What the chips on a comment mean

For agents

Guide: What the chips on a comment mean

This page: https://commentwatchdog.com/help/inbox/what-the-chips-on-a-comment-mean

Topic: Inbox and comments

Time: about 3 minutes

Who can do it: Anyone on your team

Author: https://anantgupta.xyz (Anant Gupta, founder of CommentWatchDog)

Start in the app: https://app.commentwatchdog.com/en/inbox

Result when done: You can read a row at a glance: what happened to the comment, what did it, and what is expected of you.

Context: Each row carries small labels called chips. They are the row telling you its state: whether it needs an answer, whether something hid it, where it came from, and whether a machine already tried.

Before you start

1. A chip is never the only signal: the same state is also in the row text and in the filters.

2. Chips are set by what happened, not by who is looking, so everyone on the team reads the same row the same way.

3. A hidden comment stays in the Inbox with its chip, it does not move to another tab.

Steps

Step 1 of 4: Read the reply chips: Needs reply, Draft, Replied.

Where: Beside the author name. Needs reply means your agent or your own reading marks this as a question worth answering. Draft means words are saved in the composer but nothing was sent. Replied means an answer went out, and hovering it shows whether it was public or a private message.

Link: https://app.commentwatchdog.com/en/inbox (Open the inbox)

Screenshot: https://commentwatchdog.com/media/shots/inbox.en.webp (Needs reply, beside the author.)

Screenshot: https://commentwatchdog.com/media/shots/inbox-phone.en.webp (The same on a phone.)

You should see: Needs reply and Replied also work as filters, so you can list only what is waiting for an answer.

Step 2 of 4: Read the moderation chips: Hidden and Deleted, with the rule.

Where: A hidden comment is greyed and carries Hidden followed by the rule that hid it, for example Hidden, URL or Hidden, Profanity. Hidden, outside the app means it was hidden on Facebook or Instagram rather than here. Deleted appears in the Bin with the same shape. Whitelist means a rule matched but a whitelisted word saved it.

Screenshot: https://commentwatchdog.com/media/shots/inbox.en.webp (Hidden, then the rule that hid it.)

Screenshot: https://commentwatchdog.com/media/shots/inbox-phone.en.webp (The same on a phone.)

You should see: You can always answer why a comment went, because the chip names the rule that decided.

Step 3 of 4: Read where the comment came from.

Where: The page mark and name sit under the author. Ad means the comment came in through an ad rather than an organic post, which is the filter most advertisers live in. The platform mark, Facebook or Instagram, is on the page name.

Screenshot: https://commentwatchdog.com/media/shots/inbox-ad.en.webp (Ad, under the author: the comment came through an ad.)

Screenshot: https://commentwatchdog.com/media/shots/inbox-ad-phone.en.webp (The same on a phone.)

You should see: Ad is also a filter, under Type, so you can work only the comments under your paid posts.

Step 4 of 4: Read the author and machine chips.

Where: Muted author means every future comment from that person is hidden automatically. Auto-reply failed means an agent or an automation tried to answer and Meta refused; the row keeps the words. Queued, Hiding queued or Deletion queued mean Meta is limiting actions and the job will finish on its own.

Screenshot: https://commentwatchdog.com/media/shots/inbox-muted.en.webp (Muted author, on a comment from a muted person.)

Screenshot: https://commentwatchdog.com/media/shots/inbox-muted-phone.en.webp (The same on a phone.)

You should see: Each of these states is recoverable from the row itself: unmute the author, send the failed reply yourself, or wait for a queued action to finish.

If something is off

Problem: A comment says Hidden, outside the app

Fix: It was hidden on Facebook or Instagram directly, or by the page settings there. Unhide works from here anyway.

Problem: Needs reply is on a comment that is not a question

Fix: It is a judgement, not a fact. Answer it or archive it; the chip disappears once you reply.

Problem: Replied is on a comment I did not answer

Fix: An agent or a keyword automation answered it. Hover the chip to see who or what replied.

Problem: A row shows Auto-reply failed

Fix: Meta refused that reply, usually on an old ad or a comment the author removed. The words are kept so you can send them yourself.

Common questions

Question: Do all team members see the same chips on a comment?

Answer: Yes. Chips are set by what happened to the comment, not by who is looking, so everyone on the team reads the same row the same way. The same state is also in the row text and in the filters.

Question: What does the Whitelist chip mean?

Answer: A moderation rule matched the comment, but a whitelisted word saved it. The comment was not hidden, and the chip records why.

Question: How can I tell whether a reply was public or a private message?

Answer: Hover the Replied chip beside the author name. It shows whether the answer went out in public under the post or as a private message.

Question: What does the Draft chip on a comment mean?

Answer: Words are saved in the composer for that comment but nothing was sent. The chip stays until you send or clear them; it also appears when Facebook refused a reply or when you cancel a queued one.

Related guides

Find any comment: filters, search and sorting: https://commentwatchdog.com/help/inbox/find-any-comment-filters-search-and-sorting

Hide, unhide and undo: https://commentwatchdog.com/help/inbox/hide-unhide-and-undo

Why a reply was queued, and how to cancel it: https://commentwatchdog.com/help/inbox/why-a-reply-was-queued-and-how-to-cancel-it

Plain text of this guide: https://commentwatchdog.com/help/inbox/what-the-chips-on-a-comment-mean.md

All guides for assistants: https://commentwatchdog.com/help/llms.txt