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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.
The inbox can be used manually for individual responses or fully automated with AI-powered suggestions and automation rules.
Comments typically appear in your inbox within a few seconds to a few minutes after they are posted on your social media accounts.

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Accessing the Comments Inbox

1

Open Inbox

Click Inbox in the sidebar menu
2

Select Comments Tab

Select the Comments tab to view all comments
3

View Comments

See all pending comments across your connected accounts
4

Edit or Approve

Modify responses to match your voice or send as-is if they’re accurate. Use bulk reply for efficiency
5

Take Action

Reply, hide, or skip comments based on your review

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Inbox Layout

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
Use Pending Posts to focus only on posts that need your attention.
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.
Prioritize Product Qs and Brand Risk for quick response times.

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Taking Action on Comments

Blueberry analyzes each comment and suggests the best action:
AI recommends responding with a generated reply that matches your brand voice. You can edit the suggested response or send it as-is.
The AI learns from your choices to improve future suggestions.
1

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
2

Hide Comment

(1) Click the Hide button(2) The comment is hidden from the public(3) Available for Facebook and Instagram comments
3

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”
Apply actions to multiple comments at once:
1

Select Comments

Check the boxes next to the comments you want to act on
2

Choose Action

Use the bulk action buttons:
  • Apply Suggested Actions - Execute AI recommendations for all selected
  • Skip Selected - Defer all selected comments
3

Confirm

The selection counter shows “X of Y selected” to confirm your selection
Use filters to narrow down comments, then apply bulk actions to similar comment types.
For more advanced bulk operations with AI-powered personalized responses, check out Bulk Reply.

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AI Analysis & Learning

Blueberry’s AI analyzes each comment to:

Categorize

Automatically sorts comments into relevant categories

Generate Response

Creates appropriate responses using your knowledge base and brand voice

Recommend Action

Suggests whether to reply, hide, or skip based on comment content and context
The AI learns from your knowledge base content, approved replies, and actions you take to continuously improve suggestions.

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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.
When enabled, Blueberry will pull in comments from organic posts (non-promoted content).
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.
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
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.
Disabling this setting will stop Blueberry from processing replies to comments. Only top-level comments will appear in your inbox.

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Integration with Automation

Rules Engine

Set up rules to automatically reply, hide, or escalate comments.
Comments appear in the inbox regardless of whether they’re handled manually or through automation, giving you full visibility.

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Quick FAQ

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.
Even replies you make outside of Blueberry help train your brand voice and improve future AI suggestions.
To find comments by keyword:
1

Open the Filter Panel

Click the Filter button in the comments inbox
2

Set Filter to All Comments

Change the category filter to All to search across all comment types
3

Use the Search Box

Type the keyword or phrase you’re looking for in the search box
4

View Results

The inbox will display all comments matching your search term
Search works across all comment text, making it easy to find specific conversations or topics.
To view the original post for any comment:
1

Locate the Comment

Find the comment in your inbox
2

Click the External Link Icon

Look for the small external link icon in the top right corner of the comment card
3

View on Platform

Click the icon to open the original post directly on Instagram or Facebook
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.