Posts
If you have the Facebook or Instagram comments channel connected, two conversation types share the Inbox:
| Type | What it is | What you see when you open it |
|---|---|---|
| Conversation | A direct-message chat with one person. | Chat bubbles, one after another. |
| Post | A post or reel with comments from many people. | Comments organized in threads. |
This page covers Posts. The rest of the Inbox — statuses, assignment, search — still applies; what changes is the list row and the center panel.
To connect the channel, or to understand private replies and Meta's limits, see Comments . This page only documents what you see and do from the Inbox.
How they look in the list
A Post does not show a contact name. The row shows:
- The post text (or "Post" if it has none).
- The number of people who have commented.
- An unread count that is the sum of unread items in each thread. Opening one thread only clears that thread, not the rest of the post.
They are mixed in with your regular chats. To separate them, use the Type filter (Posts / Conversations) in the Inbox or in search .
How threads are handled
When you open a Post you will not see chat bubbles. You will see threads: a root comment and its direct replies, the same way they appear on Facebook and Instagram. Meta only allows two levels, so there is no "reply to a reply": the whole thread is answered at the same level.
Each thread can be:
- Replied to in public, under the comment.
- Replied to privately, with a direct message to the person who commented. That opens a new DM conversation — it stays a separate chat and is not merged with the Post. Details and Meta limits are in the channel introduction .
- Resolved, when nothing is left to answer (for example, they only said "thanks"). A new comment from that person reopens the thread.
- Assigned to a team member, the same as a regular conversation.
The conversation screen describes a direct-message chat. If you open a Post, the center panel is this thread view; the right-hand panel (contact, tags, notes) is still available for the person on the comment you have selected.
Next step
If comments are not arriving yet, connect the channel: