If you activate Facebook comments on the Facebook integration page, it will create a ticket in Gorgias every time a user comments on a post. Responses to comments sent from Gorgias will appear as a reply. Comments on "dark posts" are supported too!
How Ticket will look like on Gorgias
From the ticket, you will have the option to Hide, Like/Unlike and reply to the comment. You are also able to use Macros (Saved Replies) when you are responding to your customers :)
In case that Customer1 replies to the comment of Customer2 (e.g. comment on the comment) we will add a new message in the existing ticket as well.
If however, the post is from a user: the post will create a new ticket, each comment/reply will create a new message in the ticket.
Facebook comment reactions
You don’t need to open Facebook anymore to see if your customer reacted to your comment. Indeed, next to the message, we now display your reaction, your customer’s reaction, and the total number of the other reactions made. By hovering on the total number of other reactions, you will be able to see the kind of reactions the Facebook community has made. That way, you can have an idea of the popularity of your comment without leaving Gorgias.
- Unfortunately, Facebook doesn’t yet allow the creation of a reaction (besides a Like) using its API. So from Gorgias, it is only possible to Like/Unlike a comment.
- In order to protect our infrastructure, we are limiting the rate of Facebook reactions’ incomings into our system. This may lead to inaccuracies between what we are displaying and the reactions on Facebook.
Your Comments are not coming in to Gorgias? Do you get any error message when you try to reply to a comment? For these and other issues, we have an article that can help :) Please take a look at: Troubleshooting Issues with your Facebook Integration