Overview
TrollWall AI provides automated comment moderation across Facebook, Instagram, YouTube, and TikTok, as well as direct messages in Facebook Messenger. Our system is designed to protect your brand while maintaining transparency and control over moderated content.
Key Moderation Principles
TrollWall AI fully automates comment moderation with human-level accuracy - no human supervision is required. It automatically hides harmful content like hate speech, spam, and personal attacks 24/7 across all your connected accounts. Most customers let it run on its own. Human supervision is optional, not required - TrollWall is designed to run autonomously, and full transparency plus one-click reversibility means you stay in control even when you don't actively supervise.
Hate speech gets hidden automatically before your community sees it - no manual review is needed on your end.
Our agents are purpose-built for social media moderation and trained per language by native speakers, so it catches culturally specific insults and slurs that generic tools miss.
You keep full control: every hidden comment is visible in your TrollWall dashboard, and you can unhide anything with one click. We never permanently delete a comment or a message - that decision always stays with you.
Comments Are Hidden, Never Deleted
Important: TrollWall never permanently deletes comments. Instead, we hide inappropriate content, which means:
Reversible actions: All moderation decisions can be undone through the TrollWall interface
Complete control: You can make any hidden comment visible again at any time
Content preservation: Original comments remain intact for review and analysis
Note: This applies to TrollWall's own moderation actions (automatic and manual Hide) - these are always reversible, and the comment stays visible in your dashboard.
The separate manual Delete action (via the three-dot menu on a comment) is different: it permanently removes the comment and cannot be undone or recovered, unlike Hide.
User Experience After Moderation
When TrollWall hides a comment:
Comment author and their friends: Can still see their own comment (appears normal to them)
Public viewers: Cannot see the hidden comment
Page owners: Can review and manage hidden comments in TrollWall dashboard
When TrollWall moderates a direct message:
Page owners: Can review and manage messages in TrollWall dashboard by accessing the Junk folder
Verifying comments are truly hidden: If you think a hidden comment is still visible, remember that you as a Page admin will always see it. To verify it's hidden from the public, view the post from an account that is not:
An admin of your Page
Friends with the comment author
Note: The exact user experience may vary slightly between platforms, but the core principle remains consistent across all social media channels.
Platform-Specific Moderation Timing
Meta Platforms (Facebook, Messenger & Instagram )
Moderation speed: Almost immediate
Typical delay: Just a few seconds
Real-time protection: Comments are moderated as soon as they appear
Handles spikes: a high-throughput pipeline keeps ingestion parallel, so busy moments (hundreds of comments landing at once) don't cause delays, and activity is buffered rather than missed if part of the pipeline briefly hiccups
YouTube
Moderation frequency: Every 15 minutes
Reason for delay: YouTube API limitations and quota restrictions
Process: TrollWall regularly checks for new comments and moderates them in batches
TikTok
Moderation frequency: Every 15 minutes
Reason for delay: TikTok API limitations and quota restrictions
Process: TrollWall regularly polls for new comments and applies moderation rules
Moderation During Livestreams
Facebook - Comments on live videos are moderated in real time, just like regular comments.
Instagram - Comments on live videos are moderated in real time, just like regular comments.
YouTube - Live chat comments are moderated with the same ~15-minute delay as regular comments.
TikTok - Currently, comments posted during a live stream are only visible to TrollWall and can only be moderated after the live stream has ended. Real-time moderation during an active TikTok live is not yet confirmed to work with our webhook integration; we are actively testing this and will update this article once verified.
Special Cases
Facebook Collaborative Posts
Facebook Collaborative Posts (Collab Posts) have unique moderation requirements:
How Collab Posts Work:
Multiple Facebook Pages can create content together
The post "belongs" to the Page that initiated the collaboration
Only the initiating Page controls comment moderation
TrollWall Moderation Rules:
Visible in TrollWall: Collab posts only appear in the initiating Page's feed
Moderation control: Only works if the initiating Page uses TrollWall
Important limitation: If the initiating Page doesn't have TrollWall:
The post won't appear in TrollWall at all
No moderation is possible, even if other collaborating Pages use TrollWall
Note: This behavior is determined by Facebook's collaborative post structure and applies to all multi-Page collaborations.
Platform Compatibility & Features
TrollWall AI supports different features across platforms based on API limitations:
| TikTok | YouTube | Facebook Messenger | API Integration | ||
Hide comments | ✅ | ✅ | ✅ | ✅ | ✅ - Move to Junk | ❌ - Not available |
Delete comments | ✅ | ✅ | ❌ - API limitation | ❌ - API limitation | ❌ | ❌ - Not available |
Like comments | ✅ | ❌ - API limitation | ✅ | ❌ - API limitation | ❌ | ❌ - Not available |
Mute authors | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Reply | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Reply with images | ✅ | ❌ - API limitation | ❌ - API limitation | ❌ - API limitation | ✅ | ⚠️ - Limited availability |
Sentiment analysis | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Recommended actions | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Post comments analysis | ✅ | ✅ | ✅ | ✅ | ❌ | ✅ |
AI comment reply generations | ✅ | ✅ | ✅ | ✅ | ✅ | ✅ |
Limitations
TikTok
Limit for replies is 150 characters. This limitations is due to TikTok's API ( https://business-api.tiktok.com/portal/docs/create-a-new-comment-on-an-owned-video/v1.3 )
Links in Comment Replies
Links in comment replies sent from TrollWall appear as plain text, not as clickable links, on all supported platforms (Facebook, Instagram, YouTube and TikTok). This is controlled by the platforms, not by TrollWall. If you share a link in a reply, write out the full address so people can copy it.
Muting Authors
Mute hides every comment from a specific author on a social account, including their existing comments and anything they post later. The comments are hidden on the social network itself, not just in your TrollWall dashboard. The mute stays in place until someone unmutes the author in TrollWall. Mute works on all supported platforms.
How to mute or unmute an author:
In Comments, click Mute next to the author's name.
Or go to Social Accounts, click Authors at the bottom of the account card and find the author. Muted authors are marked in this list.
Use the same button to unmute.
Comments hidden because of a mute show the Mute icon in the Comments view.
Good to know:
Mute applies per social account. Muting someone on one account doesn't mute them on your other accounts.
An author can't be muted and trusted at the same time. Trusting a muted author removes the mute, and muting a trusted author removes the trust.
Mute is different from Block on Facebook. Mute only hides the author's comments. Blocking stops the person from seeing, commenting on, or messaging your Page (Facebook only).
Auto-mute
Auto-mute spots authors who repeatedly post harmful content and recommends them for muting, so you don't have to find them manually. It never mutes anyone on its own. You always make the final decision.
Setting it up:
Open Social account settings and go to Moderation.
Under Mute authors when they have, set the rule: More than [X] hidden comments in the last [Y] days. For example, more than 5 hidden comments in the last 3 days.
Set Author auto-mute mode:
Recommend for mute: authors who match the rule are flagged as recommended for mute.
Off: no authors are recommended.
Reviewing recommendations:
To mute a recommended author, click Mute. All of their comments on that social account are then hidden.
If you've reviewed the author and they shouldn't be muted, open the author and reject the recommendation. The recommendation is removed and the author stays unmuted.
Tip: Auto-mute rules are set per social account, so you can use a stricter rule for high-traffic or frequently targeted accounts.
Managing Moderated Content
Reviewing Hidden Comments
Access the Comments section in your TrollWall dashboard
Filter for hidden comments to review moderation decisions
Click on any comment to see detailed moderation reasoning
Use the "Show" action to make comments visible again if needed
Reviewing Social Inbox Conversations Moved to Junk
Access the Junk tab in your Social Inbox to see messages that were classified as toxic/spam
Use the bin icon to move the message thread back to the main inbox
Note: Junk classifications in TrollWall (applied manually or by AI) remain internal to TrollWall and do not affect the conversation's status on Facebook. Due to Facebook API limitations, third-party apps cannot mark conversations as spam or report them to Facebook.
Understanding Comment Status Messages
When reviewing comments in TrollWall AI, you may see different status messages explaining why content is hidden. Be aware, that comment is re-evaluated every time it is edited on social media platform:
TrollWall AI Moderation:
Shows specific detection reasons (hate speech, spam, etc.)
All decisions can be manually reversed
External Platform Actions:
"Social media platform": The comment was hidden by the platform itself (Facebook, Instagram, etc.) either automatically through their systems or manually by platform moderators, not by TrollWall AI. Our AI does not evaluate comments that arrive already hidden.
Sort Comments by Toxicity Type
A new filter that allows you to sort comments by specific toxicity types, including spam, hate speech, and disinformation. This makes it easier to prioritize harmful content and respond faster, ensuring your brand's community stays safe and on-topic.
Best Practices
Optimizing Moderation Effectiveness
Regular reviews: Check hidden comments periodically to ensure accuracy
Platform awareness: Understand timing differences between platforms
Collab post planning: Ensure the initiating Page has TrollWall for collaborative content
Custom rules: Work with your account manager to fine-tune moderation sensitivity
Managing False Positives
If TrollWall hides legitimate comments:
Review the comment in your dashboard
Click "Show" to make it visible to the public
Contact support if you notice patterns of over-moderation
Request custom rule adjustments if needed
Getting Support
For questions about moderation behavior or to request custom moderation rules, contact your TrollWall account manager or email us at [email protected].
Summary
TrollWall's moderation system prioritizes brand protection while maintaining complete transparency and control. With platform-optimized timing and reversible actions, you can trust that your community management remains both automated and flexible.