Engagement

Connect and engage with your audience effectively on Facebook

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Send direct messages through Facebook Messenger

Brands can send direct messages through Facebook Messenger to interact with customers privately without any interruptions. When you reply to direct messages in Sprinklr, your response will be sent to the user through Facebook Messenger. This allows brands to provide personalised customer care, resol

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Engagement

Facebook Engagement Capabilities & Limitations

In this article, we will cover the Engagement Capabilities and Limitations of Facebook within the Sprinklr platform.Engagement CapabilitiesReactions to a post in EngagementNoNoAPI LimitationLike a postYesYesUnlike a Photo, Video, or Album PostNoNoHide Facebook commentsYesNoSend and receive Facebook

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Engagement

Facebook external mentions

You can tag or mention any Facebook page or profile from the reply editor for Facebook message posts, comments, or replies.To tag or mention a Facebook page or profile from the reply editor, you can select any message type other than a private message. For example, a brand might choose a reply messa

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Engagement

Facebook Message Actions in Inbox

There are several Facebook message actions in the Inbox on the left pane. Let's deep dive into each of the message types:Comments: Some of the Facebook Comment actions are listed down:Like: You can like the comment if you want to.Hide: You can hide the comment for any reason.Delete: You have the op

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Engagement

Facebook policy on replying without Conversation Control

If you don't have conversation control, you may see a text warning on the message. However, you can still reply to the conversation by using the Human Agent tag permission. This will allow you to interject the conversation and take control of the thread.One common use case for this is when a user is

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Engagement

Respond to Facebook Comments as Private Messages

Brands can interact with their users privately by selecting the Private message option from the drop-down menu in the bottom left of the reply editor. This will allow brands to reply to a post privately without the other users on the thread seeing the conversation.To reply to a comment privately, si

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Engagement

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 Face

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Engagement