Handle Hidden and Deleted Content in a Care Case

This article applies only to posts and comments from Facebook, Instagram, and X (formerly Twitter).

Sometimes, a customer that you are engaged with through a Care case deletes or hides the original post.

• When a customer hides their post, the post is marked as Hidden in Care. You can still reply to a hidden message but your reply will be only visible to the specific customer. Your options to comment and send direct messages remains unchanged.

• When a customer deletes their post, the post is marked as Deleted in Care. You cannot interact with deleted content.