Benji Shomair, Facebook’s global head of Pages, described the new functionality as “one of our most frequent requests.”
Previously, if a businesses wanted to respond to customers on Facebook and Instagram, they had to open separate apps — an increasing challenge as more and more of their communication is happening on social media. (Facebook says Pages alone are seeing “nearly 5 billion comments, messages and visitor posts” each month.)
“There were some people even carrying multiple phones so that they can quickly respond to all the different things coming in,” he added.
