Why sync comments at all
Direct messages are the obvious channel for customer conversations, but customers also reach out in public comments — asking questions on Instagram posts, reporting problems on Facebook posts, or expressing purchase intent. Without comment syncing, those comments never reach your support or sales team.
When comment syncing is enabled, Octopods classifies each new comment, picks the ones worth following up on, and opens a HubSpot conversation for each one. Comments that don’t match your selected categories (for example, brief emoji reactions or generic praise) are ignored so your inbox stays focused.
Which channels support comment syncing
Comment syncing is available for:
Instagram channels — for comments on Instagram posts.
Facebook Messenger channels — for comments on your connected Facebook page’s content.
Note: Comment syncing is not available for other channel types — phone-based channels like WhatsApp and Twilio SMS don’t have a comment surface.
Where the setting lives
The setting is on each Instagram or Messenger channel’s settings page.
Sign in to Octopods and open your HubSpot workspace.
Open the Instagram or Messenger channel you want to configure.
Scroll to the Instagram Comments or Facebook Comments section.
Turn on comment syncing
In the comments section, select the Enable Comments radio (labeled “Process comments and create conversations based on AI filtering”).
Review the list of comment categories (see below) and check every type you want to open a conversation for.
Click Update Comment Settings to save.
Once saved, new comments on the channel are classified by Octopods’ AI. Comments matching any checked category become conversations in your HubSpot inbox; everything else is silently ignored.
How AI classification decides what to open
The AI-Powered Comment Filtering panel lets you choose which categories of comments should open conversations. Octopods groups them into two sets.
Important Comments. These are typically worth following up on:
Questions — someone asking for information (enabled by default).
Complaints — negative feedback or grievances (enabled by default).
Purchase Intent — signals that someone wants to buy (enabled by default).
Bug Reports — reports of broken functionality (disabled by default).
Feature Requests — suggestions for new features or products (disabled by default).
Optional Categories. These are off by default because many teams don’t need them as conversations:
Praise — positive feedback with no action required.
Emoji-only — comments that are just emojis.
Mentions — comments that @-mention your account.
Giveaways — comments entering promotions or giveaways.
Check any you want to act on. Every comment that doesn’t match a checked category is ignored.
Create your own categories
If you need to capture something specific that doesn’t fit the defaults, add a custom category:
Fill in a Title (up to 50 characters, for example “Product Inquiry”).
Fill in a Description (up to 500 characters) explaining what the category covers — the AI uses this to decide which comments match.
Save.
You can create up to five custom categories per channel.
Turn off comment syncing
In the comments section, select the Disable Comments radio (labeled “Ignore all comments on this channel”).
Click Update Comment Settings to save.
New comments will no longer create HubSpot conversations. Conversations that were already opened from comments remain in the HubSpot inbox.
If you see a permissions warning
If the Facebook permissions Octopods holds don’t include comment access, the settings panel shows a warning titled “New Feature: Comment Management Now Available!” with a Reconnect Instagram (or Reconnect Facebook) link. Click the link, complete the reauthorization, and the settings become editable.
Important: Only workspace admins can change comment syncing settings.
What’s next
See the Channels section for Instagram and Messenger setup guides