Facebook Social Media Management

Sync comments on Facebook posts and with the AI assistant help to detect positive/ negative/ neutral content to trigger specified actions.

Step 1: Connect Facebook channel.

Step 2: Have a look at the feature basics of this Facebook Social Media Management and click NEXT.

• Sync incoming comments on Facebook page to a Data Board All new incoming comments on the linked Facebook page will be synced to the associated Data Board (for Facebook comments) as a new record.

• Classify incoming Facebook comments by our AI Assistant Our AI-assistant will classify incoming comments on the connected Facebook page into one of the three groups: Positive/ Neutral/ Negative.

• Sync posts reactions and data analysis

  All posts of the linked Facebook page will be synced to the associated Data Board (for Facebook posts) with the total number of reactions (like, love, care, haha, wow, sad or angry)

  

Step 3: The following shows advanced feature settings of Facebook Social Media Management. You can customize the settings that work for you.

• Assign incoming comments to a team member The assigned team member will receive a notification when a new comment comes in from the special group below

  a. Assign all incoming comments

  b. Assign negative comments (classified by AI-assistant)

  c. Assign neutral comments (classified by AI-assistant)

  d. Assign positive comments (classified by AI-assistant)

• Delete negative comments Automatically remove newly classified negative comments (by our AI-assistant) from the Facebook page posts. Negative comments existing before this journey setup will not be affected.

Note: You cannot send a reply as a comment or send an outbound message when you turn on toggle “Delete negative comments”.

• Send automatic outbound messages to users who made incoming comments Based on the comment classifications groups, you can add a tailored outbound message through Facebook Messenger, or you can send a reply as a comment to the incoming comments. The result is a faster response time and a better overall customer experience.

Note: When you set up send outbound messages or send as a comment reply to all incoming comments, you are not able to send other outbounds/ replies to negative or positive comments.

Example: Assign all incoming comments to a team member.

The team member received notification when a comment came in.

Example: Send automatic outbound messages to all incoming comments through Facebook Messenger and comment reply.

Received comment on my posts and sent automatic outbound messages through Facebook Messenger and comment reply.

Step 4: Upon saving and activating the Facebook Social Media Management, the related data board will be set up. Any incoming Facebook comments on your page will be synced onto the “Facebook Comments” data board with the feature settings you enabled. And data analytics of your page posts will be synced and updated on the “Facebook Posts” data board from now on.

Edit Setting:

You can find all your added journeys on the “Installed” tab on “Journeys” page and change the settings you’ve walked through with the card action menu “Edit Setting”.