Authorized Users

Only designated team members with appropriate training are authorized to send and respond to direct messages on social media platforms. This includes social media managers and customer service representatives.

Response Time

We are committed to responding to direct messages promptly. Our target response time is within 24 hours during business days. For urgent matters, we aim to respond within 2 hours.

Tone And Language

All interactions should reflect our brand's values of friendliness, professionalism, and empathy. Use clear and concise language, avoiding jargon or offensive language. Treat every user with respect and kindness.

Privacy And Confidentiality

Respect user privacy at all times. Do not share or discuss sensitive or confidential information in DMs. Encourage users to share sensitive information through secure channels if necessary.

Escalation Procedures

If a DM conversation cannot be resolved by the team member, it should be escalated to the appropriate department or personnel following our internal escalation procedures.

Security Measures

Ensure that all necessary security measures are taken to protect user data and information during DM interactions. Avoid sharing links or files that could compromise security.

Unsolicited Messages

Do not send unsolicited direct messages for marketing purposes. Ensure compliance with platform-specific rules and regulations regarding promotional messages.

Compliance With Laws And Regulations

Adhere to all relevant laws and regulations, including data protection laws (e.g., GDPR), and the terms of service of the social media platforms we use.

Monitoring And Reporting

DM interactions may be monitored for quality assurance, training, and reporting purposes. All team members must cooperate with monitoring efforts.

Dispute Resolution

Handle disputes or disagreements professionally and empathetically. If a resolution cannot be reached, escalate the matter as necessary following our internal procedures.

Ending Conversations

Politely and professionally end DM conversations when the issue has been resolved or when the user indicates they no longer wish to continue the conversation. Offer assistance for future inquiries.

Training And Education

Team members will receive regular training and education to ensure awareness of and adherence to this DM policy. It is the responsibility of each team member to stay updated on any policy changes.