FB & Instagram Comment
Facebook & Instagram Comments lets you manage public comments from your connected Facebook Pages and Instagram Business accounts, right inside Cekat AI.
Instead of replying on each social platform separately, your team can manage, assign and track comment conversations from one workspace.
Note: This feature currently supports public comments only. Instagram Direct Messages are handled through a separate channel.
Before you start
Before you connect your account, make sure you have:
An active Facebook account
A Facebook Page you have Admin access to
An Instagram Business or Creator account (Personal accounts aren't supported)
Your Instagram account linked to your Facebook Page
Without these, the connection can't be completed.
Connecting Facebook & Instagram Comments
Open Connected Platforms
Go to Chat → Connected Platforms.
Create a Comments inbox
Choose Facebook & Instagram Comments.
Connect your Meta account
Click Connect with Facebook.
The Meta authorization window will open.
Grant permissions
Sign in with the Facebook account that manages your Page.
Allow Cekat AI to access your Facebook Page and Instagram account.
Choose your accounts
Select the Facebook Page and Instagram account you want to connect.
Click Save.
Check the connection
Go back to Connected Platforms.
Your connected accounts will show the status Active.
New comments will appear in your Comments inbox automatically.
Managing comments
The Comments page is your central inbox for public conversations from Facebook and Instagram.
Each conversation shows:
Customer name
Latest comment
Source channel
Conversation status
Time of last activity
Conversation statuses
Comments are grouped into three tabs.
Status
Description
Unassigned
New comment conversations waiting to be handled.
Assigned
Conversations currently assigned to an agent. (Automatic assignment by AI isn't available in this version yet.)
Resolved
Conversations that are finished and need no further action.
Quick actions
Without opening a conversation, you can:
Assign it
Resolve it
Viewing conversation details
Opening a conversation shows three panels.
Original Post
The left panel shows the original Facebook or Instagram post.
You'll see:
The post content
Images or media
Caption
Post type
Publish date
The connected inbox
Click View to open the original post on Facebook or Instagram.
Conversation
The middle panel shows the full comment thread.
Incoming comments from customers appear on the left.
Replies sent from Cekat AI appear on the right.
Each reply includes the original comment it responds to, so the conversation stays easy to follow even when lots of people join the same thread.
Replying to a comment
To reply to a specific comment:
Hover over the comment.
Click the Reply icon.
Type your reply.
Press Enter to send, or Shift + Enter to add a new line.
The customer's username is included automatically, so they'll get a notification.
Conversation Properties
Use the right panel to manage the conversation.
You can:
View contact information
Update the conversation status
Assign an agent
Save your changes
Create a Kanban ticket for follow-up
Good to know
Only comments on public posts are supported.
Comments received before the integration was connected won't be imported.
You can connect several Facebook Pages and Instagram accounts to the same workspace.
Meta may occasionally ask you to reconnect your account for security reasons.
Current limitations
The current version has these limitations:
The AI Agent can't reply to comments automatically yet.
Agent assignment isn't strictly enforced yet, so every agent can see and reply to every comment.
Only public comments are supported. Instagram Direct Messages need a separate inbox.
Older comments from before the integration was connected aren't imported.