Messages, comments and reviews in one inbox

Once the post is live, the real work begins: one customer asks about the price in a comment, another sends a private message, and a third leaves a Google review. Managing social media messages and comments across five different apps means replying late and missing questions. In Postilik, private messages, comments, and Google and Facebook reviews all arrive in one place, in the tool where you already schedule your social media posts.

This page explains exactly what appears in the inbox, which networks it comes from, what you can do with each message, comment, or review, and what it does not cover yet.

Private messages: Instagram and Facebook

Private conversations from your connected accounts arrive in a single inbox: Instagram and Facebook messages. For each conversation, you can see:

• the person’s name and profile, with a link to open the conversation directly on the network if needed;
• the full history before replying, so you do not ask again for information the customer has already shared;
• a reply field at the bottom of the conversation: send your reply from Postilik without opening another app.

A fictional example: a customer writes in Darija, “chhal taman l’3olba dyal 1 kilo?” Instead of searching for the message in Instagram on your phone, you find it in the inbox with your other conversations and reply in Darija as well: “280 dirhams with delivery. Shall we record the order?” The reply reaches the customer in the app they used to write to you.

Comments, post by post

The Comments page is organized by post: choose a post to see all its comments and replies. It brings together comments from Instagram, Facebook, LinkedIn, Threads, X and YouTube across your connected accounts.

For each comment, you can:

• reply publicly, so other followers can see that you’re responding;
• move the conversation to a private message, which is useful when it involves an address, phone number or order details. This option works on Instagram and Facebook;
• like the comment, when the network allows it;
• delete your own reply if you made a mistake.

If you post frequently on Instagram, comments are where views turn into orders. See also how to schedule Instagram posts, Reels and Stories to connect publishing with follow-up.

Google and Facebook reviews, with public replies

Reviews influence the decision of people who haven’t bought from you yet. That’s why Postilik displays reviews from your Google Business Profile and Facebook Page on a dedicated page:

• the average rating and the breakdown of 1-to-5-star ratings;
• reviews waiting for a reply, so a negative review doesn’t go unanswered for weeks;
• a public reply directly from Postilik, displayed below the review on Google or Facebook.

This is especially true for restaurants, cafés, practices and shops that people look up on Google Maps before visiting: the latest review and its reply are often the first thing a new customer reads.

Tip: reply to positive reviews too, with a sentence that mentions the product or service. For a negative review, acknowledge the problem, suggest a solution and continue the conversation privately.

Manage social media messages and comments in your customers’ language

In Morocco, your customers write in Darija, sometimes in French, and sometimes in a mix of the two using Latin letters. Your audience in the Gulf or Egypt writes in their dialect. Replying in the customer’s language makes the conversation shorter and clearer.

Because everything arrives in the same place, you can easily identify each person’s language and respond accordingly. A few simple rules:

• if the customer writes in Darija, avoid overly formal Modern Standard Arabic: replying in a way that is close to how they speak builds trust;
• if they write in French, reply in French, even if your posts are in Arabic;
• give the price, delivery details and ordering instructions in your first reply: these are the most common questions;
• prepare template phrases for recurring questions (prices, opening hours, delivery) and keep them in your notes.

Unread filter and counter in the menu

In the side menu, a counter shows the number of new messages, comments and reviews: at a glance, you know whether someone is waiting for a reply. In the inbox, a filter displays only unread conversations, which appear in bold. An opened conversation is marked as read.

A 15-minute routine, twice a day:

1. open unread messages and answer ordering questions first;
2. move on to the comments on your two most recent posts: answer questions publicly and take orders to private messages;
3. open the reviews page and reply to each new review;
4. note down recurring questions and turn them into post ideas.

In summary: what arrives in the inbox and what you can do with it

Type	Networks	Actions from Postilik
Private message	Instagram, Facebook	Read the full conversation, reply, open it on the network
Comment	Instagram, Facebook, LinkedIn, Threads, X, YouTube	Reply publicly, like, delete your reply, move to private (Instagram and Facebook)
Review	Google, Facebook	See the average rating and star breakdown, reply publicly

Why does this matter for a small business? Because the same customer might comment on an Instagram post in the morning, send a private message in the evening, and then leave a Google review after the delivery. With everything in one place, you can see the full story before replying. And the questions you receive are an excellent source of ideas: if ten people ask about the delivery time to the same city, that’s the topic of your next post.

What the inbox doesn’t cover yet

It’s best to know the limits before you get started:

• TikTok, Snapchat and Pinterest: you can schedule your posts there from Postilik, but their comments and messages don’t arrive in the inbox.
• Reviews are limited to Google and Facebook.
• Inbox access depends on your plan and is currently reserved for the account owner: invited team members can draft and schedule posts, but they can’t open messages, comments or reviews.

If you manage several clients, each business has its own inbox: choose the business at the top of the screen and you’ll only see its messages and comments. More details are available on the Postilik for agencies and community managers page.

How to get started

Accounts are currently opened by request. Fill out the access request form, and we’ll write to you when your account is ready. Then connect your accounts, schedule your first posts, and manage replies all in one place. If you’ve never scheduled a post on Instagram, start with the step-by-step guide to scheduling an Instagram post.

For reply templates you can adapt, read our guide on how to respond to Google reviews, with examples in French and Darija.