Answer social comments and mentions

Reply to comments on your posts and mentions of your accounts from one inbox, and turn them into cases or leads.

For: Agents and marketing

Steps

Open MetriChat → Social → Inbox. Comments on posts published from MetriCRM in the last 14 days, and mentions on X, arrive every 15 minutes.
Each comment shows the network, the post it is on and an estimated sentiment. Use Negative to see unhappy customers first.
Select Reply to answer publicly on the network; the comment is then marked done.
Select Hide to hide a comment from the public (YouTube holds it for review). LinkedIn doesn't allow hiding.
Select → Case for a service problem or → Lead for a sales question; the comment's text goes into the new record.
Select Done when nothing more is needed; Reopen brings it back.

TikTok's API doesn't give access to comments; answer those in the TikTok app.
Sentiment is estimated from the words used (English, Malay and Chinese), so check before acting on it.

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