. Apply.

Comment Automations (auto-reply rules)

You can set up automatic replies to incoming comments — useful when a post or ad gets high comment volume and you want to respond quickly with a standard message.

1. Go to Automations → Basic Automations.

2. Choose Auto reply to Facebook/Instagram comments.

3. Pick the channel (Facebook or Instagram), the Page, and (optionally) a specific post.

4. Choose a trigger — for example, all comments, or comments containing certain keywords.

5. Write the auto-reply message.

6. (Optional) Choose to also send a private reply (DM) and/or hide the original comment.

7. Save and toggle the rule On.

For more advanced comment automations — branching logic, AI handoff, multi-step flows — use the Flow Builder (see the Automations section).