> ## Documentation Index
> Fetch the complete documentation index at: https://docs.blueberry.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Comments Inbox

> View and respond to all comments across your connected accounts

## Overview

The Comments Inbox is your centralized hub for viewing all comments across your connected accounts.

This includes comments on posts from Blueberry-managed campaigns, ad campaigns, and organic posts from Facebook and Instagram.

<Note>
  The inbox can be used **manually** for individual responses or **fully automated** with AI-powered
  suggestions and automation rules.
</Note>

<Info>
  Comments typically appear in your inbox within a few seconds to a few minutes after they are
  posted on your social media accounts.
</Info>

## Accessing the Comments Inbox

<Steps>
  <Step title="Open Inbox">
    Click **Inbox** in the sidebar menu
  </Step>

  <Step title="Select Comments Tab">Select the **Comments** tab to view all comments</Step>

  <Step title="View Comments">See all pending comments across your connected accounts</Step>

  <Step title="Edit or Approve">
    Modify responses to match your voice or send as-is if they're accurate. Use bulk reply for
    efficiency
  </Step>

  <Step title="Take Action">
    Reply, hide, or skip comments based on your review
  </Step>
</Steps>

## Inbox Layout

<AccordionGroup>
  <Accordion title="Post Selection" icon="image">
    View and filter posts with comments:

    * **Pending Posts** - Shows only posts with unhandled comments
    * **Show All** - Displays all posts, including those with no pending comments
    * Each post shows the pending comment count

    <Tip>
      Use **Pending Posts** to focus only on posts that need your attention.
    </Tip>
  </Accordion>

  <Accordion title="Comment Filters" icon="filter">
    Filter comments by AI-detected category:

    * **Positive** - Enthusiastic or supportive comments
    * **Product Qs** - Questions about products or services
    * **Brand Risk** - Potentially sensitive or critical comments
    * **Negative** - Complaints or negative feedback
    * **Spam** - Promotional or irrelevant comments
    * **Other** - Uncategorized comments

    Each filter displays the count of comments in that category.

    <Tip>
      Prioritize **Product Qs** and **Brand Risk** for quick response times.
    </Tip>
  </Accordion>
</AccordionGroup>

## Taking Action on Comments

<AccordionGroup>
  <Accordion title="AI-Suggested Responses" icon="sparkles">
    Blueberry analyzes each comment and suggests the best action:

    <Tabs>
      <Tab title="Reply">
        AI recommends responding with a generated reply that matches your brand voice. You can edit the suggested response or send it as-is.

        <Check>
          The AI learns from your choices to improve future suggestions.
        </Check>
      </Tab>

      <Tab title="Hide">
        AI recommends hiding the content (typically spam or brand risk).

        <Info>
          **How hiding works:**

          * The comment is **removed from the post entirely**
          * The commenter *still sees their own comment* (they don't know it's hidden)
          * **No other users can see the hidden comment**
          * This is different from Instagram's *"view hidden comments"* section which can be expanded
          * Hidden comments are **completely removed from public view**
        </Info>
      </Tab>

      <Tab title="Skip Suggested">
        AI suggests skipping this comment if no action is needed or if the comment doesn't require a response.

        <Tip>
          Skipping marks the comment as handled and removes it from your inbox without taking any public action.
        </Tip>
      </Tab>
    </Tabs>
  </Accordion>

  <Accordion title="Manual Actions" icon="hand">
    <Steps>
      <Step title="Reply to Comment">
        (1) Edit or write your response in the text box

        (2) Click **Send Reply** to post the comment

        (3) The comment moves to "Handled" status
      </Step>

      <Step title="Hide Comment">
        (1) Click the **Hide** button

        (2) The comment is hidden from the public

        (3) Available for Facebook and Instagram comments
      </Step>

      <Step title="Skip Comment">
        (1) Click **Skip** to mark the comment as handled

        (2) This marks each comment as handled in Blueberry and removes it from your inbox without taking any action

        (3) Skipped comments can be viewed by toggling "Show Handled"
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Bulk Actions" icon="list-check">
    Apply actions to multiple comments at once:

    <Steps>
      <Step title="Select Comments">
        Check the boxes next to the comments you want to act on
      </Step>

      <Step title="Choose Action">
        Use the bulk action buttons:

        * **Apply Suggested Actions** - Execute AI recommendations for all selected
        * **Skip Selected** - Defer all selected comments
      </Step>

      <Step title="Confirm">
        The selection counter shows "X of Y selected" to confirm your selection
      </Step>
    </Steps>

    <Tip>
      Use filters to narrow down comments, then apply bulk actions to similar comment types.
    </Tip>

    <Info>
      For more advanced bulk operations with AI-powered personalized responses, check out [Bulk Reply](/comments/inbox-bulk-reply).
    </Info>
  </Accordion>
</AccordionGroup>

## AI Analysis & Learning

Blueberry's AI analyzes each comment to:

<CardGroup cols={3}>
  <Card title="Categorize" icon="tags">
    Automatically sorts comments into relevant categories
  </Card>

  <Card title="Generate Response" icon="message">
    Creates appropriate responses using your knowledge base and brand voice
  </Card>

  <Card title="Recommend Action" icon="lightbulb">
    Suggests whether to reply, hide, or skip based on comment content and context
  </Card>
</CardGroup>

<Info>
  The AI learns from your knowledge base content, approved replies, and actions you take to
  continuously improve suggestions.
</Info>

## Comments Settings

Control which types of comments Blueberry processes and how nested comments are handled. Access these settings from **Settings > Basic Settings** in your dashboard.

<AccordionGroup>
  <Accordion title="Comment Type Settings" icon="toggle-on">
    <Tabs>
      <Tab title="Respond to Organic Comments">
        When enabled, Blueberry will pull in comments from organic posts (non-promoted content).

        <Warning>
          Disabling this setting will stop Blueberry from pulling in comments from organic posts. You won't be able to respond to them through Blueberry until re-enabled.
        </Warning>
      </Tab>

      <Tab title="Respond to Ad Comments">
        When enabled, Blueberry will pull in comments from ads and promoted posts.

        <Warning>
          Disabling this setting will stop Blueberry from pulling in comments from ads and promoted posts. You won't be able to respond to them through Blueberry until re-enabled.
        </Warning>
      </Tab>
    </Tabs>
  </Accordion>

  <Accordion title="Nested Comments Settings" icon="reply">
    <Tabs>
      <Tab title="Allow Nested Comments">
        When enabled, Blueberry will process replies to comments (nested comments/comment threads).

        **What are nested comments?**

        * Replies to existing comments
        * Conversations between users in comment threads
        * Follow-up responses to your brand's replies

        **Use this when:**

        * You want to monitor full conversation threads
        * You need to respond to follow-up questions in comment threads
        * You want complete visibility into comment discussions

        <Info>
          Nested comments can significantly increase the volume of comments in your inbox. Consider using the auto-skip feature to filter out less relevant nested comments.
        </Info>

        <Warning>
          Disabling this setting will stop Blueberry from processing replies to comments. Only top-level comments will appear in your inbox.
        </Warning>
      </Tab>

      <Tab title="Auto Apply Skips for Nested Comments">
        Automatically skip nested comments that are likely not relevant or directed to your brand.

        **How it works:**

        * AI analyzes nested comments to determine relevance
        * Comments that don't require brand attention are automatically skipped
        * Reduces inbox clutter from user-to-user conversations
        * Recommended skip actions are applied automatically

        **Use this when:**

        * You have nested comments enabled
        * You want to reduce comment volume in your inbox
        * You want to focus only on comments that need brand attention
        * Users frequently have conversations with each other in your comment threads

        <Tip>
          This setting helps manage high-volume comment threads by filtering out conversations between users that don't require your brand's response.
        </Tip>

        <Note>
          This setting is only available when "Allow Nested Comments" is enabled.
        </Note>
      </Tab>
    </Tabs>
  </Accordion>
</AccordionGroup>

## Integration with Automation

<CardGroup cols={2}>
  <Card title="Rules Engine" icon="gears" href="/comments/rules-engine">
    Set up rules to automatically reply, hide, or escalate comments.
  </Card>
</CardGroup>

<Note>
  Comments appear in the inbox regardless of whether they're handled manually or through automation,
  giving you full visibility.
</Note>

## Quick FAQ

<AccordionGroup>
  <Accordion title="What happens if I reply outside of Blueberry?" icon="circle-question">
    Blueberry syncs everything automatically, so you're never out of date.

    Whether you reply directly on Instagram, Facebook, or through Blueberry, all comments and responses are synced in real-time.

    <Check>
      Even replies you make outside of Blueberry help train your brand voice and improve future AI suggestions.
    </Check>
  </Accordion>

  <Accordion title="How do I search for specific comments?" icon="magnifying-glass">
    To find comments by keyword:

    <Steps>
      <Step title="Open the Filter Panel">
        Click the **Filter** button in the comments inbox
      </Step>

      <Step title="Set Filter to All Comments">
        Change the category filter to **All** to search across all comment types
      </Step>

      <Step title="Use the Search Box">
        Type the keyword or phrase you're looking for in the search box
      </Step>

      <Step title="View Results">
        The inbox will display all comments matching your search term
      </Step>
    </Steps>

    <Tip>
      Search works across all comment text, making it easy to find specific conversations or topics.
    </Tip>
  </Accordion>

  <Accordion title="How do I find the post a comment is on?" icon="arrow-up-right-from-square">
    To view the original post for any comment:

    <Steps>
      <Step title="Locate the Comment">
        Find the comment in your inbox
      </Step>

      <Step title="Click the External Link Icon">
        Look for the small external link icon in the top right corner of the comment card
      </Step>

      <Step title="View on Platform">
        Click the icon to open the original post directly on Instagram or Facebook
      </Step>
    </Steps>

    <Info>
      The external link icon takes you directly to the post where the comment was made, so you can see the full context and other comments.
    </Info>
  </Accordion>
</AccordionGroup>