In other words, if you've sought support from Facebook for longer than you expected, it's probably because Facebook employees, their friends or family are at the top of the list.
According to these former employees, the channel acts as a "router" that can deliver requests to the desired location faster than the company's external support system after receiving their requests.
This channel can be used for various requests. For example, when a Facebook employee's friend's account is suspended or the password is forgotten, the employee uses that channel to submit requests. If a friend of a Facebook employee runs a business and the company rejects an advertisement, Facebook employees can help him file an appeal.
In addition, the tool can also be used to mark the content that employees encounter problems, which they believe should not appear in the company's services.
An advertiser with an acquaintance on Facebook said that Facebook created the tool because employees spent too much time helping their friends solve problems.
"Obviously, it's good for us (who have acquaintances inside Facebook), but bad for others," the advertiser said.
In response, a Facebook representative confirmed the existence of the hotline.