What it covers
| Task | Goal |
|---|---|
| Replying to comments | Show you listen and answer questions |
| Answering messages | Turn inquiries into bookings |
| Moderating | Remove spam and abuse |
| Starting conversations | Ask questions and run polls |
| Escalating | Pass serious issues to the right person |
Rules that keep it professional
- Reply to messages within a few hours during open hours.
- Use first names and sign replies when the team is small.
- Keep saved replies for common questions, but personalize them.
- Move private details to a direct message or call.
- Log complaints and questions for content ideas.
Tools that help
Meta Business Suite brings Facebook and Instagram messages and comments into one inbox. Instagram's Hidden Words filters offensive comments and message requests. Set auto-replies for after hours that say when you will respond.
When to escalate
- FlagSpot legal, safety or billing issues.
- HoldSend a short, calm holding reply.
- PassSend it to the owner or manager.
- CloseFollow up publicly once resolved.
Good example. A daycare answers parent questions within an hour, shares weekly updates and moves billing issues to private calls.
Bad example. A daycare leaves questions unanswered for days. Parents ask in the comments if the center is still open.
Read how to handle negative comments. Our social media marketing includes daily community management.