# 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).


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.zaapi.com/comments/managing-comments-in-zaapi.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.