Find the customer questions inside your post comments.
Bring selected Instagram and Facebook post comments into HubSpot. On enabled accounts, Octopods uses AI filtering to identify new top-level comments that fit the categories your team wants to handle.
Can comments become HubSpot support conversations?
Yes, when comment syncing is available for your Octopods account and enabled on the connected channel. Octopods classifies new top-level comments against your selected categories. Qualifying comments open HubSpot conversations; replies to a synced comment can continue its existing conversation.
A customer question can appear below a post instead of in a direct message. Bring qualifying top-level comments into HubSpot so your team can review and follow up.
02
Reduce unrelated activity in the queue
Leave praise, emoji-only comments, mentions or giveaways unselected when they are not useful to your team. AI filtering helps reduce noise, but classification is not an exact moderation rule.
03
Define what matters to your business
Add up to five custom categories per channel, with a plain-language description of what each should capture. Use them for needs that your standard categories miss.
Triage around the customer’s intent
Give each kind of comment the attention it deserves.
Review the categories enabled on each channel and choose what your team will handle. These comments are illustrative examples, not guaranteed AI classifications.
01
“Does this come in a smaller size?”
Questions and purchase intent are among the categories enabled in a new configuration. They help the team identify information a customer needs before buying.
02
“My order still hasn’t arrived.”
Complaints are also enabled in a new configuration. Review the issue and keep personal order or account information out of public comments.
03
“Could you add a refill option?”
Feature Requests and Bug Reports are enabled in a new configuration too. Keep them selected if your team wants these conversations, or turn them off for that channel.
Your next three steps
Check access and connect the account
Confirm that comment syncing is enabled for your Octopods account. Connect Instagram or Facebook Messenger to your HubSpot workspace and grant the required comment permissions.
Choose what creates a conversation
An Octopods account admin can open the channel’s Comments settings, enable syncing and choose categories. Save the settings separately for each connected channel.
Review real incoming comments
Test with a new top-level comment and a reply to it. Review the resulting HubSpot conversation, then adjust your categories and follow-up process.
Before you connect
Connect the right accounts. Choose the right comments.
Eligible accounts and HubSpot access
You need comment-syncing access in Octopods, a connected Instagram account or Facebook Page, and the required Meta permissions. HubSpot custom channels require an eligible Sales Hub or Service Hub Professional or Enterprise subscription.
An admin to configure it
An Octopods account admin must configure the channel. If the Comments section is missing, ask Octopods to check feature access. If permissions are missing, reconnect the Instagram account or Facebook Page.
A clear follow-up process
Decide who reviews each conversation and where they will reply. AI filtering can miss or misclassify a comment, and comments with no text do not qualify as new top-level conversations.
Octopods can bring Instagram post comments and Facebook Page comments into HubSpot through their connected channels. It must be enabled for your Octopods account and configured separately for each channel.
The built-in choices are Questions, Complaints, Purchase Intent, Bug Reports, Feature Requests, Praise, Emoji-only, Mentions and Giveaways. A new configuration enables the first five. Praise, Emoji-only, Mentions and Giveaways start off; existing saved settings may differ.
No. Category filtering applies to new top-level comments. Replies to a comment already linked to a HubSpot conversation can join that conversation without a new category check. A reply whose parent has not been synced is skipped.
Yes. Add up to five custom categories per channel, each with a title and description of what the AI should recognize. Review real examples after saving the configuration.
No. These settings control which incoming comments are processed into HubSpot conversations. They do not delete or hide comments on Instagram or Facebook.
No. Contact creation is controlled separately by your workspace and channel settings. Review contact matching and creation alongside comment syncing before relying on a CRM contact for every commenter.
Facebook comment conversations support public replies from HubSpot. For Instagram, plan to follow up on the original post and ask Octopods to confirm in-HubSpot reply availability for your setup. Comment syncing does not automatically turn a public comment into a private message.
This feature processes incoming comment events; it is not a historical comment import. AI filtering can miss or misclassify comments. If classification cannot be completed, the new top-level comment is skipped rather than opened as a conversation.
Find the customer questions inside your post comments.
Bring selected Instagram and Facebook post comments into HubSpot. On enabled accounts, Octopods uses AI filtering to identify new top-level comments that fit the categories your team wants to handle.
Can comments become HubSpot support conversations?
Yes, when comment syncing is available for your Octopods account and enabled on the connected channel. Octopods classifies new top-level comments against your selected categories. Qualifying comments open HubSpot conversations; replies to a synced comment can continue its existing conversation.
Filter new top-level comments by your categories
Review and follow up on selected comments
Catch questions before they disappear
A customer question can appear below a post instead of in a direct message. Bring qualifying top-level comments into HubSpot so your team can review and follow up.
Reduce unrelated activity in the queue
Leave praise, emoji-only comments, mentions or giveaways unselected when they are not useful to your team. AI filtering helps reduce noise, but classification is not an exact moderation rule.
Define what matters to your business
Add up to five custom categories per channel, with a plain-language description of what each should capture. Use them for needs that your standard categories miss.
Give each kind of comment the attention it deserves.
Review the categories enabled on each channel and choose what your team will handle. These comments are illustrative examples, not guaranteed AI classifications.
“Does this come in a smaller size?”
Questions and purchase intent are among the categories enabled in a new configuration. They help the team identify information a customer needs before buying.
“My order still hasn’t arrived.”
Complaints are also enabled in a new configuration. Review the issue and keep personal order or account information out of public comments.
“Could you add a refill option?”
Feature Requests and Bug Reports are enabled in a new configuration too. Keep them selected if your team wants these conversations, or turn them off for that channel.
Check access and connect the account
Confirm that comment syncing is enabled for your Octopods account. Connect Instagram or Facebook Messenger to your HubSpot workspace and grant the required comment permissions.
Choose what creates a conversation
An Octopods account admin can open the channel’s Comments settings, enable syncing and choose categories. Save the settings separately for each connected channel.
Review real incoming comments
Test with a new top-level comment and a reply to it. Review the resulting HubSpot conversation, then adjust your categories and follow-up process.
Connect the right accounts. Choose the right comments.
Eligible accounts and HubSpot access
You need comment-syncing access in Octopods, a connected Instagram account or Facebook Page, and the required Meta permissions. HubSpot custom channels require an eligible Sales Hub or Service Hub Professional or Enterprise subscription.
An admin to configure it
An Octopods account admin must configure the channel. If the Comments section is missing, ask Octopods to check feature access. If permissions are missing, reconnect the Instagram account or Facebook Page.
A clear follow-up process
Decide who reviews each conversation and where they will reply. AI filtering can miss or misclassify a comment, and comments with no text do not qualify as new top-level conversations.
Your comment triage questions, answered.
Have a setup that needs a closer look?
Talk it through with our teamRead the setup details
Find your next answer
Turn a comment into a useful conversation.
Check account access, choose a channel and review a few real comments with your team before enabling the wider workflow.