Social Inbox

What is Social Inbox? Social Inbox is a unified Moderation Hub for Facebook and Instagram posts with comments nested beneath each post. Reply, triage, and escalate without switching platforms.

Accessing Social Inbox: Navigate to Dashboard → Posts → Social Inbox (or Social Inbox in the sidebar). The page defaults to a recent window and shows posts from pages in your Admin account scope.

Hub KPIs:

Pending Triage, Avg Response Time, and Resolved Today count replies made in ProfilePilot or synced page-owner replies from Facebook/Instagram.

Auto-Mod Rules:

Configure keyword/sentiment rules that tag or flag comments inside ProfilePilot on sync. Auto-hide or block on Meta Graph is on the public roadmap—not live yet.

Escalation Bridge:

Manually escalate a comment into Smart Inbox (optional Notify Store Lead note). Auto-escalate only runs when the settings master switch is on and a matched rule includes escalate.

Statistics Cards:

Feed stats summarise the selected date range:

• Posts — number of posts fetched from connected pages

• Comments — total top-level comments across all posts

• Needs Reply — comments with no reply yet (PP or channel)

• Response Rate — percentage of comments that have been replied to (replied ÷ total × 100). For client reporting, Reputation Deep Dive / Social Inbox Deep Dive use an actionable-only denominator (negative / critical / inquiry / stock / flagged) so praise and spam do not deflate the rate.

Date Range Filter:

Use the "From" and "To" date pickers in the top-right to narrow the feed to a specific period. Changing dates automatically reloads the feed.

Filtering Options:

• Page selector — if you manage multiple location pages, pick a specific page to see only its posts and comments

• Filter: Needs Reply — toggle this button to show only posts that have at least one unanswered comment; toggle again to return to the full view

Platform Tabs:

Three tabs let you focus on a specific platform:

• All — posts from Facebook and Instagram combined

• Facebook — Facebook page posts only

• Instagram — Instagram business account posts only

Each tab shows a badge with the post count for that platform.

Post Cards:

Each card represents a post and includes:

• Page name, platform icon and badge, and the post timestamp

• Full post text and any attached images (up to 4 thumbnails in a grid)

• Engagement metrics bar: 👍 likes, ❤️ total reactions, 🔄 shares, 👁️ impressions, 📊 reach, 📈 engagement rate

• A comment count and a "Needs reply" badge when unanswered comments exist

Viewing Comments:

Click "View X comments" at the bottom of a post card to expand its comments. Each comment shows:

• Commenter name, timestamp, and like count

• Any reply already posted to the platform ("Replied on Facebook" badge)

• Any reply sent via ProfilePilot with a status of Posted (green) or Saved (yellow)

Liking a Comment (Facebook only):

On Facebook comments, click Like next to Reply to like the comment as your Page. Instagram does not expose a comment-like API for business accounts, so the Like button appears on Facebook comments only.

Replying to a Comment:

1. Expand the post to show its comments

1. Click Reply on the comment you want to respond to — the composer may pre-fill an @ mention starter

1. Type your reply in the text area

1. Click Reply to submit — it posts directly to Facebook or Instagram

Replies made in ProfilePilot or directly on Facebook/Instagram both count as resolved once synced.

Reports: Add Social Inbox Deep Dive on Combined Export, or use the Social Engagement strip on Reputation Deep Dive, for period rollups with the actionable denominator and business-hours SLA.

@-mentioning the commenter:

ProfilePilot automatically tags the commenter so they are more likely to see your response:

• Facebook — the message is sent as @[Page-Scoped ID] using the ID stored when the comment was synced. This only works on Page post comments (not personal timeline posts). The commenter must have already commented on that Page post.

• Instagram — the message includes @username at the start when it is not already present

Note: Facebook sometimes renders the mention as plain text without a clickable tag — this is a known Meta Graph API limitation.

If the platform call fails, the reply is saved locally and a red error message is shown beneath it.

Syncing the Inbox:

Click "Sync" in the top-right to pull the latest posts and comments from all connected Facebook and Instagram pages. A toast notification confirms how many new items were found. Run a sync after connecting a new page or when you expect recent activity that hasn't appeared yet.

Orphan Comments:

Occasionally a comment arrives whose parent post was not fetched (e.g., an older post outside the date range). These are shown below the main feed with a dashed card border and can still be replied to.

Important Notes:

• Only posts and comments from connected Meta (Facebook/Instagram) pages appear — Google Business Profile comments are not included here

• The date filter applies to when posts were created on the platform, not when they were synced

• Replies post in real time to Meta; if Meta rejects the reply, it is saved locally so you don't lose it