Algeria AgencyOnline reputation
Facebook reputation: no unanswered comment under your ads
What is said on your page, under your ads and inside groups — the conversation is distributed, so the monitoring has to be too.
Reputation on Facebook does not fit into a rating. It plays out in three places: reviews and recommendations on your page, comments under your posts and your advertising, and the groups where people talk about you without you.
That is an important difference from Google: the conversation is distributed. A flawless page does not protect you from a comment thread left unanswered under an ad, nor from a discussion in a neighbourhood group you never see.
Comments under advertising are the most expensive and most neglected point. You are paying to bring somebody in, and the first thing they read is an unanswered complaint from three weeks ago. Responsive moderation is therefore, literally, an optimisation of your advertising budget.
What works here is consistency: answer everything, quickly, publicly and calmly, and settle the substance privately. What fails is deleting, ignoring, or replying in the same tone — all three are visible and all three rebound.
What we usually find
- Negative comments sit unanswered under your paid advertising.
- People discuss you in groups you do not follow.
- You delete awkward comments, and it restarts the discussion.
- Your page recommendations are two years old.
What changes
Advertising budget that does not backfire
Comments under your ads are handled, which avoids paying to bring people towards a complaint.
A conversation followed everywhere
Page, ads and groups monitored together, because that is where reputation is genuinely decided.
Replies that de-escalate
A consistent tone and a procedure decided in advance, instead of an improvised reaction on a tense evening.
What you get
Comment moderation
Under posts and under advertising, with a clear rule on what is hidden and what is answered.
Group monitoring
The local and trade groups where your name appears, followed as far as possible.
Recommendations
Collected from satisfied customers, and replies to the recommendations already there.
Moderation rules
What gets hidden — abuse, spam, personal data — decided with you and applied without exception.
Replies in the customer’s language
In the language of the comment, dialect included, because replying in French to an Arabic message creates distance.
Causes escalated
Recurring subjects are flagged to you, because a repeated problem is not a moderation problem.
How we work
Survey
What is sitting unanswered today, on the page and under active advertising.
Set the rules
What gets hidden, what gets answered, what comes back to you, and within what window.
Clear the backlog
Handling the waiting comments, starting with those under running campaigns.
Monitor continuously
Daily checks, with a higher frequency during campaigns.
Fix the cause
Anything recurring three times is escalated and dealt with on the service side, not the comment side.
Is this the right fit for you?
This is for you if
- You advertise on Facebook and receive comments.
- Your sector generates discussion in local groups.
- You accept a written moderation rule rather than case-by-case decisions.
This is not for you if
- You want every negative comment deleted. That is what makes situations worse fastest.
- You have no active page and no advertising. There is no conversation to follow yet.
- The problem being raised is real and will not be fixed. Moderation will not hide it for long.
What we commit to
We do not delete legitimate criticism
Abuse and spam are hidden under a written rule; substantive criticism gets an answer.
A reply in the language of the comment
Dialect included. Answering in French somebody who writes in Arabic reads as distance.
The rule is written before the incident
Deciding what to hide during a crisis produces inconsistent decisions, publicly visible.
Where reputation is actually decided here
A significant share of the conversation happens in closed groups — neighbourhood, wilaya, trade, buy-and-sell — where a recommendation or a complaint travels fast and is only visible from inside. Monitoring limited to your page misses exactly where the buying decision forms.
Comments under advertising are a particular and expensive case. You are paying for the distribution, so every unhandled complaint is amplified by your own budget, and the arithmetic degrades with nothing in the ads dashboard to explain it.
Finally, messaging extends everything. A public comment often resolves privately, and the quality of that private follow-up decides what the person writes next. Handling the comment without handling the conversation that follows solves half the problem.
Frequently asked questions
Should negative comments be deleted?
Almost never. Deletion is noticed, restarts the discussion and shifts the subject onto your behaviour. We hide abuse and spam, and answer everything else.
Should we disable comments on ads?
It is possible and rarely a good idea: positive comments and questions there are part of the conversion too. We would rather moderate seriously.
How do you monitor groups?
By watching the relevant groups and through reports from your customers and your team. Coverage is never complete, and we say so rather than claim otherwise.
Who replies, you or us?
We do, for moderation and routine answers. Anything committing a refund, a gesture of goodwill or an admission of responsibility comes back to you.
How quickly do you reply?
We agree a realistic window, written into the contract, rather than promising immediacy. During an active campaign the checking frequency rises, because the cost of an ignored comment rises too. And your contact with us replies within 4 working hours, within 1 hour during an active campaign.
What about an organised smear campaign?
Document, report, answer once calmly, and do not feed it. We apply the crisis procedure agreed in advance rather than improvising under pressure.
How to start
Give us read access to your page and tell us whether you have advertising running.
We come back with the backlog of unhandled comments, the subjects that recur, and the moderation rule we propose you adopt. The first step is to write to us, or to book a call at a time that suits you.
Let’s find where your next customers will come from
Tell us where things stand — your ads, your website, your Google listing — and what you are after. We reply within one working day, and the conversation commits you to nothing.
- We do not delete legitimate criticism
- A reply in the language of the comment
- The rule is written before the incident