English to Spanish Marketing Advertising / Public Relations Social Media Guidelines

Hello all. Having a hard time with this phrase. It's from a brand style guide of an international NGO, under the section on social media guidelines. The full sentence is: Understand that it is XXX’s policy to respond to everyone that presents a legitimate question or concern via social media, including ancillary presences. This is for Latin America, by the way.

So far, I've thought of: incluyendo en redes sociales externas en las que XXX tiene presencia ??

Thanks in advance.