Facebook has enabled all business page administrators to reply to the comments with private messages. Facebook announced this on Wednesday: “Until now, Page admins could only respond to customers in the same way that the person reached out to the Page, either through a comment or private message. In the coming weeks, Page admins will be able to reply to public comments with a private message, helping them solve private customer requests more efficiently. To reply privately to a customer comment, Page admins can click the new “Message” option, and a private message thread with the commenter will open. The message from the Page includes a link to the customer’s comment for reference. When a business responds privately to a comment, the comment shows a note that the business responded privately, so other Page visitors know that the business handled the request.
To make sure the messaging experience is valuable for both businesses and people, we’ve built additional tools to help people manage messages, including an option to block private messages from businesses.”