Configure Private Replies and Human Handover
Move suitable comment engagement into private conversations and assign sensitive or sales-ready cases to the right person.
Overview
Search Aliases: comment to DM, private reply, social escalation, transfer social chat
WHEN TO MOVE PRIVATE
- Customer shares or requests personal information.
- Order, payment, account or appointment details are involved.
- Complaint or negative feedback needs investigation.
- Lead is qualified or requests quotation.
- AI or automation is uncertain.
- Customer asks for a person.
Step-by-step instructions
- Configure a neutral public acknowledgement.
- Configure a supported private follow-up.
- Create or update the contact source.
- Add the relevant tag or field.
- Assign a team or agent.
- Add an internal handover summary.
- Pause further unsuitable automation.
- Confirm the private conversation appears in Smart Inbox.
- Continue with human follow-up.
PUBLIC ACKNOWLEDGEMENT EXAMPLE
Thank you for contacting us. We have sent you a private message so our team can review the details.
HANDOVER EXAMPLE
Instagram lead asked for a quotation for 20 laptops. Budget, delivery city and required specifications are partly captured. Assign to the corporate sales team for stock, price and warranty confirmation.
COMMON ISSUES & SOLUTIONS
| Private reply is not created | Check provider eligibility, event timing and permission. |
|---|---|
| Conversation is unassigned | Review routing and fallback team. |
| Automation continues after handover | Review active rules and pause behavior. |
| Public reply exposes information | Replace the content and review approval controls. |
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