Track social media customer service performance from one dashboard.
ReplyAuto AI brings comment volume reporting, response time, automated handling, and escalations together so owners can see how customer conversations are being managed across connected accounts.
See how customer comments change from week to week
Follow comment activity and sentiment trends using flexible date range filtering. Compare two periods or track individual social media customer service metrics over time.
Comments & sentiment — last 14 days
- Total comments
- Positive sentiment
- Negative sentiment
Instagram vs. Facebook, side by side
Compare average response time, auto-resolved rate, positive sentiment, and escalations across connected platforms, side by side.
| Metric | ||
|---|---|---|
| Avg. response time | 11s | 18s |
| Auto-resolved | 91% | 83% |
| Positive sentiment | 67% | 59% |
| Escalated | 142 | 104 |
Track comment volume by day and hour in ReplyAuto AI
ReplyAuto AI shows how customer comments are distributed across the week. Use these social media customer service metrics to see when activity rises and when routine automation may have the greatest impact.
Comment volume by hour & day
Higher-density periods show when more customer comments are arriving across connected social accounts.
The numbers that matter for moderation
Volume at a glance
Comments handled, auto-replied, and held for review, trended over the range you pick.
Median response time
How quickly comments get an answer — the metric customers actually feel.
Escalation breakdown
See which categories get routed to humans, so you know where the friction is.
Auto vs manual split
Understand how much the safe-auto pipeline is handling versus your team.
Whole-workspace view
An owner-level overview across every connected account in the workspace.
Backed by the audit log
Every number ties back to a logged action you can inspect.
Common questions
What does social media response time tracking show?
Social media response time tracking shows how quickly customer comments receive a response during a selected period. ReplyAuto AI lets teams review response speed alongside comment volume, automated handling, and escalations, helping owners understand whether customer conversations are being handled quickly enough across connected social accounts.
What are the most useful social media customer service metrics to track?
Useful social media customer service metrics include comment volume, response time, automated versus manual handling, escalations, and sentiment trends. ReplyAuto AI brings these metrics together so teams can see how customer conversations are being handled without reviewing every individual comment manually.
How do Facebook comment analytics help customer service teams?
Facebook comment analytics help teams understand how many comments are arriving, how quickly they are answered, and how often conversations require manual attention. ReplyAuto AI lets users compare Facebook activity with Instagram so they can see differences in response performance across connected channels.
What is comment volume reporting used for?
Comment volume reporting shows how much customer activity is coming through during different periods. ReplyAuto AI can break this activity down over time, helping teams identify busier days or hours and understand when automated handling or additional moderation coverage may matter most.
Can ReplyAuto AI compare social media response rate metrics by platform?
Yes. ReplyAuto AI can show social media response rate metrics across connected platforms so users can compare Instagram and Facebook performance. The platform view can include comment volume, response speed, automated handling, sentiment, and escalation activity, giving teams a clearer picture of how each channel performs.
How does date range filtering improve social media analytics?
Date range filtering lets users focus on the period that matters instead of relying on one fixed reporting window. In ReplyAuto AI, teams can review comment activity and response performance across selected dates, making it easier to compare periods and identify changes in customer service activity.
See what's working, before you have to ask.
Connect your accounts and get an owner-level view of volume, response time, sentiment, and escalations across every channel.