Index:
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, 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. 😃