Updated October 9, 2026
How do you reply to a public brand mention?
Read the mention in its own queue, separate from private customer chats. Write the reply there, and post it back on the original post or comment. The customer conversation stays in the inbox. The public reply stays on the network.
Why mentions are not support chats
A comment on a public post is visible to other people. A website chat or an email is not. Mixing them in one thread makes it easy to reply in the wrong place.
The team still needs one place to notice the mention, or it sits unseen on the network.
A workable reply
Connect the brand account you want watched. When a mention arrives, notify an agent, open it on its own page, and post the reply back to that post or comment.
Keep private follow-up, if the person is also a customer, on the contact in the inbox. The public answer is the one that was posted.
How this works in Klientr
Facebook, X, Threads, and Instagram mentions are on Team, Business, and Studio. Starter does not include these networks. Connect one brand account per network.
The reply written in Klientr is posted on the original post or comment. Mentions stay out of the customer inbox.