Real-time comment detection

11.1When to use it

11.2Before you start

• Your Instagram account must be connected. (Works with both Instagram login and Facebook login)
• Real-time detection applies to all accounts in the workspace.
• Only comments posted after you turn it on are sorted. To sort earlier comments, use 'Classify comments' separately. (See 'Classifying past comments' below)
• Each comment classified uses credits. (See 'Credits' below)

11.3Step-by-step guide

1

Turn on real-time detection

Go to Settings → AI → Real-time detection and turn on the Real-time detection switch at the top. The status next to the screen title changes to 'On'. While the switch is off, all the options below stay off and can't be selected.

You can also tap Real-time detection at the top right of the Comments or Posts screen, then choose 'Go to real-time detection settings'.

Real-time detection settings screen

Real-time detection status panel at the top of the Comments screen

2

Choose what to detect

Choose what to look for. Turn on both to find negative comments and inquiry comments together.

Item	Comments detected	Badge · Tab
Negative comments	Negative comments such as complaints, profanity, and spam	'Negative' badge · 'Negative' tab in Comments
Inquiry comments	Questions and requests that need a reply	'Inquiry' badge · 'Inquiry' tab in Comments

3

Set what happens after detection

Decide how to handle the comments that are found.

Item	Action
Get notifications	Detected comments are bundled and sent as app notifications
Hide negative comments instantly	Negative comments are hidden as soon as they're detected. Hidden comments are visible only to their author, not to anyone else

Hidden comments aren't deleted. They're gathered in the 'Hidden' tab in Comments, and if one was hidden by mistake, select it and unhide it from the action bar.

4

Check detected comments

You can find detected comments on the Comments and Posts screens.

• Comment rows show a 'Negative' or 'Inquiry' badge.
• Use the 'Inquiry' and 'Negative' tabs at the top to see only detected comments.
• Comments hidden by instant hiding are in the 'Hidden' tab.
• If the AI got it wrong, select the comment and fix it yourself with Mark negative or Mark as inquiry in the action bar below.

Comments with Negative and Inquiry badges

Inquiry tab

Hidden tab

AI is a helper that quickly picks out urgent comments. Check the Inquiry tab often so no comment goes unanswered, and make the final call yourself.

11.4Classify past comments

Real-time detection only classifies new comments posted after you turn it on. To classify comments that came in before that, use 'Classify comments' in the 'Inquiries' and 'Negative' tabs of the Comments screen. It sorts them all at once.

Inquiries tab before analysis

When you click 'Classify comments', you'll first see how many comments will be analyzed, how many credits it costs, and how many credits you have. Check the details, then run it.

11.5Credits

11.6Wrapping up

With real-time detection on, inquiries gather in the 'Inquiries' tab and negative comments in the 'Negative' tab. If instant hiding is on, negative comments are hidden before other customers see them. You can review and reply to detected comments in Comments.