Hide comments, mute a post, or mask content

Hide a message, mute a post, or mask content in a conversation to protect privacy, moderate a message, or keep the queue tidy.

To find the options to manage messages do the following:

1. Go to Nest (or go to Inbox if you're still using the Classic experience), and then open a conversation.
2. Point to a comment, and select Message actions.
   
   • Hide - Hide Facebook, Instagram, TikTok, or X comments. When you hide a comment, only the commenter and their friends can see the comment. The commenter is not informed that the comment is hidden.
   • Mask - Conceal the full text of inbound messages that contain sensitive information, both in conversation history and in back-end storage systems. As long as this feature has been allowed by your admin, this works on all channels, both public and private. Masked content will replace all message content with asterisks (*), one for each character in the message. The message audit trail will say, "Message content masked by [Name] - [timestamp]."
     
     Important: You cannot undo manual message masks.
   • Mute - Sometimes a post creates so much traffic that the New queue becomes difficult to navigate and respond to conversations that need immediate attention. When this happens, you can mute a post in Inbox and exclude comments on specific posts from X, Facebook, and Instagram. Once a post is muted, comments on that post are not included in the thread.
     
     Plans: This feature is restricted to certain plan types. If you don't see this feature, visit the Hootsuite plans page to see if it is included in your plan.

   Learn more about how admins can protect customer information and manage muted posts.