Guide
How to Handle Customer Complaints on Social Media (Kenya Playbook)
A calm step-by-step way to handle customer complaints on Facebook, Instagram and WhatsApp: reply fast, move to private, fix it with a ticket and close the loop.
6 min read
Facebook & Instagram
Every DM and comment from Facebook and Instagram, in one inbox
Connect your Facebook Page and Instagram account in a few clicks. Messenger chats, Instagram DMs and the comments on your posts arrive in chat.or.ke, right next to WhatsApp, so your team answers everything from one place.
- No monthly fee
- Official WhatsApp Business profile
- Pay per message in KES
What you get
One inbox, every channel
Messenger and Instagram conversations sit beside WhatsApp, website chat, SMS and email, with assignment and notes.
Comments become sales
Reply in public, or send a private message to the person who commented and continue the sale in their DMs.
Keep your posts clean
Hide, delete or like comments, mark them done, and handle many at once from the comments inbox.
Automatic replies
Rules answer comments with keywords like "price" for you, and quick-start questions greet people in Messenger and Instagram.
One inbox
WhatsApp, Messenger and Instagram together
Stop switching between apps and phones. Every message lands in one list, each with its channel icon, so the right person answers quickly and nobody is left on "seen".
- Profile names and photos for Messenger and Instagram customers
- Photos, voice notes and stories replies in the thread
- The same customer stays one contact across channels
Built for teams
Your whole team on your social inboxes
Give agents access without sharing your Facebook password. Assign conversations and comments, see who replied, and manage several Pages and Instagram accounts from one workspace.
- No shared passwords: agents sign in to chat.or.ke
- Assign comments and chats to the right person
- Reports on volume and response times per channel
How it works
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Connect with Facebook
Click Connect Facebook in Settings, choose your Pages and the Instagram accounts linked to them.
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Messages flow in
New DMs and comments appear in chat.or.ke, and we can bring in your recent conversations too.
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Reply and automate
Answer from the inbox, turn comments into DMs and add rules for the questions you get every day.
Great for
- Fashion and beauty sellers who sell from Instagram posts
- Restaurants answering Facebook and Instagram enquiries
- Brands running Facebook and Instagram ads that drive DMs
- Teams that manage several Pages for different brands
Guides and comparisons
All articlesGuide
How to Manage Facebook Page Messages as a Team: A Practical Guide
Set up a Facebook Page inbox your whole team can share: tidy Page access, connect Messenger, assign chats, automate first replies and meet Meta's reply windows.
7 min read
Guide
How to Manage Instagram DMs as a Team (Without Sharing a Password)
A step-by-step guide for Kenyan businesses to answer Instagram DMs as a team: professional account, Page link, shared inbox, roles and reply rules.
7 min read
Do I need to give you my Facebook password?
No. You connect with the official Facebook login and choose which Pages to share. You can disconnect at any time.
Can I reply to customers after 24 hours?
Facebook and Instagram allow replies within 24 hours of the customer's last message, and a person on your team can reply for up to 7 days. chat.or.ke shows the time left on every chat.
Is Facebook & Instagram available for my workspace?
It is rolling out now. Contact us and we will switch it on for your workspace and help you connect your Page.
Ready to run sales and support from one inbox?
Create your free account today. When you are ready to go live, a one-off KES 2,500 setup connects your official WhatsApp Business profile, and then you only pay for the messages you send.
No monthly fee · Pay per message · Top up with M-Pesa