Social & Content
Community Management
Manage messages and comments for one social account, per month across five agreed business days per week, with approved replies, escalation and a concise report.
- One account on one platform
- Five business days per week
- Approved replies and issue escalation
- Concise monthly report
Delivery: Monitoring starts within 3 business days after permissions and reply guidelines are approved; report at the end of each service month.
Your Inbox Needs a Clear System, Not an Instant-Reply Promise
Unanswered questions can undermine trust. We organize comments and direct messages for one social account during agreed coverage days, using replies your team approves, escalating sensitive cases and documenting what was handled versus what needs your decision. This is not a round-the-clock sales or customer support desk.
What’s included
- Monitor direct messages and comments for one approved account on one platform.
- Check inbox and comments on five agreed business days per week.
- Aim for an initial response within one business day for routine items during coverage; no instant-response guarantee.
- Create or refine up to 10 short FAQ replies using client-supplied information.
- Address routine queries using explicitly approved product information, prices and policies.
- Escalate sensitive complaints and financial, legal or security matters to the client’s named owner without making unauthorized decisions.
- Maintain a simple escalation log and a concise monthly summary of handled items and common questions.
Not Included
- Unlimited replies, 24/7 monitoring, or holidays outside scheduled coverage.
- More than one account or platform, even if Meta shows a shared inbox.
- Content writing, design, publishing schedules or paid ads management.
- Negotiating discounts or committing to unapproved stock, availability or commercial terms.
- Closing sales, making sales calls, processing orders, payments, shipping or returns.
- Crisis management, legal guidance or resolving complaints that require formal approval.
- Building bots, advanced automation menus or paid tool subscriptions.
- Extra languages or markets without separately agreed scope.
What We Need to Start
- Appropriate messaging access and an authorized reply approver.
- Business profile, audience, products/services and current approved prices.
- Approved shipping, returns, hours and warranty policies where relevant; no unapproved promises.
- Common customer questions and preferred brand tone.
- Named escalation owner, contact route and expected decision turnaround.
- Five agreed coverage days, language, account and a clear 120-item monthly allowance.
- Approval of the response guide before replies go live.
Delivery & Revisions
| Item | Details |
|---|---|
| Start | Within 3 business days after access and approvals |
| Coverage | Five agreed business days weekly, not 24/7 |
| Volume | Up to 120 actionable messages/comments per service month |
| Response | Target initial response within one business day for routine inquiries during coverage |
| Guide revisions | One consolidated guide revision; corrections of execution errors excluded |
| Performance report | Once at the end of the service month |
How we work
- 1 — Review usual inbound volume and agree on the account, coverage days and escalation rules.
- 2 — Receive appropriate account permissions without sharing passwords where role-based access is available.
- 3 — Collect approved product, pricing, business hours and response policy information.
- 4 — Prepare and obtain approval for common-question responses before using them.
- 5 — Review inbound items within the agreed coverage and volume, escalating exceptions.
- 6 — Send a short monthly report and agree on any next-month scope changes.
FAQ
Frequently Asked Questions
Does this cover all our channels?
No. The base fee covers one account on one platform. Expansion requires a scoped agreement.
Do you reply around the clock?
No. Coverage is five agreed business days weekly, with a one-business-day initial-response target for routine inquiries during coverage.
What is the monthly volume allowance?
Up to 120 separately actionable inbound messages or comments. Any increase is agreed before extra work.
Do you guarantee sales or qualified leads?
No. We track and handle inquiries, but lead quality and sales depend on factors beyond this service.
Can you resolve complaints or approve discounts?
We handle routine issues under approved policy and escalate sensitive decisions or unapproved discounts.
Is content creation or ads included?
No. Copywriting, design, scheduling and campaign management are separate services.
What do you need to begin?
Account access, reply policy, approved business information, escalation contact and coverage days. We approve the guide before starting.
Does the package include an automated bot?
No. An automated FAQ flow is scoped and priced separately where the platform and tool allow it.
Put a Response System Behind Your Social Inbox
Get structured comments and DM management for one account, with a defined monthly allowance, approved replies and clear escalation. We review volume and permissions before activation.