Posts & Comments
Answer Instagram post comments from the inbox, publicly or in a private message
Comments on your social posts are conversations too. The inbox has a Posts view beside Chats where you work through them.
Switching Views
The inbox has two modes, chosen under Viewing:
| View | Shows |
|---|---|
| Chats | Direct conversations - the normal inbox. |
| Posts | Your social posts and the comments on them. |
Posts appear once a social channel is connected and synced. Each post shows when it was last synced; one that has never synced is marked Not synced yet.
Working Through Comments
Pick a post and its comments open beside it.
Filter and sort the list:
| Filter | Shows |
|---|---|
| All | Every loaded comment. |
| Unread | Comments you have not looked at. |
| Needs a reply | Comments waiting on you. |
| Hidden | Comments you have hidden. |
Sort by Newest or Oldest. Older comments load on demand with Load older comments, and replies under a comment expand with View more replies.
Filters apply to the comments already loaded. If a filter looks empty, load more to look further back - Wexio says so rather than claiming there is nothing there.
When new comments arrive on threads that are not currently shown, a notice appears with the count so you can refresh.
Replying
Each comment offers two kinds of answer, and the difference matters.
Reply publicly
Reply posts your answer under the comment, where everyone can see it. The composer says so plainly: your reply appears under the comment, publicly.
Use it for anything other people will ask too - opening hours, whether you deliver, where to find something.
Message privately
Message privately opens a direct conversation with the commenter instead.
This starts a real conversation in your inbox. It is not a quiet aside - the thread lands in Chats like any other, and you carry it on there.
Use it whenever the answer involves anything personal: an order number, an address, a complaint, a refund. Once sent, Open conversation takes you to the thread.
Moderation
| Action | Effect |
|---|---|
| Hide | Hides the comment on the channel. It stays stored in Wexio and shows as Hidden. |
| Unhide | Makes it public again. |
| View on channel | Opens the comment on Instagram itself. |
A comment its author deleted is marked Comment removed by its author rather than disappearing, so a thread still reads correctly.
Hiding is not deleting. The comment is kept - which is what you want if you later need to show what was said.
Automating Replies
A comment arriving can start a flow. The Comment Received trigger fires on a new comment, and a flow can answer it publicly or open a private conversation - the same two choices you have by hand.
That is how you cover the predictable questions without watching the Posts view all day. See Flows.
What External Systems See
Posts and comments emit outbound webhooks:
| Event | Fires when |
|---|---|
post.created | Wexio ingests one of your posts. |
post.deleted | A post is removed. |
comment.created | A comment or reply arrives. |
comment.updated | A comment is hidden, unhidden or changed. |
comment.deleted | A comment is deleted. |
Deleting a post deletes its comments without a comment.deleted for each one - cascade from the post event.
Related
- Instagram - connecting the channel
- Conversations & threads - where a private reply lands
- Flows - automating comment replies