Moderate and edit comments

When automation hides or deletes a comment, the inbox can show the action without a rule name. Reopen the conversation to load the current name if the rule belongs to the workspace of the account you're viewing. Rules from other workspaces and deleted rules stay unnamed.

Engage shows the result of the selected moderation or reply action when the network accepts it.

Before you start

Connect a supported social account and use a role with Engage access.

Open the feature

Open Engage, select the account and open a comment.

Steps

1. Read the comment and its context.
2. Use Like where available to react as the connected account.
3. Open the comment’s actions to hide or delete it where the network supports that action. Read the confirmation before deleting. A hidden comment shows Unhide instead of Hide; unhide it first if you want to delete it.
4. For a private response, open the reply options and choose Reply in Private where offered. Write the response and check the recipient before sending.
5. Check the resulting state or sent reply.

Edit a comment sent by your Facebook Page

1. Open the comment you sent as the connected Facebook Page and open its actions menu.
2. Choose Edit, change the reply, then choose Save. Choose Cancel to leave it unchanged.
3. Wait for the success message and check the updated text in the thread.
4. Click Edited on an edited comment to open its edit history and review the recorded versions.

Editing is available for your Page's own comments, not someone else's comments. A hidden or deleted comment cannot be edited. Other networks do not offer this edit action.

Open the commenter's profile

Open the comment's actions menu and choose View profile on followed by the network name, where offered. The profile opens on the social network. Use that network's controls if you need to block or report the person; this does not block them within Social Champ. The option is unavailable when there is no profile link.

Expected result

Engage shows the result of the selected moderation or reply action when the network accepts it.

Example

Hide an inappropriate test comment, or privately answer a customer who needs account-specific help.

Limits and permissions

• Available actions differ by network, comment type and permissions.
• Deleting a network comment cannot be treated as a reversible inbox action.
• Private reply availability is subject to the network’s messaging rules.

Troubleshooting

• An action is missing: check whether the selected network and comment support it.
• Delete is missing on a hidden comment: choose Unhide first. Delete appears once the comment is visible again.
• Sending fails: inspect the error and reconnect the account if its authorization expired.
• Edit is missing: check that this is your connected Facebook Page's own comment and that it is neither hidden nor deleted.
• Saving an edit fails: read the error and check the current comment before retrying. Do not send a new reply as a replacement unless that is what you intend.

Save a contact in Social Champ CRM

If your account has the CRM pilot enabled and you have the required workspace and profile access, choose Save to CRM on a customer comment or message where offered. Then choose View contact to add notes, tasks or deals. This does not send a reply. See Manage contacts and follow-ups in CRM.