Reply Options and Limitations in Care Cases

Types of messages

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, Update Frequency in Community.

Facebook

Public reply
- available for any post/comment
Comment on post
- available for any post/comment
  Limitation: You cannot attach a photo or a video to a comment under a Dynamic Ads post.
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.

Instagram

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.

LinkedIn

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

YouTube

Public reply
- available for any comment
Comment on post
- available for any comment

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.

The number of characters in a message

Reply Options and Limitations in Community Messages

The following limits are set by individual social media 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.