Respond to social comments in Conversations

You can now view and reply to comments on posts published through Social Planner directly in the Conversations Team Inbox in the Infinity3 Platform. Comments appear alongside SMS, email and DMs so your team can continue conversations, capture leads and automate follow-ups without switching tools.

Why it matters

Social comments are often the first sign of customer interest. Bringing them into Conversations helps you:

• Turn social engagement into contacts and leads automatically.
• Respond faster by handling social comments in the same inbox as other messages.
• Keep context with the original post included in every conversation.
• Prioritise comments that show buying intent or contain questions.

What changed

• Social comments now appear in the Conversations Team Inbox with commenter name or handle, comment preview, original post, platform and timestamp.
• Each social comment conversation shows the post thumbnail, caption, social account, platform and a View Post link for context.
• New commenters are automatically created as contacts, and repeat commenters are matched to existing contacts to prevent duplicates.
• Reply publicly under the original comment or continue privately with a DM thread, all from Conversations.
• Prioritise comments by adding buying-intent keywords such as “price”, “interested” or “how much”, or by prioritising comments that contain questions. These settings are configurable in Social Planner Settings.
• Infinity3 administrators can control comment sync at the agency level and individual accounts can choose which connected social platforms sync comments.

How to use it

To enable or manage social comment sync:

• Infinity3 administrators: Agency Settings 11 Social Comments to control comment sync for eligible accounts.
• At account level: Marketing 11 Social Planner 11 Settings 11 Comments to choose which connected social platforms should sync comments.

Notes and limitations:

• Only comments on posts published through Social Planner are synced to Conversations.
• Enabling comment sync automatically creates contacts for new commenters. Disabling comment sync stops new comments from syncing but does not delete existing contacts, conversations or workflows.
• Existing comment workflow triggers continue to work as before. Comment management in Social Planner remains unchanged.
• If a social account connection expires, reconnect the account from Social Planner Settings to resume syncing.
• Supported at launch: Facebook, Instagram and TikTok. Coming soon: LinkedIn, YouTube, Pinterest, Threads and Bluesky.
• Instagram DM and interactive messenger workflow actions are not supported for Instagram accounts connected through Facebook in Social Planner.