Overview
How Instagram Comments Are Classified
Our system automatically checks every Instagram comment and decides whether to keep or skip it, so you only see the ones that matter.
✅ We Keep
Comments that show real intent or need attention:
“How much is this?” → question
“My order never arrived” → complaint
“I want to buy this” → purchase intent
“The app keeps crashing” → bug report
“Please add Apple Pay” → feature request
🚫 We Skip
Comments that are not relevant for support or sales:
“Love this 😍” → praise
“🔥🔥🔥” → emoji only
“@friend look at this!” → mention
“Click my profile for free offers!” → spam
“Done ✅ #giveaway” → giveaway
Prerequisites:
An existing Instagram Channel Connection for Intercom. If you do not have one, please follow this guide.
Step 1: Head to your Instagram Channel Connection
Step 2: Re-connect your Channel Connection
This step is necessary for customers who connected their Instagram channels before October 8, 2025. You can skip this step if you do not see the prompt to re-connect.
Click on the "Reconnect Instagram" button and make sure you connect the same instagram account.
Step 3: Proceed with enabling comments
After re-connecting, you will be redirected back to our dashboard, head back to your workspaces, navigate to the channel you just re-connected, scroll down to the bottom and you will have the ability to enable comments!
