🧠 Why it matters
Responding to social comments or messages without context leads to generic replies, missed patterns, and inefficient workflows. The User Details panel gives you a snapshot of a user’s entire engagement with your brand — so your team can tailor replies, escalate smartly, and close loops with confidence.
🔍 What You Can See in the User Details Panel
Conversation Breakdown
Total interactions with your brand
Split by Comments, Private messages, and Public mentions
Quickly navigate by interaction type with one click
Recent Activity Timeline
View latest message timestamps
Check the channel and post they commented on
See previous replies, saved replies used, and AI-generated responses
Profile-Level Insights
Social handle
Following count (Instagram only): Visible for public profiles if the feature is enabled — useful for spotting influencer-level accounts
Engagement volume: Total number of interactions across comments, DMs, and mentions
🛠️ How to Use This Context Effectively
1. Tailor Your Reply Strategy
Frequent commenters may need loyalty-oriented responses
First-time DMers might need onboarding or soft-touch replies
High-volume trolls? Block or deprioritize
2. Prioritize Follow-Ups
Use tags or internal notes to flag comments that need escalation
Spot repeat topics or questions across threads to suggest FAQ-worthy updates
3. Accelerate Team Collaboration
Anyone jumping into a convo can instantly understand the background
Use internal notes to hand off insights or action points
Avoid asking users to repeat info they’ve already shared