On social media, responsiveness is a key component of great customer service. Responding to messages, comments, and reviews on Facebook, Instagram, and Google helps build trust, enhance your brand image, and increase engagement. More specifically, Google reviews have a direct impact on your local SEO and influence the purchase decisions of potential customers.
That's why fast and professional management of your interactions is essential.
Centralize All Your Interactions with Kosmo Social
The good news? With Viva Kosmo, you can centralize all your messages from Facebook Messenger, Instagram Direct, and Google My Business reviews in one place. This feature is included in the Viva Kosmo Social solution and helps you save valuable time while maintaining high-quality engagement with your audience.
BEFORE YOU BEGIN
To access this feature, make sure your Facebook, Instagram, and Google accounts are properly connected to the platform. If not, refer to our step-by-step guide : How to schedule your posts with Kosmo Social
ACCESS YOUR MESSAGES, COMMENTS, AND REVIEWS
Go to the "Messages & Reviews" section in your Kosmo Social dashboard. This area is designed to simplify how you manage all your customer interactions. It is divided into three main tabs:
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Messages: View and respond to all your private messages, comments, and reviews.
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Statistics: Track the performance of your customer interactions.
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Settings: Create and manage your saved response templates.
Inside the "Messages" tab:
You’ll find a menu on the left with three categories:
- Conversations : Displays all messages received through Facebook Messenger, Instagram Direct, Google, and even contact forms on your website.
- Comments : Gathers all the comments posted on your Facebook and Instagram publications.
- Reviews : Centralizes your customer reviews from Google.
How to Respond to a Message
- Click on "Conversations" in the left menu.
- Select the message you want to reply to.
- The conversation will appear in the center of your screen, and the contact’s info will display on the right.
- Click in the "Reply here" field to write and send your message.
How to Respond to a Google Review
Use the same process:
- Click on "Reviews".
- Select the review you want to respond to.
- Write and submit your reply directly in the designated text field.
How to Respond to a Comment
- Click on "Comments".
- Select the comment you'd like to respond to.
- The related post will appear so you can reply directly beneath the comment.
This centralized approach helps you respond faster, manage your time more effectively, and maintain a professional, consistent relationship with your community.
You can also filter messages by status in the top-right corner of your conversation. Sort by New, To process, In progress, or Resolved to prioritize your actions and streamline your customer service.
ANALYZE YOUR PERFORMANCE WITH THE "STATISTICS" TAB
The "Statistics" tab in the "Messages & Reviews" section gives you a comprehensive overview of your social interaction performance. Key metrics include:
- Total number of reviews and your average Google review score
- Review response rate — a strong indicator of responsiveness
- Monthly breakdown of reviews to identify trends
- Number of messages received and sent across all platforms
- Message distribution by channel (Facebook, Instagram, Google, contact forms)
- Overall response rate
- Total comments received on your posts
These insights help you evaluate the quality of your customer communication and identify areas for improvement.
SAVE TIME WITH PRE-RECORDED MESSAGES
The "Settings" tab lets you save even more time by creating automatic replies and reusable message templates.
Did you know? Nearly 70% of customer questions on social media revolve around the same recurring topics — like business hours, gift cards, pricing, or product details.
With Kosmo Social, you can pre-write answers to these common questions once and reuse them with just one click. This ensures fast, accurate, and consistent responses across all your platforms, while keeping your tone professional.
Managing messages, comments, and reviews across multiple platforms can quickly become time-consuming. With Kosmo Social, you centralize everything in one place — improving your efficiency, keeping your customer relationships responsive, and enhancing your online reputation on Facebook, Instagram, and Google.
This unified management system not only boosts your productivity, but also helps improve your local SEO, especially through the proactive handling of Google My Business reviews. Every timely, personalized response builds customer trust and contributes to your visibility in search engine results.
READY TO TAKE CONTROL OF YOUR SOCIAL MEDIA INTERACTIONS
At Viva Kosmo, our team can help you streamline your social media presence, strengthen your brand image, and grow your business online.
Want to see how it works in action? Contact us today for a personalized demo of Kosmo Social and start transforming the way you manage your digital presence!