2848271 - Reply Button Not Visible for Facebook Comments

You are working with a Ticket created from a Facebook post and notices that the button to reply is not visible for a comment.

SAP Cloud for Customer

1. Go to the Service work center.
2. Select the Tickets view.
3. Open Ticket ID ABC (ABC represents the Ticket created from the Facebook post).
4. Go to the Social Interactions facet.
5. See that there is no reply button for a comment.

Only first level comments can be replied from within SAP Cloud for Customer.

Example:

• You have a Facebook post that generates a Ticket.
• Customer 123 (123 represents the Customer ID) comments on this post on Facebook and you see this comment on C4C. You can reply to this comment.
• Customer 456 (456 represents a second Customer ID) comments on the comment from Customer 123 on Facebook and you can also see this comment on C4C. You cannot reply to this comment.

If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available

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