Social inbox & posts

Zubby’s social layer covers both directions of Facebook and Instagram: inbound, a comments inbox where every comment on your posts is classified, routed, and answered with a drafted reply; and outbound, management of saved drafts, schedules, publishing, and cart links. AI social post and image generation depend on feature availability for your store. Both directions use the same Page connection made once from Integrations.

Before you start

You need access to the store and the recovery capability to use the Social page. Publishing needs a connected Page with the required Meta permissions and a supported Instagram account where relevant. Connection approval and AI generation availability are separate checks. Use suggest-only replies while reviewing tone and factual accuracy; do not automate replies that need a private order lookup or a judgment call.

Where it lives

Dashboard → Comments - the Facebook + Instagram comments inbox with status tabs and the auto-reply mode switch.
Dashboard → Social - edit, schedule, publish, and delete existing product-post drafts.
Dashboard → Integrations → Facebook & Instagram - where the Page connection is made and managed.

Connecting Facebook & Instagram

The connect flow is a standard Facebook Login (OAuth) from the Integrations page:

Open Integrations and start the Facebook / Instagram connect flow. You authenticate with Facebook and grant Zubby access to the Pages you manage.
If you manage more than one Page, Zubby shows a Page picker listing each Page (with a badge when an Instagram account is linked to it). Pick the one for this store. The picker session is short-lived - it expires after 15 minutes, after which you simply restart from Integrations.
Connecting the Page subscribes its Messenger DMs, post comments, and any linked Instagram account in one step. Comments start flowing into the inbox as they happen.

Instagram rides on the Page

There is no separate Instagram connection. Instagram comments arrive through the Instagram Business account linked to the Facebook Page you connect - if IG comments are missing, check that the link exists on the Facebook side.

The comments inbox

Every inbound comment is persisted (deduplicated, so webhook redeliveries never create duplicates), classified for sentiment and intent using the same enrichment classifier that scores chat conversations, and routed automatically:

Classification	What happens
Spam	Hidden on the platform (when hide-spam is enabled, the default) and filed under the `hidden` tab. Detection covers follower-scam phrases, link shorteners, repeated-character runs, link-stuffed comments, and throwaway domains.
Negative / complaint	A support ticket is minted and the comment lands in the `ticket` tab, so a public complaint becomes a tracked case instead of an argument thread.
Sales intent	“How much?”, “is this available?”, “DM me” - a shopper lead is created and the comment lands in the `lead` tab.
Everything else	Sits in `new` awaiting your reply.

For every comment the AI also drafts a safe public reply - one or two warm sentences, in the commenter’s language, with instructions not to invent prices, stock, or policy, and that invites buyers to DM or visit the store. Drafts that trip the blocked-claims guard are discarded rather than suggested. On each card you can send the draft (or your edit of it), hide the comment, or ignore it; tabs (new, lead, ticket, replied, hidden, ignored, all) track where everything stands. Replies from your own Page are recognized and never treated as inbound comments.

Suggest-only vs. safe auto-reply

The inbox defaults to suggest-only: the AI drafts, you send. A banner at the top lets you flip the store into safe auto-reply, where a drafted reply is published automatically - but only when all of these hold: the intent is on the safe list (browsing, comparing, buying), the comment is not negative, and the draft passes the blocked-claims guard. Complaints and anything ambiguous always wait for a human.

Public replies are forever

Comment replies are visible to everyone, not just the commenter - which is why the guardrails here are stricter than in private chat, and why negative comments are never auto-answered. Keep suggest-only on until you have read a few weeks of drafts and trust the tone.

Managing and publishing saved posts

Check generation availability in your workspace

AI post and image generation are separate feature flags. The code defaults both on, but the platform can disable either for a store. When a pause message appears, the server also blocks that generation action. Existing drafts remain editable and publishable, and you can attach a public HTTPS image URL. A generation pause does not itself disable comment handling, scheduling, or connected-channel publishing.

The Social page continues to manage saved content that sends shoppersfrom social to your store:

Edit. Saved drafts remain fully editable - caption, hashtags, and platform - until published. Add or replace media by pasting a publicly reachable HTTPS image URL.
Schedule or publish. Pick a date and time to schedule, or hit Publish now. A background scheduler scans for due scheduled posts and pushes them to Facebook/Instagram via the Meta Graph API. Each post shows a status badge - draft, scheduled, published, or failed with the error inline - and publishing is idempotent per network, so a retry never double-posts.

Published posts become read-only (Meta does not allow editing via API); drafts and scheduled posts can be deleted at any time.

Example: verify one product post

Use an approved product in a controlled Page. If Generate is available, create a draft and compare its price, claims, link, and image with the catalog. Otherwise edit a saved draft and use an approved HTTPS image. Choose the intended network and review the caption before Publish now. Check both the post status and the real Page post. A scheduled or published badge alone does not confirm every network accepted it. If publishing fails, use the shown error to check account permissions, media access, and connection state before trying again.

Why it is designed this way

Classification before inbox - an unsorted comment feed is a chore; a feed pre-sorted into leads, tickets, and spam is a queue with a purpose. The routing reuses the chat enrichment classifier so “negative” means the same thing in the inbox, the conversations list, and the review queue.
Suggest-first, automate-later - the default keeps a human on the send button because public replies carry brand risk private chat does not. Auto-reply is opt-in and fenced to a limited set of lower-risk intents. Review results: classification and claim checks can still be wrong.
Every post carries a cart link - social content without a path to checkout is just engagement; the link is what makes a post attributable revenue.

Gotchas

If a post stays scheduled past its time, confirm the connected social account, review Notifications and contact support, then follow merchant troubleshooting.
Comment ingestion requires Meta’s webhooks to reach your workspace; if the inbox is empty after connecting, comment on one of your own posts from another account to verify the pipe.
The connect flow lists only Pages your Facebook user manages - a Page you merely moderate will not appear.
Pasted image URLs must be publicly reachable at publish time; a private or expired URL fails the publish with the error shown on the post card. If image generation is enabled, review generated media for accuracy, rights, and brand suitability before publishing.

Inbox - where Messenger and Instagram DMs land.
Support tickets - what a routed complaint becomes.
Content Studio - longer-form campaign copy generation.
Broadcasts - one-to-many outbound to your own list.