Initial analysis of Instagram - All comments

Index:

1. Initial analysis

2. All comments 

Initial analysis

Discover the ratings assigned to user comments on your Instagram page.

In the Proprietary Metrics module, you have access to graphs displaying various data related to the performance of your pages connected to the platform, separated by social media. Some are specifically focused on comments made by page users, comments in mention and external comments, such as  "All comments." 

Access the graph through the side menu:

1. Instagram Customer Service

Access the comments made on publications according to the selected filter. 

Attention! Interactions will be counted as a conversation, excluding responses from the proprietary page and other comments in the thread. This means that only the comment that initiated the thread of comments will be counted. 

2. Date range

Choose the date you want to filter the comments. 

3. Comment status

Select the service status: All, Ignored, Pending, Open, Waiting, Answered, and Closed. In the second part of this guide, you will understand how to respond to these service requests using this area. 

4. Sort by

Select the type of comments you want to view: Newest, Oldest, and/or Newest Responses. 

5. Responder

Select a team member to find out who responded to a comment. In this field, the names of all team members who have access to STILINGUE and permission to send messages to users will be displayed. 

6. Theme

Here, the themes registered in your Search Configuration are displayed. If you want to identify which comment was assigned to a specific theme, you can select it or search for more than one. 

Tip: if it is relevant for your company, you can have themes such as "campaigns," "questions," "retail," or any other characteristic of your business. Themes can also be categories related to tags. 

7. Tag

Apply tags to the customer service requests made on the proprietary page. By including the tags in the Search Configuration, you can locate them in this field.

8. Containing the search

Another option to locate comments is to insert the terms used by the user in the message. You can use quotation marks (""). It is not possible to insert boolean operators for this search. 

9. Sentiment 

Select the sentiment assigned to the comment from the options: Positive, Neutral, and Negative. 

10. Priority

To search for comments with the following priorities: Low, Medium, and High, it is necessary to have previously entered this classification in some ticket. This action is manual. 

Comments that require team attention are called "critical." Therefore, you can separate them by dividing the level of criticality among them. 

 11. Checked 

Search for comments that were manually checked earlier. 

 12. Clear  

Clear the filter, removing all selected categories.

 13. Filter

You can filter the information as you wish. All comments collected according to the options you have marked will be displayed. 

All comments 

1. Photo

Due to a limitation in the Instagram API, the user's photo does not appear on the platform.

2. Name 

User's name on the social network. 

3. Date

Day and time when the comment was made on the publication. 

4. History

How many times the user has interacted with the page. 

5. Likes

Number of likes that the comment received on the publication. 

6. Ticket number

Number of Ticket of the support service. By clicking on the number, you can copy it to the clipboard. 

7. Status

It is possible to change the ticket status to: Ignored, Pending, Open, Waiting, Responded, and Closed.

8. Themes

The themes registered in your Search Configuration appear here. If you want to identify which theme was assigned to the comment, you can select it or search for more than one. 

9. Message box

Here is the message that the user sent to the page. 

10. Tags

Apply tags to the interactions made on the proprietary page. By including tags in the Search Configuration, you can locate them in this field.

11. Sentiment

Select the sentiment assigned to the comment from the options: Positive, Neutral, and Negative. 

12. Priority

The priority criterion is assigned to ticket that needs more attention. The higher the priority, the higher the assigned criticality. This action is manual and can be filtered in other filters. 

13. Like Post

Instagram does not allow likes to be made using the platform. For this network, the function is deactivated.

14. Hide Post 

Here, you can hide the social media comment. When performing this action, you will no longer be able to view the comment within the platform until you undo the action by clicking again to "unhide" the comment. 

15. Remove 

When removing a comment from the social network, it cannot be recovered. 

16. Reply to comment

By clicking here, you can open the reply box and send a message to the user who made the comment. 

17. View comment 

This option directs you to the social media page where the comment was made. 

18. Mark as checked

If you want to annotate a post categorized by you, you can click and check the comment. Afterward, filter by only the checked comments to view what you have noted. 

19. Responder

When responding to a user's message or updating the ticket status, you are identified as the respondent and responsible party for the ticket. 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃