Facebook customer support: answer Messenger, Page comments and ad comments in one queue.

Sign in with Facebook and pick the Pages you manage. Each Page you connect sends its Messenger threads and comments into the same inbox. Messenger, Page comments and ad comments are separate Meta permissions, so a Page can be connected for messages while ad comments stay off until the permission is granted. The connection screen shows which of these are active for each Page.

Nateq is a Meta Tech Provider, so the connection runs through Meta's official approved channels. Support does not require Meta Business Suite once the Page is connected: you read and reply in Nateq, with the same history and assignment as every other channel.

Three kinds of item reach the queue. Messenger threads are direct conversations with a customer. Page post comments are comments on an organic post, and each one stays attached to its post so you can see what it was about. Ad comments come from posts that run as paid ads, and they arrive in the same queue, which matters because a question under an ad is usually a question from someone close to buying.

A comment opens its own conversation in the inbox, separate from the Messenger threads, and it takes an agent's assignment like any other item. The reply you post is written into that conversation at once, so the thread shows it without waiting for the next refresh from Meta.

A public reply is posted on the comment thread, where everyone can see it. A private reply sends a direct message to the person who commented, and Meta allows exactly one private reply per comment, within seven days of the comment. A private reply cannot be sent to a reply inside a thread, and cannot be sent to an Instagram ad comment. Nateq records each attempt separately, so a refused private reply is shown as refused and is not mistaken for a sent one.

Flows can use the same rules. A comment flow can reply publicly, send the private reply, hide a comment, delete it or like it. If the private reply has already been used on that comment, the flow reports that and the agent should answer publicly instead. If the seven days have passed, the opportunity is gone, and the reply should be public or left alone.

For 24 hours after a customer's last message, the window is open, and anyone can reply, including the AI. From 24 hours to seven days, only a person can reply, and Meta requires the human agent tag on that reply. The AI never sends under that tag, so an automated answer is not sent in the window meant for people. After seven days the thread is closed, and the customer must write again before anyone can reply.

The composer shows which of these states applies, and how much time is left in the human-only period. An agent who sees the closed notice should not try to send, because Meta would reject it. The next step is to wait for the customer to write, or to answer through another channel the customer uses.

Automation runs from agent flows. A flow can start from a Messenger message or from a comment on a Page post, and it can branch, collect a reply, call an external system, or hand the conversation to a person. Flows that reply in Messenger follow the window rules above, so a flow that tries to send an automated message late in the window is stopped rather than sent.

Routing and assignment work as they do for every channel. A Page conversation can be assigned to a team, and an agent who opens it sees the owner and the messages so far. Comment moderation stays under your control: a flow hides or deletes only the comments your rules match.