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Manage Instagram comments and keep track of open questions

Separate answered questions, work that still needs a reply and cases that belong in a private support channel.

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Updated September 19, 2026

Impulio engagement inbox showing Instagram and Facebook comments sorted by category
App screenshot · Sample data

Read the context before replying

A question may refer to the caption, an image or an earlier reply. Read the post and conversation before using a standard response. Check current information before stating a price or availability.

Use a simple comment workflow

Agree who answers and who helps with specialist questions.

  1. Check that the right account is connected with the required permissions.
  2. Read new comments alongside the relevant post.
  3. Answer public questions publicly when no personal information is needed.
  4. Keep track of follow-up questions and mark work according to the available workflow.

Three common situations

These examples describe response choices, not messages that are sent automatically.

CommentUseful next step
“Will this offer still apply next week?”Check the current dates and give a specific answer.
“My order has not arrived.”Do not ask for order or address details publicly; direct the person to the appropriate support channel.
“How did you do this?”Answer the specific question and link to a relevant guide if useful.

An empty view does not always mean there are no comments

Available comments depend on the connected account, permissions, retrieval period and platform interface. If the result is unexpectedly empty, check the connection and the post on Instagram. Do not assume the view is a complete archive of every past conversation.

How Impulio supports this workflow

Bring supported comments together

View available comments from connected Instagram and Facebook accounts in one workspace.

Keep the post in context

Use the connection to the post when answering.

Check the connection

Use the account status to narrow down missing-data problems.

Frequently asked questions

Does this include all private messages?

No. Comments and direct messages are separate capabilities. Check the supported channel for private messages; this guide does not promise a complete DM inbox.

Will all old comments be imported?

The available history depends on permissions, account type, retrieval period and the platform API. A complete import of the entire history is not guaranteed.

Can I also manage Facebook comments?

The comment area supports connected Instagram and Facebook accounts within the available feature scope. The required account permissions must be present.

Your next step

Try the workflow with your own content

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