Engagement for Facebook

CXM Lite has 4 types of inbox messages for the Facebook channel where brands can engage with customers. These are Private, Post, Reply, and Comment messages. The brands and the users can act on each message such as Reply, Like, Collaborate, Tag the posts, etc. as per their use case.

Navigate to Facebook Platform messages

1. Go to the Home page of CXM Lite and click the Inbox feature from the left pane.

   
   

   

   
   

2. Now, click the Filter option in the top right corner and click the Facebook option from the Platform filter to view Facebook-only messages. Click Apply. All the Facebook messages will appear on the left stream.
   
   

3. Let's explain the 4 types of Facebook messages below:
   
   

Post: Messages tagged as posts are Facebook posts where your brand has been tagged in the content or caption. Actions you can take on Posts:

• Like

• Hide

• Like from multiple accounts

• Comment

• Delete

• Collaboration

• Tags

• Mark as Spam

• View Details

• Quick Actions

• View on Native Platform

Comments: These are responses to your Brand's published Posts and Pictures. Sprinklr allows you to take the below actions on Comments:

• Like

• Hide

• Reply

• Like from multiple accounts

• Delete

• Collaboration

• Tags

• Mark as Spam

• Quick Actions

• View on Native Platform
  
  

Reply: These are replies to your Brands comments on your Posts or Public posts.You can take the below actions on such messages: 

• Like

• Hide

• Reply

• Delete

• Like from Multiple accounts

• Collaboration

• Tags

• Mark as Spam

• View Details

• Quick Actions

• View on Native Platform

Private Message: In a Private message type, the brand can reply to the message privately by selecting Private Message from Reply Editor. The brand can perform specific actions such as

• Reply

• Collaborate

• Tags

• Mark as Spam

• View Details

• Quick Actions

• View on Native Platform