How post comments show up as chats
Every top-level comment on a post becomes a chat, and the replies join it. You see the post card above the thread, and reply publicly or privately from the same place.
Steps
Where comments come from
Merging a comment with the private chat
If the person has a private chat with you, their comments move into it. On Instagram and TikTok this happens automatically. On Facebook it happens after the first private reply, and their earlier comment threads are merged into the private chat.
Records
The person who comments becomes one record in the unit linked to the session, with a source such as instagram_comment. Your page’s replies don’t create records.
Changes made on the platform itself
Comments don’t open the messaging window. Comment permissions are the same as the channel’s permissions in the chats matrix.
If something goes wrong
A real example
The course ad post collected 200 comments, and some of those people messaged the page too.
- The team filtered for comments on Instagram.
- Comments from people who had messaged the page showed inside their private chat.
Each employee answered each person once, instead of replying to their comment and their message separately.