How to sort and triage Facebook Page comments in one inbox

VivaDialog puts the comments from every connected Facebook Page into one list. You can cut that list by whether a comment still waits for an answer, by tag, by who handles it, and by your own favourites. Automations can also tag, assign, or hide comments before anyone opens the inbox. This article shows what each filter does, using the labels in the dashboard.

The same inbox also holds Instagram comments and Threads replies, as the unified social inbox guide explains.

What the inbox lets you sort by

Two behaviours are easy to miss. The list runs newest first, using the time the comment was published. And All for comments includes the ones you already resolved or ignored, while for DMs it hides resolved conversations. If a Page comment seems to have vanished, check that the filter is not Waiting for reply. A comment leaves that view as soon as it has a public reply, is hidden, or is marked resolved or ignored.

Search DMs and comments finds a comment by the author’s name or by its text. Using the inbox describes every control.

A triage routine that uses those filters

1. Open the Comments view with Waiting for reply. This is your queue.
2. Open the oldest comment that matters. Click Reply for a public answer, or Reply by DM to send the person one private message. Meta allows one private DM per comment, within 7 days of the comment.
3. Click Resolve when a comment needs nothing more, or Ignore for noise. Both clear it from the queue without a reply.
4. When a comment needs someone else, set Handled by to a teammate and add a tag such as complaint or refund. A tag can be up to 50 characters.
5. Use Write with AI if you want a draft. Nothing is sent until you press send, and each draft uses one AI reply from your monthly quota.

Replies you write by hand here are never counted against your plan’s conversation quota, and they go out even when the quota is used up. What counts as a conversation has the details.

Hand comments to the right person

Handled by is the way a comment reaches a teammate, because new comments do not send notifications on their own. A comment assigned to a person, by a teammate or by an automation, sends that person a notification, unless they assigned it to themselves. They can choose Only conversations and comments assigned to me in their notification settings. The notification shows who wrote the comment and the workspace, and never the comment text. Notifications and adding VivaDialog to your home screen covers the setup.

Add a Team note for context, for example “asked about a refund, call back Monday”. Only your team sees notes.

Let an automation pre-sort comments

An automation can tag, assign, or hide a comment without replying. In Automations, click New rule, then:

1. Under What starts this automation?, choose New comment.
2. Under Which messages?, type the Words to look for, such as refund, broken, wrong item.
3. Under How should it reply?, choose Don’t reply. The form notes that nothing is sent and points you to Advanced settings.
4. In Advanced settings, fill Tag with a label such as complaint, and choose a person under Assign to.
5. To keep the rule on your Page, select it under Only on.
6. Use Test it first, then click Save rule.

Two things to know:

• An automation never overwrites an assignment. If a comment already has someone handling it, the rule skips the assign step and shows “Already assigned.” in its History.
• If the person you chose has left the workspace, the History says “The person to assign is no longer in this workspace. Choose someone else in the automation.” Edit the rule and pick someone else.

The Hide comment option hides a comment on Facebook, Instagram, or Threads, and skips live video comments. The template Hide spam comments hides comments that contain words from your spam list and tags them spam, with no reply. Hidden comments show a Hidden label in the inbox. Hiding a Facebook comment is in the product, but the code that does it is marked as not yet tested live on a Page, so try it on one test comment first. How to bulk hide bad comments on Instagram explains what the hide action does and does not cover.

Automations only act on comments that are at most 24 hours old, so they do not sweep your backlog. For a pile of older comments, use the filters above. How automations work lists every action.

Labels you will see on a sorted comment

• AI replied means an automation answered the comment with AI.
• Sent by an automation and Written by AI mark replies that went out automatically.
• Hidden means an automation hid the comment on the platform.
• A label such as Price, Wants to buy, Complaint, or Spam is what the AI understood the customer wanted. It appears when an automation answered with AI.

Frequently asked questions

Can I sort Facebook comments by post?

Not in the inbox filters. The filters are tag, who handles the comment, favourites, comment status, and Page. In an automation you can limit a rule to chosen posts: the list shows your posts that got a comment in the last 30 days, and you can pick up to 20.

Do comments from several Facebook Pages share one inbox?

Yes. Connect each Page under Settings, Channels, and the inbox lists their comments together. Use the Accounts picker to look at one Page. How to connect your Facebook Page has the steps.

Does it work for Instagram and Threads comments too?

Yes. They share the same list, with their own platform tab. On Threads there are no DMs, so Reply by DM is not available there.

Can I reply to a comment by DM from the inbox?

Yes, once per comment and within 7 days of it. How to send an automatic DM when someone comments on a Facebook Page covers the same rule for automations.

Are comments I resolved deleted?

No. Resolve and Ignore only clear a comment from the pending list. You can find it again under Resolved.

VivaDialog is in early access right now, and participants get the Growth plan free for 30 days. The pricing page has the details.