What you'll achieve
Customers receive an approved reply in the same private thread while public comments and stories stay out of your Inbox.
Reply in the private thread
Private Facebook and Instagram messages stay tied to the connected Page or professional account. Confirm the Brand, Inbox and reply mailbox before responding so the customer can continue in the same thread.
Treat the customer-care window as a delivery constraint, not a reason to bypass approval. If the window is closed or the message was not customer-initiated, hand the next step to a teammate or wait for a new customer message.
Connect the exact Facebook Page or professional Instagram account to its Brand, Inbox and reply mailbox.
Open the resulting Conversation and reply from DobroDesk while the customer-care window is open. Instagram replies must be customer-initiated and no longer than 1,000 characters.
Send validated JPEG or PNG images through Facebook or Instagram when needed. Public comments, stories and posts remain outside this private-message channel.