Where to Answer Comments

Overview

When someone comments on your Instagram, Facebook, or TikTok post, that conversation appears in your Chats tab — just like a regular DM. You reply to comments from the same place you reply to direct messages.

How it works

1. A customer leaves a comment on your post, reel, or ad.
2. Chatfuel creates a conversation thread in Chats (Live Chat) for that contact.
3. You see both the public comment and any private DM reply in the same thread.
4. To respond, open the thread and type your reply — exactly like answering a DM.

If Fuely AI is handling comments automatically, you'll see AI replies in the thread too. You can take over from AI at any point and continue the conversation yourself.

Finding comment threads in Chats

Comment threads look like regular chats. To tell them apart, check the contact's source properties — comments show sources like "Instagram comment", "Instagram ad comment", or "Facebook comment." See the full list in Instagram automations.

You can also use chat filters to narrow down your view by assignee or lead stage.

Why comments live in Chats

Chatfuel treats every customer interaction as a conversation, regardless of whether it started from a comment or a DM. This means:

• One place to manage all conversations — no switching between tabs
• Full lead pipeline applies to comment contacts too
• You can assign comment threads to teammates just like DM chats
• Closing a chat works the same way