4. Comment Management

When a customer comments on a post on the page, the comment will be directed to Omni - Facebook

To manage comments and support customers as quickly as possible, employees need to follow these steps:

Step 1: Open the Multi-Channel Conversations page

Step 2: Click on the Facebook tab

Step 3: Click the Comment tab, and you will see the comments received from Facebook customers

Here, you can see the assigned support person by hovering over the small avatar on the comment (see image)

For the Owner and admins in the support team, they can view all comments

For employees in the support team, they can only see comments that have not been assigned yet and comments that have been assigned to them

Alternatively, employees can also see comments assigned to other employees if they are granted Interaction permissions in section 2.3

Step 4: Click on the comment to comment for support