Instagram comments that arrive as conversations in Cloud Chat can be hidden, re-shown, or deleted directly within the support interface, without opening Instagram.
When to Use
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When a comment on a post needs to be removed from public view, but you want to keep a record of what was said.
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When a comment needs to be permanently removed.
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When a supervisor needs to review what the team has hidden or deleted during a specific period.
Prerequisites
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An Instagram channel connected to Cloud Chat, with account authorization up to date.
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Support permissions in the Instagram inbox.
Step-by-step
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Open the conversation originating from the comment.
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In the message action menu of the comment, choose Hide Comment or Delete Comment.
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To undo a hide action, use Show Comment in the same message.
The message will display a label, "Comment Hidden" or "Comment Deleted," and the content remains visible in the chat history, even after being deleted on Instagram.
Finding Moderated Comments
In the conversation filter, use Instagram Comment Status, with three options:
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Visible: comments appearing normally on the post.
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Hidden: comments that the team has hidden from the public.
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Deleted: comments that the team has removed.
Saving this filter as a folder provides the supervisor with a ready list of what's been moderated.
Notes
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Deleting is permanent on Instagram. The comment does not reappear through Cloud Chat or Instagram; only the record within the conversation remains. For reversible actions, use Hide.
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The action is performed via Instagram through integration. If the channel authorization expires, the action fails and Cloud Chat notifies you. Just reconnect the channel and try again.
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Hiding affects the comment's visibility to the public on the post. The conversation in Cloud Chat remains open and can be responded to normally.