Guidelines for Responding to Customer’s Social Posts

Last Updated -

User Permissions Needed:

To send and receive social posts or messages: Social Objects AND Social Publisher AND Case Feed enabled AND Social Account

Social Customer Service


With Social Customer Service, you can deliver personalized service on your customers’ favorite social channels. Create cases right from social media posts and join customer conversations where they’re happening. Social Customer Service integrates with Social Studio so agents can respond to cases created from Facebook, Twitter, and Instagram.

Guidelines for Responding to Customer’s Social Posts

To respond to social posts, use the social action on the case feed.

  • If your posts require approval before they are sent, click Submit for Approval to start the review process. You can Recall it before it is approved or rejected. If a post is rejected, you can Retry a rewritten post. When your post is approved, it’s automatically published.

  • You can like, unlike, view source, post attachments, and delete social media from the case feed in Lightning Experience.

  • URLs in a social post are turned into clickable links.

  • When deleting posts, consider that Twitter Direct Messages behave like to emails. For example, the sender can delete their direct message from a conversation view. However, receiver has that direct message in their conversation view until they choose to delete it.

  • Twitter has a preference to "Receive Direct Messages from Anyone”. Therefore, depending on if this permission is set on the recipient’s or your account, you may not have to follow each other to direct message.

  • If your Twitter settings allow you to receive direct messages from anyone, you can send deep links to invite users to direct message conversations. To send a deep link direct message invitation, paste this link into your outbound message:{your Twitter account’s numeric user ID}

  • You can find your twitter account’s numeric ID on by going to Your Twitter User | Settings | Your Twitter Data. Twitter handles the URLs and the rendering in their native clients.

  • Agents can use the View Source link to go to the inbox of the social network they’re logged in to.

  • Only change the Status picklist field on social posts if you are working with outbound posts. If an agent manually sets the status on the inbound social post detail page, the social posts in the case feed may not match. We recommend removing the Status field on the inbound social post detail page layout. For example, if you change the Status of an inbound post to Sending, the Reply link in the case feed item disappears until you change the status back to None.

  • When replying to a social post, choose a message type. For example, you can reply to a direct message on Twitter or a public Tweet.




You can't send a direct message to this Twitter user because the user is not following you.

Use a reply to ask the Twitter user to follow your managed social account. Once they are following you, send them a direct message.

Whoops! You already said that... Change your message and try again.

You can’t post the same text twice. Change your content and send again.

Your content is too long.

Reduce your content to 140 characters or less. For Twitter replies, the handle is included in the character count.

Twitter replies must begin with a handle.

The content field for a Twitter reply must be in the form: @[sender’s handle] message text.

Ensure that there is a space between the sender’s handle and your message.


Your response message type must be compatible with the original post's message type.

Change the message type to match the original message.

Your login to Social Studio has failed. The username or password may be incorrect. Update your credentials or reset your password.

An administrator must edit the Social Studio credentials on the Social Media settings page.


When an administrator makes a copy of or refreshes a Sandbox organization, a new organization is created, with a new ID, making the Social Studio login invalid.

Your post did not send.

We recommend creating a workflow to notify the case owner that an attempt to send a response via Twitter has failed.