Respond to a Care Case
Post a reply to a case
To be able to reply to a case, you have to be assigned to the case (see Assign a Care Case to a Care Agent).
What you can post as a reply
When you reply to a case, your options are determined by the type of the message that you are responding to and the social media platform.
Public reply adds a message as a reply to the last public reply or a comment in the conversation.
Comment on post adds a comment to the last parent post in the conversation.
Direct message adds a new message to the direct conversation.
This option appears only either under a direct message from the customer or if the social media platform offers the public-to-private workflow that allows you to reply with a direct message.
Depending on the type of the message and social media platform, certain limitations may apply to your reply options. For more information, see Reply Options and Limitations in Care Cases.
When posting a reply in a public thread (a comment under a post or a reply under a comment), you can choose a specific message in the thread to reply to.
Choosing a specific message to reply to is not available when replying to a thread of direct messages.
Compose a reply manually
To compose a reply manually, type a message in the text box.
You can add an emoji or attach an asset (for example, a photo) to the message. You can also use answer templates to insert frequently used standard phrases such as Hello! Thank you for your message. How can I help you today? (see Set Up Answer Templates for Care).
Compose a reply using the AI reply assistant
You can use the AI reply assistant, an artificial intelligence tool, to quickly write replies. The AI reply assistant helps you create a reply based on a text prompt and modify it per your instructions.
AI reply assistant options
The AI reply assistant offers the following options:
Change tone (empathetic, friendly, persuasive, professional)
Make longer
Make shorter
Rephrase
Simplify
Translate to
The translation option is available only if you have the translation feature enabled in Care.
Automatic language detection and supported languages
The AI reply assistant can detect the language of the text that you submitted as a reply draft.
For the best results, we recommend that you use full diacritics of the particular language (accents, stress signs, umlauts, and so on). For example, when typing in French, type hôtel and très instead of hotel and tres.
If the AI reply assistant detected the language incorrectly, you can manually change it to the correct one.
Usage guidelines and policies
Human moderation is necessary when using the AI reply assistant. The decision to use and/or modify the AI-generated content is yours.
The AI reply assistant is an artificial intelligence tool. While highly autonomous and constantly learning, some members of your audience may find its messages inappropriate and, ultimately, damaging to your brand.
You cannot use the AI reply assistant to generate the following types of content:
Hate
Harassment
Violence
Self-harm
Sexual
Political
Spam
Deception
Malware
If you prompt the AI reply assistant to generate such content, it may not generate content at all or generate content that you do not expect.
Use the AI reply assistant to compose a reply
Steps:
Type in a draft in the text box.
It can be a few words or few sentences. You can add an emoji or attach an asset (for example, a photo) to the message. You can also use answer templates to insert frequently used standard phrases such as Hello! Thank you for your message. How can I help you today?(see Set Up Answer Templates for Care).Click the AI reply assistant icon, and select one of the available options (see “AI reply assistant options“ earlier in this article).
The AI reply assistant generates the reply and opens it in a separate pop-up dialog.
To change the text, click Modify, and select one of the available options.
The AI reply assistant modifies the text accordingly.
Continue tweaking the text until it is up to your expectations.
At any point, you can go to a previous version of the modified text or return to a later version. The pop-up dialog keeps up to 10 latest versions of the text.
To discard the current AI reply assistant results and start over from scratch, click Modify -> Discard. This will erase all the versions of the text, but will keep your initial text prompt in the text box.Once you are satisfied with the text, click Insert reply.
The text is inserted into the text box.
The reply is not yet posted to the Care case.(Optional) Edit the text in the text box manually, if needed.
To post the reply to the case, click Reply.
The reply is posted to the Care case.
Additional reply options
When composing a reply, check the maximum number of characters that you can use. For more information about the character number limitations of different social media platforms, see Reply Options and Limitations in Care Cases.
You can choose to mark the case as pending after posting the reply to indicate that you are now waiting for a reply from the customer. For more information about case statuses, see Change the Status of a Care Case.
Add an internal note to a case
Add an internal note to a case with information about the case or tagging another Care user or a user group. Internal notes are visible only to Care users and not shared with customers.
To see all the cases where other Care users tagged you, use the “My mentions” default view (see Use Standard Care Settings). You can also set up a notification to get informed when someone tags you in an internal note (see Get Notified when You Are Tagged in an Internal Note in Care).
React to the conversation in a case
Like a message
Quickly react to a user's message without compiling a text response.
Supported platforms: Facebook, LinkedIn, TikTok, X (former Twitter)
You must be assigned to a case to be able to like/unlike a message within the case conversation.
Depending on the social media platform, you can like/unlike the following types of content:
Facebook
Comments
Ad comments
Wall posts
Mentions in posts
Mentions in comments
Listening mentions
LinkedIn
Comments
TikTok
Comments
X (former Twitter)
Comments
Mentions in posts
Mentions in comments
Mentions in quoted tweets
Listening mentions
Delete a message
Delete unwanted user-generated content such as spam or sensitive information. You can also delete messages posted to the case by you or other Care users.
Supported platforms: Facebook, Instagram, LinkedIn
You do not have to be assigned to a case to be able to delete a message from within the case conversation.
Depending on the social media platform, you can delete the following types of content:
Facebook
Comments
Ad comments
Wall posts
Instagram
Comments
Ad comments
LinkedIn
Comments
Hide a comment under a post
Hide an individual comment or the whole comment thread under a post.
Supported platforms: Facebook, Instagram
You must be assigned to a case to be able to hide/un-hide a comment.
When you hide a comment, it is no longer visible to any users on Facebook/Instagram except for you (as the owner of the Facebook/Instagram account) and the author of the message. The author is not informed about hiding the comment and can post replies to the comment; however, the replies will not be visible on Facebook/Instagram.
You cannot reply to hidden comments.
You can hide only comments under a post or replies under a comment. You cannot hide direct messages.
When you hide a comment that has replies, those replies will be automatically hidden too. Un-hiding a comment with replies will automatically un-hide the replies.
You cannot un-hide a reply that was hidden together with the comment to which the reply was posted. You can un-hide only a reply that you hid individually and only if the comment to which the reply was posted is not hidden.
Up to 500 replies under an individual comment can be hidden/un-hidden. If a comment has more than 500 replies, you need to hide/un-hide the remaining replies directly on Facebook/Instagram.
For a comment with multiple levels of replies, the replies posted directly through Instagram and Facebook on the fourth level or deeper cannot be hidden/un-hidden from Care. You need to hide/un-hide such replies directly on Facebook/Instagram.
If you hide a comment on an Instagram ad post through Emplifi and then un-hide it directly on Instagram, the comment will be still shown as hidden in your Emplifi account.
Ban a user
Block a user who spams, frequently violates your brand's guidelines, or posts offensive content.
Supported platforms: Facebook, YouTube
You must be assigned to a case to be able to ban/un-ban a user.
Depending on the social media platform, you can ban/un-ban a user who posted the following types of content:
Facebook
Comments
Ad comments
Wall posts
Mentions in posts
Mentions in comments
Listening mentions
YouTube
Comments
Follow a user
Follow a user to allow them to send you direct messages.
Supported platform: X (former Twitter)
You must be assigned to a case to be able to follow/unfollow a user.
You can follow/unfollow a user who posted the following types of content:
Comments
Mentions in posts
Mentions in comments
Mentions in quoted tweets
Listening mentions
Direct messages