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Reply to Facebook post comments

Bring comments on your connected Facebook Page’s posts into CXP for your human team. Each commenter has a separate history for each post. Agents take over the Chat, select a received comment, and post one plain-text public reply. Comments are always handled by human agents. A Concierge Agent does not answer publicly. Internal notes and private Agent Assist suggestions stay inside CXP until an agent deliberately sends a public reply.

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Before you start

• You are an Owner or Admin to manage Settings > Social.
• Your Facebook Page is connected and active in enegel-app Integrations, with its destination set to CXP and credentials and permissions for comments.
• Your agents can read and reply to conversations and take over Chat work.

Use Open Integrations in Social for connection, authorization, subscriptions and reconnection. Facebook direct messages and comments share that Page connection and its destination. A working Messenger connection alone does not confirm that the Page has the permissions needed for public comments. Comments do not require a Direct messages Concierge Agent. You can configure Messenger independently on the same Page. For the separate Instagram account workflow, see Reply to Instagram comments.

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Enable comments and choose a team

1. Open Settings > Social > Facebook and find the connected Page.
2. Under Comments, enable Process comments.
3. In Assign comments to, choose All Agents or an active team in your organization. The selector appears while the toggle is on, before you save.
4. Select Save. Allow up to 60 seconds for configuration caches to refresh.
5. Use an authorized test comment on the connected Page to verify that a new conversation appears in the selected team’s work.

Processing is off by default. While it is off, CXP ignores incoming comments; it does not keep them for later import when you enable the setting. Unsupported feed events, reactions and comment edits or removals are also ignored. New conversations are assigned directly to the chosen team, without a routed offer. Follow-up comments keep the existing agent or team. If a conversation is unassigned, the next accepted comment assigns it to the current comments team. An unavailable saved team falls back to All Agents for new or unassigned work; the saved setting remains available for an admin to correct. An empty team or offline members do not make the selection invalid. Changing the setting does not move already assigned work. Turning comments off hides the team selector and preserves its selection. You can disable comments even if that saved team is no longer available. Once caches refresh, new comments are ignored and new public sends are blocked; already submitted work cannot be recalled. Disabling does not remove existing conversations or their protections.

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Take over and reply to one comment

For example, Nora asks about returns on your shop’s product post. Another person comments on the same post, while Nora adds a second question. Nora’s two comments appear together; the other person’s comments appear in a separate conversation. New conversations use the start of the first customer’s comment as their subject, shortened to 80 characters with an ellipsis when needed. An empty comment uses Facebook post comment. Later comments and existing conversations keep their subjects.

1. Open the conversation from the team’s View and select Take Over. Assignment alone does not give you permission to send; you must belong to the active Chat.
2. Review the original post above the session’s first comment, followed by the flat, chronological comment history.
3. Select Public reply. Comment is the only public channel.
4. In Reply to comment, review the selected comment. A fresh reply defaults to the latest eligible customer comment. With several comments, use the dropdown to choose another; with one, the selector is disabled. An empty-text comment appears as Comment at 10:30 AM.
5. Enter plain text, up to 2,000 Unicode characters. Use Emoji at the bottom left to insert an emoji at your cursor or replace selected text. Select Post reply at the bottom right of the reply input.
6. Reply submitted means CXP accepted the reply. Check for any later internal delivery failure; it does not confirm that Facebook posted the reply.

There are no outgoing attachments, images or formatting controls, and replies are not split into several comments. The reply goes to the selected comment, not to a different comment when new ones arrive or to the top-level post. Facebook can still reject a reply under its own rules. The target selector waits until conversation details and the full history load successfully. Reload after an error. New comments preserve your chosen target and draft. After a successful send, the empty composer selects the latest eligible comment again. If that target becomes unavailable, CXP keeps your text and asks you to choose a replacement, even when only one remains. It never silently changes the recipient of a draft. You must reopen Resolved or Closed work before replying; comments in an ended session are unavailable until that session is restored. Use Internal note for private coordination. Notes have a separate draft and are never posted to Facebook. Public comments do not use Messenger’s 24-hour reply window and do not extend a direct-message window.

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View images in received comments

When a new Facebook comment includes a supported image link, CXP displays the image beneath the comment text. Comments containing only an image are also shown and can be selected for a text reply. Select the image to open it in a new tab. Images load directly from Facebook. They are not copied into CXP and may expire, be removed or become unavailable later, including when reviewing closed work. If loading fails, the message shows Image unavailable. The comment text and reply controls remain available. Images in earlier comments are not backfilled, and agents’ public replies remain text-only.

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Review the original post

An internal post preview appears before the first received comment in each Chat session. It loads automatically from Facebook when the conversation opens, so you can review the post alongside the customer’s question. It also loads when opening from a View or switching conversation tabs; no page refresh is needed. The preview adjusts to the post’s content height. Its Facebook, comments and Share links open a separate tab or window, keeping your CXP conversation open. The original post remains available when reviewing Resolved or Closed conversations; you do not need to reopen them to view it. A deleted, restricted or unavailable post, or a blocked browser preview, does not prevent comment intake or replying. If the preview is unavailable, CXP shows a fallback. Choose Retry preview to try loading it again, or View on Facebook to open the post directly. These options appear when a safe post link is available. A new Chat session gets a new preview, including when it reuses a conversation. CXP does not reconstruct Facebook’s threaded layout or synchronize remote edits and deletions.

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Understand the public Contact

CXP creates a protected Contact for each Page, post and commenter combination. The same person on two posts intentionally has two Contacts, possibly with the same name. These records do not establish unique-person counts or identify the person’s Messenger account. The initial display name comes from the received comment when available; missing names do not prevent intake. CXP does not fetch a profile, add email or phone, refresh that name, or combine this record with private customer history. Public Contacts are read-only. You cannot edit their profile or custom fields, merge them, change the conversation’s Contact, merge their conversations, or start private email or ordinary manual conversations from them. These protections remain after Chat ends and after comments are disabled. Assignee, takeover, status and internal-note controls retain their normal permissions. See Contacts.

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End and resume the work

• Resolved releases the agents from active Chat workload but keeps the comment session available. Reopen the conversation before sending another reply.
• Closed ends the comment session and its active agent participation.
• End Chat also ends the session. Pending keeps it active.

These actions do not post public lifecycle notices. To follow up on the same comment after resolving or closing, reopen the conversation. CXP restores its most recent comment session and joins the current directly assigned agent to the Chat. If the conversation is assigned to a team or is unassigned, select Take Over before replying. Then select the original received comment in Reply to comment and send your follow-up. Older ended sessions in that conversation remain ended. Reopening is blocked if another conversation already has an active comment session for the same Page, post and commenter. Your organization’s existing Simple-mode reopening restrictions also apply. CXP does not automatically reactivate historical ended sessions. A new comment on a retained Resolved session reopens the same conversation and continues the same session in both Simple and Advanced modes. A new comment after Close starts a new conversation, unless you have already reopened the old one. When there is no active session after End Chat, ordinary rules apply: Simple mode can reuse the Contact’s newest eligible nonclosed conversation; Advanced mode creates another conversation. New sessions are always human handled. Accepted input also reopens Pending work; duplicate input does not reopen work.

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Save a Facebook comments View

1. Open Search and add Social source > Facebook comments.
2. Add other criteria if needed, such as Status Open or your team.
3. Save the search as a View, or configure the same filter in a shared View.

Use the source filter without Media = Chat when you want ended or closed work to remain eligible. Media describes currently active sessions; Social source records source labels accumulated on the indexed conversation. The same filter offers Facebook DMs, Instagram DMs and Instagram comments. Use Instagram comments for that account’s public work. Multiple selections match any selected source and combine with other filters. Excluding a source excludes a conversation containing that label even when another source is also present. Labels remain through ordinary updates and session end. Coverage is best effort: older conversations are not backfilled, indexing may lag or fail, and rebuilding a lost search record may not recover all earlier labels. An unlabeled record does not match inclusion and remains eligible for exclusion. Absence of a label does not prove that the conversation has no social history. See Social source filters.

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Delivery limits and troubleshooting

Incoming hooks can be acknowledged before the comment is saved. A reply saved in CXP can remain unsent. Delivery uses bounded duplicate suppression for up to seven days; there is no durable replay queue or permanent exactly-once guarantee. Do not repeatedly resend an uncertain result. CXP does not automatically change the selected target, fall back to a direct message, or retry an unknown public posting outcome. Moderation, comment-to-DM conversion and historical import are outside this feature. Instagram comments use their own connection and reply-placement rules.