PromoRepublic's Inbox feature is available for Facebook business pages. It covers:
Page direct messages
Comments and replies on public posts
How does it work?
Select the type of incoming communication in the drop-down list:
You can apply one type at a time or all of them. Any type of communication is presented per page. Inbox isn't available for multiple pages.
The second important step is to authorize SocialPost on Facebook to actually receive and answer any incoming communication from your business page by tapping on the appropriate button.
Clicking the button will open up a Facebook permission box of the following kind. Click Continue as [your profile name] and the rest of the steps.
In case the inbox part is empty even though there are recent comments or messages, check the Business Integrations as advised.
Open Business Integrations in Facebook's settings or follow this link. Find SocialPost, then tap View and Edit. You'll see a list of different permissions, such as Manage and access Page conversations in Messenger, Manage comments on your Page, etc, so scroll down for more. Make sure the necessary page is ticked.
Once the page is authorized, you may also want to sort the chosen communication by:
Default means a chronological order.
Reviewed first means that the chosen type of conversation will appear in chronological order, though the dialogues that were answered or marked manually as reviewed will appear first. When you answer a message in the PromoRepublic interface it will be marked with a green checkmark (marked as reviewed) automatically.
If it was answered on the Facebook page natively, the message or comment or review won't be marked with a green checkmark.
Unreviewed first means that the dialogues that were not answered or marked manually as unreviewed will appear first in chronological order. And reviewed dialogues will appear afterward.
A blue dot signifies that the communication wasn't open in the PromoRepublic interface even if it was seen and processed in Facebook natively. To mark a message, comment, or review as processed tap on the tick sign on the right and it'll become green as shown below.
In the conversation list on the left, you can see first-level and second-level comments as separate entities. Upon clicking on a comment in the left side list you'll see the thread on the right.
The comments' functionality works the way, that each new comment will automatically create a new conversation in a conversation list regardless of the level. The purpose is to ensure that any of the incoming conversions is not left unnoticed. Accept, the page comments, meaning that any comment left by your Facebook page would not appear in a conversation list.
Second-level comments are indicated in a thread by a vertical line from the first-level comment. The dialogue screen allows you to navigate through the entire thread of conversation and reply on any level.
At any time you can jump to the Facebook interface directly to answer and view the conversation.
As mentioned, you can answer direct messages on your Facebook business page in PromoRepublic.
IMPORTANT: Facebook API restricts responding to a direct message in the PromoRepublic interface later than 24 hours after the message was received.
According to Facebook rules, you can send private messages "...to anyone who has sent a message to your Page." In other words, you can't initiate the conversation from your end - you can only send a message to someone who contacted you via private message earlier. However, you can reply in a private message to a comment.
It is possible to send PNG and JPEG files attached by clicking on the picture icon.
We don't support the GIF format. Such an image won't be shown in the PromoRepublic interface. For example, if you send solely a GIF without any test the message will be empty as shown below.
It is possible to see all Facebook reviews, positive and negative ones. Each review is a separate entity in the left sidebar. Clicking on it you'll see the comments on the right. In order to reply tap the appropriate button.
If you have any further questions, please contact us at [email protected].