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/comment.
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When a customer hides their post/comment, the post/comment is marked as
Hiddenin 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/comment, the post/comment is marked as
Deletedin Care. You cannot interact with deleted content.