Workflow Rule to send Social Media Messages can only reply to original thread.
SAP Cloud for Customer
When a response is triggered by workflow and sent to social media user through social media channel, the response can only be sent to original thread. Namely if the original message is a public social post, it can only be responded as a social post, instead of private/direct message. And vice versa.
This is a current limitation of the system.
C4C ; 2108 ; WKF ; Facebook ; Twitter ; Instagram , KBA , LOD-CRM-WKF , Workflow , Product Enhancement