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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).

When you reply to a case, your options are determined by the type of the message you are responding to.

  • 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.
    (info) This option only appears either under a direct message from the customer or if the 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. This option is not available when replying to a thread of direct messages.

You can respond in several ways:

You can also choose to mark the case as pending after replying. Doing so will put the case on hold until the customer replies.

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

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