Comment moderation: the public inbox

Where comments come from

Instagram comments and Facebook page comments flow into the same inbox as everything else, marked with their platform and the post they live on. TikTok comments are not handled yet: they wait on TikTok approving ReplyBay's Organic API access.

Sentiment first

Every public comment is read for sentiment before anything happens: positive, neutral, or negative, with a confidence score. That score decides what the AI may do on its own and what waits for you.

Five moderation actions

Hide, Like, Skip, Reply, or Like and reply. Like is for Facebook comments only, because Instagram does not let apps like comments. The AI suggests one and you confirm with a single key. Genuine questions get answered in public, where the answer sells for you.

The workspace comment policy

The policy is set once per workspace and applies to every connected comment channel. Nothing runs until the comment automation switch is on.

1. Comment automation: the master switch. Off means comments are read and suggested, never acted on automatically.
2. Reply delay: how many minutes ReplyBay waits before posting a public reply, so answers do not land seconds after the comment.
3. Minimum reply confidence: below this score, a reply is kept as a suggestion for you instead of being posted.
4. Like the best comments, on Facebook only: on or off, with its own confidence threshold for which positive comments get a like.
5. Abusive comments: Hide immediately, or Review first so you decide. Both use a confidence threshold.

The review queue

Comments that need a decision sit in the inbox under three filters: Needs review, Attention, and Suggestions. Each comment shows the suggested action; one key applies it, another picks a different move.

Escalation still applies

An angry comment from a real customer is a support case wearing a public costume. Real complaints escalate to a human like any other heated thread, instead of being hidden or answered by the AI.