Mentions & Comment Management
Monitor brand mentions, manage comments, and automate moderation across all your social accounts.
Mentions & Comment Management
Track who's mentioning your brand, manage comments on your posts, and take action — all from one unified inbox.
Overview
The Mentions feature collects @mentions and comments from your connected social accounts into a single view. Incoming items are automatically classified by AI for sentiment, category, and importance, so you can prioritize what matters and act quickly.
Available on: Growth, Pro, and Business plans (requires the mentionMonitoring feature flag)
How Mentions Are Collected
Mentions and comments arrive through three collection methods depending on the platform:
Webhooks (Real-time)
Instagram, Facebook, and Threads send webhook notifications when someone @mentions your account or comments on your posts. These appear in SonetHub within seconds.
Polling (Every 30 minutes)
SonetHub polls comments on your recently published posts (last 7 days) across platforms that support it. This serves as the primary collection method for platforms without webhooks and as a backup for platforms that do have them.
Twitter/X Mentions Timeline
Twitter mentions are collected by syncing your mentions timeline every 30 minutes. Conversation replies are found via conversation search. Note that Twitter API access is pay-per-use.
TikTok Business Brand Mentions
TikTok Business brand mentions (posts and comments that reference your brand) are synced once daily. Comments on your own videos are polled every 30 minutes.
Platform Support
| Platform | @Mentions | Comments on Posts | Comment Actions | Sync Method |
|---|---|---|---|---|
| Real-time (webhook) | Real-time (webhook) + polling | Reply, Delete, Hide | Webhook + 30min poll | |
| Real-time (webhook) | Real-time (webhook) + polling | Reply, Delete, Hide, Like | Webhook + 30min poll | |
| Twitter/X | Mentions timeline sync | Conversation search | Reply, Delete, Like, Hide | 30min poll (pay-per-use) |
| — | Polling | Reply, Delete, Like | 30min poll | |
| Threads | — | Webhook + polling | Reply, Delete (hide), Hide | Webhook + 30min poll |
| YouTube | — | Polling | Reply, Delete, Moderate (hold/reject/ban) | 30min poll |
| TikTok Business | Brand mentions (daily) | Polling | Reply, Delete, Like, Hide | Daily + 30min poll |
| Bluesky | Notification polling | Notification polling | Reply, Delete, Like | 30min poll |
| — | — | — | — | |
| TikTok | — | — | — | — |
TikTok (regular): The Content Posting API does not provide access to comments or mentions. Connect a TikTok Business account for full monitoring.
Viewing Mentions
Navigate to Mentions in the sidebar to see all your mentions and comments.
Filters
- Status: All, Unread, Important
- Sentiment: Positive, Neutral, Negative
- Type: All Types, Mentions, Comments
- Platform: All, Instagram, Facebook, Twitter/X, Threads, LinkedIn, YouTube, TikTok Business, Bluesky
- Sort: Newest first, Oldest first
- Search: Free-text search across mention content and author names
Detail Panel
Click any mention to see:
- Full author info (avatar, name, username, follower count, verified badge)
- Complete mention/comment text
- AI classification badges (sentiment, category, importance)
- Engagement metrics (likes, replies)
- Available actions for that platform
- Link to view on the platform
AI Classification
Every incoming mention and comment is automatically classified by AI after collection:
- Sentiment: Positive, Neutral, or Negative
- Category: Praise, Complaint, Question, Spam, or General
- Importance: Flagged when the mention requires attention (e.g., from a verified account, contains a complaint, or has high engagement potential)
Classification runs automatically — no manual setup required.
Comment Actions
From the mention detail panel, you can take action depending on the platform:
- Reply — Send a public reply directly from SonetHub
- Reply privately — Send a private DM to the comment author. On Instagram, uses Meta's Private Replies API (works within 7 days of the comment). Also available on Facebook, X/Twitter, and Bluesky.
- Like — Like the comment on behalf of your account
- Hide — Hide the comment so only the author can see it
- Delete — Permanently remove the comment
- Moderate (YouTube only) — Hold for review, reject, or ban the commenter
See the platform support table above for which actions are available on each platform.
Bulk Actions
Select multiple mentions using the checkboxes, then apply an action to all of them at once:
- Bulk Like — Like all selected comments
- Bulk Hide — Hide all selected comments
- Bulk Delete — Delete all selected comments
- Bulk Mark as Read — Mark all selected mentions as read
A progress indicator shows how many items have been processed. Actions that aren't supported on a particular platform are skipped for those items.
AI Summaries
Get a high-level view of what people are saying about your brand:
- Summary card on the Mentions dashboard showing key themes and sentiment trends
- Per-post comment summary on
/posts/[id]— when a published post has 5+ comments across any connected platform, SonetHub shows a plain-text summary of the conversation (sentiment, themes, questions, complaints, compliments). It refreshes automatically when 5+ new comments arrive or after 24 hours. When a theme is concentrated on a single platform ("most complaints on TikTok"), the summary calls it out. - Ask the agent for a summary: "What are people saying about us this week?" or "Summarize my Instagram comments from the last 3 days" — the AI assistant uses the same persisted summary, so answers stay consistent with what you see in the UI.
Auto-Action Badges
When an automation (see Automations) automatically processes a mention, a badge appears on the item showing what happened — for example, Auto-hidden, Auto-liked, Auto-replied, or Auto-deleted. This gives you visibility into automated moderation without needing to check automation logs.
Using the AI Agent
You can manage mentions through the AI chat agent:
"Show me my recent mentions" "Do I have any unread Instagram comments?" "What mentions did I get today?" "Summarize what people are saying about us this week" "Reply to the latest negative comment with a helpful response" "Hide all spam comments from the last 24 hours"
The agent uses the read_mentions tool to fetch mentions and can take actions on your behalf.
Data Retention
Mentions older than 90 days are automatically deleted to keep your data manageable. This matches the inbox DM retention window.
Plan Requirement
Mention monitoring requires the Growth plan or higher. On Free and Starter plans, the Mentions page is not available.