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Facebook comments, recommendations and ad commentsUpdated 20 days ago

Facebook comments

Once you integrate your Facebook business page with Gorgias, you will be able to manage and reply to your shopper's Facebook comments from inside your Gorgias dashboard.

If you activate Facebook comments on the Facebook integration page, it will create a ticket in your helpdesk every time a user comments on a post. Responses to comments sent from the helpdesk will appear as a reply. Comments on dark posts are supported as well as Facebook recommendations.

From the ticket, you will have the option to hide, like/unlike it, go to the post/comment, and reply to it.


Additional information

  • You can build Rules that will automatically like specific Facebook comments (for example, all positive comments). Also hide certain comments (for example, negative ones).
  • If you hide a comment in Gorgias and then log into your Facebook account, you'll see the comment after it’s been hidden, however, other Facebook users won’t be able to see it.
  • If you only like a Facebook comment, the ticket won't be billable.
  • Comment replies from other Facebook users will update the existing ticket as well. 
  • If the post is from your agent it will create a new ticket, and each comment/reply will create a new message in said ticket. If the comment is done from Facebook directly, the author of the comment will appear as Gorgias Bot in the ticket.
  • We support carousel posts and comments on carousel posts.
  • Replies to hidden comments will appear in your tickets, even though they will be hidden on Facebook.
  • If you reply to a comment directly on Facebook, it will show up in the Gorgias ticket but it will not count as a billable ticket.



Facebook recommendations

You can get your Facebook page customer's recommendations in Gorgias. To activate this feature, navigate to Settings -> App Store -> My Apps -> Facebook Messenger & Instagram -> Your Facebook Integration, and check the Recommendations option:


After that, tickets will be created for every new review on your page and will update them with each new comment on an existing review, just like with Facebook comments in general.




Facebook Ad comments

To pull Ad comments as tickets in your helpdesk follow the steps below:

1. Navigate to Settings -> App Store -> My Apps -> Facebook, Messenger & Instagram -> Your Facebook integration.

2. Check the Posts, comments and ad comments option.

3. Click Save Changes.


Tickets created for Facebook ad comments will be under the Facebook Comment channel.



Private replies via Messenger

Private Replies is a Facebook feature that allows you to reply to a Facebook comment with a single message on Facebook Messenger.

Using the same feature in Gorgias, your customer will get a reference with a link to the comment that is getting the reply in the new Messenger message.

Private replies are allowed within 7 days of the creation date of the comment.

If a comment is deleted, it cannot be replied to via Messenger, you can reply with another comment, which will show even though the comment you replied to was deleted. If this happens, you will receive this error:


Respond privately

1. Open a Facebook comment ticket

2. Hover over the comment message that you would like to respond to, if you are eligible to respond to the comment privately, a Message button will appear next to the comment.


3. Click on the button, it will open a popup allowing you to edit the response.


4. Click Send. Once the reply is sent, an event will be displayed in the comment ticket along with links to the Messenger ticket where the reply is.


5. Next, there are 2 scenarios:

  1. If no recent Messenger conversation with the shopper is found (or the last message was sent more than 3 days ago), a new closed Messenger ticket will be created.
  2. If a recent Messenger conversation with the customer is found (the conversation must have been active less than 3 days ago), the response will be added as a new message to the conversation.

6. On the Messenger ticket, the comment will also be shown above the private reply for context:




Comment reactions

You don’t need to open Facebook to see if your customer reacted to your comment. Next to the message, you'll see your reaction, your shopper's reaction, and the total number of other reactions made. By hovering over the total number of other reactions, you will be able to see the kind of reactions the Facebook community has made. That way you'll have an idea of the popularity of your comment without leaving Gorgias.



Mentions

When a User or Page mentions an integrated Facebook page in a post or comment, a ticket will be created. Agents will be allowed to reply to comments, and like them, but not hide or reply on Messenger.



Limitations

  • Facebook doesn’t allow the creation of a reaction other than Like using its API. So, from Gorgias, it's only possible to like or unlike a comment.
  • To protect our infrastructure, we are limiting the rate of Facebook reactions coming into our system. This may lead to some inaccuracies between what we are displaying and the reactions on Facebook at the moment.
  • Facebook dynamic ads comments cannot be pulled into Gorgias.
  • Due to an API limitation, all comments, including thread replies, into Gorgias, however, you can only reply to top comments on posts, but not comments on comments left by other customers.
  • If you wish to download a file from a Facebook ticket the file can only be downloaded as a .web file, even though it might be a different format on Facebook directly. There is a workaround, try the following:
  1. Find the video/image file downloaded on your computer.
  2. Start renaming the file, at some point in the name there will be a .mp4 for video or .jpg for images.
  3. Erase everything after the name of the file.
  4. You should now be able to open the file.
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