Facebook Posts and Comments

Overview

At times customers want to contact you or get your attention via Facebook posts and comments.
In this article, we'll go through all the situations in which tickets will be opened in Glassix.

Post on Your Page

Posted by you

  1. Each root comment (a comment directly on the post) will open a new ticket.
  1. Each reply comment will be attached to the existing ticket.

Posted by a customer

  1. Each new post by a customer on your page will open a new ticket.
  1. The first root comment (a comment directly on the post) made by the poster will be attached to the existing ticket.
  1. Each root comment (a comment directly on the post) made by the poster or another customer will open a new ticket.
  1. Each reply comment will be attached to the existing ticket.

Public Tagged posts

This refers to public posts and comments on other pages in which your page is tagged.

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Note:

Dou to Facebook privacy limitations customers name and profile picture won't be shown in Glassix.

  1. Any post in which the page is tagged will open a new ticket.
  1. Each comment in which the page is tagged will open a new ticket.

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Note:

Dou to Facebook limitations it's not possible to respond to a customer's comment through Glassix.

  1. Post and comments made in groups won't show in Glassix duo to Facebook API limitations.

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