Social Media

Comment Management in Social Planner: Reply to Comments Without Leaving CRM

Charles Higgins

22 Jan 2026 — 2 min read

Engaging with your audience helps build community and rapport. It makes your brand more accessible and can encourage customers to choose you over competitors. To make that easier, we added a comments area inside Social Planner so you can manage replies without leaving our CRM.

Why reply from within the CRM
How to access and use Comment Management
Best practices for managing comments
Frequently Asked Questions
Final notes

Why reply from within the CRM

Replying directly from the CRM saves time and keeps your team focused. You do not need to switch apps to respond. That reduces friction and speeds up reply times.

"This feature helps you use the algorithm in your favor by keeping the conversation going and strengthening customer relationships with direct replies that don't require switching platforms."

Keeping conversations active helps visibility on social platforms. It also shows customers we are listening. When replies are timely and personal, relationships get stronger and we can collect useful feedback faster.

How to access and use Comment Management

Here are the simple steps to start replying to comments from Social Planner.

Open Social PlannerGo to the Social Planner tab inside the Marketing section of the CRM. This is where all incoming comments are organized.
View detailed commentsClick View More Comments to open the detailed view for a post. This shows the full list of incoming comments so you can prioritize and manage responses.
Reply to a commentUnder the comment you want to reply to, click Reply. A text bubble will appear for your response.
Type and send your responseType your reply in the text bubble and submit. Your response goes directly from the CRM, so you do not need to switch platforms to continue the conversation.

Best practices for managing comments

Reply promptly. Faster responses improve customer perception and engagement.
Keep replies personal. Use the commenter’s name when appropriate and reference their comment.
Encourage conversation. Ask follow up questions to keep the thread active and help the algorithm favor your content.
Collect feedback. Use comments to gather ideas and improve offerings.
Coordinate responses. Ensure your team follows the same tone and guidelines when replying from the CRM.

Frequently Asked Questions

Where do we find the Comments area inside the CRM?

Open the Marketing section and click the Social Planner tab. The Comments area is inside Social Planner where incoming comments are listed.

Can we reply without leaving the CRM?

Yes. Click View More Comments, choose Reply on the comment, type your message in the text bubble, and send. The reply is posted without switching platforms.

Will replying from the CRM help engagement?

Yes. Direct replies keep the conversation going, which can improve visibility on social platforms and strengthen customer relationships.

Comments that appear in the Comments area of Social Planner can be managed directly. If a platform restricts certain interactions, the CRM will indicate when direct replies are not available.

Final notes

This feature helps us keep responses quick and consistent. Use the in-CRM Comment Management to save time, strengthen relationships, and support algorithm-friendly engagement. We hope you enjoy this new feature.

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