Managing Facebook and Instagram Comments When You Have a Team
Two people see the comment, both assume the other replied, nobody did. Why Page Inbox breaks at team size and what one owner per conversation fixes.
How ILORA solves this
- Comments, mentions, replies and DMs from your Facebook Page and linked Instagram in one inbox.
- Exactly one named owner per conversation, and the full thread under a post reassembled.
- AI drafts the reply in the customer's language; automatic replying ships off until you enable it.
- Free forever for three users, with a 300 automatic-reply ceiling a month. It is an inbox, not a publishing tool.
The comment nobody answered
A customer asks the price under your Facebook post. Two people from your team see it. Both assume the other one replied. Nobody did. Three days later the same customer asks a competitor, and you never find out that you lost the sale — because a comment that goes unanswered leaves no trace anywhere you look.
Or the opposite: two people answer, differently, on the same public post. That is worse, and it is entirely a coordination problem rather than a service problem.
Why Page Inbox is not enough once there is a team
Meta's own tools are built for a person, not a team. There is no owner on a conversation, no record of who answered what, and comments on a post are scattered under the post rather than assembled into a thread you can follow. Add a second and third colleague and you get the two failures above on a loop.
The specific things that break at team size:
- No ownership. Nothing says this conversation is yours, so it is either everybody's or nobody's.
- No thread. Replies attached to different comments on one post are unrelated in the interface, so a colleague cannot see what has already been said.
- No history. When the person who handled a customer leaves, what they said leaves with them.
One inbox with a named owner per conversation
An ILORA social inbox pulls comments, mentions, replies and direct messages from your Facebook Page and the Instagram account linked to it into one place. Each conversation carries exactly one owner by name at a time, and the full thread under the post is reassembled — including replies that were left on a different comment on the same post. That is the mistake this exists to remove.
Handover is explicit: a conversation moves to another person with a note, rather than being silently answered twice.
The AI writes the draft, you press send
Automatic replying ships switched off. Until you turn it on, the AI writes a draft in the customer's own language and a human sends it. It reads the post the comment sits under before drafting, so the answer is about your actual offer rather than a generic line, and it is instructed never to invent prices, offers, dates or contact details.
When a rule blocks a reply, nothing is sent. Silence beats a wrong answer in public.
Listening rules, and the mention that becomes a lead
You can mark a listening rule as competitor tracking. When that rule matches and the sentiment comes back negative, a lead is created in the CRM automatically from the match. That is also why the CRM is included in the free tier alongside the inbox: a lead you cannot open would be a broken promise.
What the free plan includes
The free forever Social Inbox plan covers your Facebook Page and its linked Instagram account — comments on your posts, mentions, the replies underneath them, and direct messages — with AI reply drafts, listening rules and the CRM. Three users, 1 GB of storage, 300,000 AI tokens a month, and a ceiling of 300 automatic replies a month that applies to auto-reply and autopilot only; a draft you review and send yourself does not count against it.
What it is not: a publishing tool. Scheduling posts and paid-ads reporting live in the Marketing module, which is not part of this tier. What you get is everything that happens after a post is live.
Frequently asked questions
Which channels exactly?
Your Facebook Page and the Instagram Professional account linked to it. WhatsApp is a separate module with its own free tier, and Telegram is separate again.
Will the AI reply to customers on its own?
Only if you switch it on. It ships off, and until then it drafts and you send.
Can two of my team answer the same comment?
No. Each conversation has one named owner at a time, and the rest can see without replying.
Is the free plan really free forever?
Yes — a permanent plan, no trial clock and no card. You move to a paid plan when three people or the monthly limits stop being enough.
Stop losing sales in a comment thread
Setup is minutes, not a project: sign up, connect your Facebook Page, and the comments start arriving. Start with the free Social Inbox plan.