Tech Update: Social Comments UI Update
Great news for multi-location ops teams. We have rolled out a fresh, rebuilt Social Comments experience inside the Social Places dashboard, and it is designed to make managing comments across dozens of stores and every major platform feel effortless.
Faster triage. Smarter prioritisation.
A workflow that actually matches how teams work.
“At scale, teams need two things: to see what matters, and to respond to it fast. The rebuild delivers both. A cleaner interface, smarter filters, and every action on one pane. Pair that with our AI already surfacing what matters before you even open the inbox, and AI Suggest writing the first draft, and we are giving ops teams hours back every week. Less noise. Faster action. Still human where it counts.”
Kayla Murray, Operations Director at Social Places
A Cleaner View, By Design
The rebuild is the result of listening carefully to how teams actually use Social Comments every day. The new interface is cleaner, calmer, and focused on one thing: showing you what needs your attention right now.
The filters you always reach for are now front and centre. The ones you rarely used are out of the way. The actions you take most often — reply, escalate, resolve — are surfaced in a single pane. It is the same powerful tool, with a much friendlier face.
Quick Filters That Match Your Workflow
Quick filters are the highlight of the rebuild. Instead of stacking filters every time, you can pivot instantly to the view you need:
- Pending comments — anything awaiting a response or further action
- Priority levels — covering the most common workflows teams use
- Platform — focus on Facebook, Instagram, or any single channel at a time
- Store name — ideal for multi-location and multi-brand views
- Date posted — flexible ranges from 30 days right through to a full year
Replies happen inline, right where you are reading. Fewer clicks, faster responses, happier customers.
Smarter AI Sentiment and Red Flag Detection
Social Comments now pulls from the same powerful AI sentiment model that runs across the dashboard. Every comment is automatically categorised by sentiment, and each brand can train red flag categories that are unique to its industry. A restaurant brand might flag food safety or allergen mentions. A retailer might flag delivery or sizing issues. A fitness brand might flag safety language. The model learns what matters to your team.
When a red flag comes through, you can escalate it directly from the comment, emailing it straight to a store manager or ops lead without leaving the dashboard. Spam detection runs quietly in the background, so the noise never clutters your queue.
Built for Team Collaboration
If multiple people respond to comments, case owners keep everything organised. Assign any thread to a teammate and accountability is clear, even when ten people are working the inbox across fifty locations. Once the reply goes out, mark the thread resolved. If a new response lands, it reappears in the thread ready for follow up.
You can also tag repeat commenters. When a specific person keeps engaging across locations, their history is right there, giving your team the context to decide how to respond. Hide, block, and spam flagging are all available from the same pane, so you stay in flow.
Designed Around How Your Team Works
Every feature is shaped by how multi-location operations teams actually work. Sort by newest to attack today’s queue. Flip to oldest first to clear a backlog. Filter by red flag to triage first thing in the morning. Assign by store manager to keep accountability local. Escalate by email when something needs a human on the ground.
Even better, AI categorisation powers richer reporting. Tag patterns, sentiment trends, and response times all feed into dashboards automatically, no manual labelling required.
How Social Places Helps Your Operations Team
The new Social Comments experience is part of the broader Social Places Social and Reputation suite, built for brands managing many locations across many platforms. Whether you are replying to fifty comments a day or five hundred, the dashboard puts the urgent ones front and centre and keeps the rest organised.
Want to see it running on your brand?
Dashboard FAQs – Social Comments
What happens to my old custom filter views when I move to the new Social Comments?
The new quick filters cover the most common use cases that previously required custom filter stacks. Organisation and brand grouping remains supported for multi brand agencies. If you have a specific custom view you would like recreated, your Social Places account manager will map it across for you.
How does the red flag detection decide what counts as negative?
Each brand has its own sentiment model trained on its industry. Red flag keywords are configured per account, so a restaurant’s red flags (food safety, allergens) look different from a retailer’s (delivery, returns). Your account manager can adjust or expand those rules as your needs evolve.
Can I still hide or block comments from the dashboard?
Absolutely. Hiding a comment, blocking a user, and flagging a comment as spam all remain available directly from each item. The new interface makes those actions even faster by placing them on the same pane as reply, so you do not have to dig through submenus.
Will replies show as the brand or as the individual user?
Replies post publicly as your connected brand page on each platform, exactly as they always have. Inside the Social Places dashboard log, each reply is attributed to the user who sent it, so your team keeps a full audit trail of who responded to what.
