Understanding labels and sentiments when engaging with Instagram comments

When you are engaging with your Instagram comments, you’ll notice some helpful small icon indicators on top of the thumbnails that let you quickly see how many unanswered comments you have and the sentiments you’ll find within.

reconnect instagram under engage tab

These sentiment labels focus on unanswered questions, replies about orders, or negative comments. Learn more about each sentiment in this guide.

Question

Simply put, any comment that has contains ‘?’ or ‘¿’ will be labeled with a question mark icon. This helps you easily identify which comments need an answer from you.

Order

We identify and label common words that are often found in comments that discuss an order or shipment. These words include:

‘order’, ‘package’, ‘shipping’, ‘shipment’, ‘shipped’, ‘tracking’, ‘delivery’, ‘deliveries’, ‘delivered’, ‘orders’, ‘ordered’, ‘pay’, ‘payment’, ‘paid’, ‘buy’, ‘bought’, ‘parcel’, ‘packet’, ‘post’, ‘postage’, ‘box’, ‘dispatch’, ‘Fedex’, ‘UPS’, ‘purchase’, ‘purchased’, ‘transaction’, ‘sale’, ‘sold’, ‘courier’, ‘address’, ‘consignment’, ‘mail’, ‘mailing’, ‘returns’, ‘refund’, ‘discount’, 'reimbursement’, ‘didn’t arrive’, ‘customs’, ‘size’, ‘sizes’

At the moment, you may find comments with the "order" label applied because one of the words above is included in a person’s username. We intend to improve this in the future to exclude usernames.

Negativity

We use machine learning to determine whether a comment might have a “negative” sentiment. Our model looks for certain words or word patterns that suggest the commenter is angry or upset. These comments will be labeled with an exclamation mark.

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