Reply Options and Limitations in Care Cases
Types of replies
The conversation within a Care case can contain various types of messages from you as a brand and the customer. Care groups the interactions into a single case and combines the public posts, comments, and replies with direct messages.
When responding to Care cases, your reply options are determined by the platform the original message originated from and the type of the particular message.
Typically, a public reply is available without specific limitations. As long as the conversation features a content type that is supported by Community, it is supported by Care and can be replied to using the public reply option. For details, see Content Types, Historical Data, and Update Frequency in Community.
Public reply
available for any post/comment
Comment on post
available for any post/comment
Limitations:
You cannot attach a photo or a video to a comment under a Dynamic Ads post.
For a comment with multiple levels of replies, you cannot reply to a comment on the third level or deeper. Your reply will be posted, but as a comment to the parent post (a first-level comment) and not as a comment to the originally selected comment.
Direct message
available when a direct message is in the conversation
Limitation: You cannot send a direct message to a Facebook Page. The Facebook API allows Facebook Pages to reply only to a Facebook user, not another Facebook Page.
Reply with a direct message
available as a response to a comment or a visitor’s post on your page within seven days of the message received
Limitations:
You can reply to a given comment in private only once. Once you send a private message as a reply to a comment, you cannot send another private message. You can reply to the comments in the usual way or wait until the customer comes back with the response in a direct message.
You cannot attach media to your reply.
Images, videos, and GIF files are considered a separate message as per Facebook API restrictions. Because you can privately reply to comments only once, we support only a text message response.
In the following screenshot, while you are allowed to reply, it is indicated that the attachment is separated as a new message:
You cannot reply if the customer sent a message from a Facebook Page. The Facebook API allows Facebook Pages to reply only to a Facebook user, not another Facebook Page.
Google Business
Comment to a review
available for any review
Limitations:
You can post a comment to a review only once. However, you can edit a review comment that was posted earlier.
You cannot attach a file to a review comment.
Public reply
available for any comment
Comment on post
available for any comment
Direct message
available when direct messages are in the conversation
Reply with direct message
available as a response to a comment or a visitor’s post on your page within seven days of the message received
Limitations:
You can reply to a given comment in private only once. Once you send a private message as a reply to a comment, you cannot send another private message. You can reply to the comments in the usual way or wait until the customer comes back with the response in a direct message.
You cannot attach media to your reply.
Images, videos, and GIF files are considered a separate message as per Facebook API restrictions. Because you can privately reply to comments only once, we support only a text message response.You cannot send a direct message as a response to an ads comment.
Public reply
available for any comment
Comment on post
available for any comment
TikTok
Public reply
available for any comment
Comment on post
available for any comment
Direct message
Available as a response to a direct message from a customer
You can attach a document, an image, or a video to your reply. For more information about the specifications of the supported attachments, see this Facebook help article.
You can reply with free-form messages (up to 24 hours after the last message from the customer) and with WhatsApp templates.
Limitations:
You cannot attach an audio file or a sticker to a reply.
You cannot attach a document when replying from a mobile device. You can attach a document only when replying from a desktop.
You can reply with a free-form message only up to 24 hours after the last message from the customer. After 24 hours, you can reply only with a WhatsApp template (see Use WhatsApp Templates in Community and Use WhatsApp Templates in Care).
You cannot send a poll or reply to a poll that was sent to you. An incoming poll will be displayed as an unsupported attachment.
X (former Twitter)
Public reply
available for any post (tweet)
Comment on post
available for any post (tweet)
Direct message
available when direct messages are in the conversation
Reply with direct message
X (former Twitter) allows replying with direct messages only if the customer is following the brand's account.
YouTube
Public reply
available for any comment
Comment on post
available for any comment
The maximum number of characters in a reply
The following limits are set by individual platforms. The limits may change without prior warning.
Some characters are counted as 1 byte, some others are counted as 2 or more bytes. For example, "a" is counted as 1 byte, however "á" is counted as 2 bytes.
comment: 8 000 characters
direct message: 2 000 characters
Google Business
comment: 4 096 characters
comment: 2 200 characters
direct message: 1 000 bytes
comment: 3 000 characters
TikTok
comment: 150 bytes
direct message: 4 096 characters
X (formerly Twitter)
comment: 280 characters
Be aware that special data counts towards the limits.direct message: 10 000 characters
YouTube
comment: 10 000 bytes