Description: Connect Facebook Messenger private messages and Instagram Direct (DM) directly to the Framework360 message management system (CRM/Helpdesk), allowing centralized management of social communications.
What is it for? (Practical examples)
Use this tool to optimize the management of interactions on social media:
- Centralization of communications: Manage all private conversations (including Instagram Direct messages) from a single interface, without needing to access social platforms separately.
- Quick responses and tracking: Automatically associate customers who write on social media with their profiles, enabling your team to respond quickly and keep track of interaction history.
- Advanced marketing automation: Automatically start marketing campaigns (e.g., sending a coupon or a link) as soon as a user comments on a specific Facebook post.
- Support via comments: Turn public comments on your Facebook posts into manageable private conversations, ensuring no request is lost.
Main features
1. Unified conversation management
The module automatically receives and categorizes incoming messages:
- Facebook Messenger: Private messages sent to your Facebook Page.
- Instagram Direct (DM): Private messages sent to your linked Instagram account.
- Facebook Comments: If enabled, receiving comments on posts is managed as a separate conversation.
2. Automatic response tools (Automations)
Within marketing campaigns, you can define a "Send Messenger message" action to automatically contact customers.
Creating the Messenger message:
- Content: You can write the message using dynamic variables (shortcodes) to personalize the text.
- Attachments: It is possible to include up to three attachments (images, PDFs) in the message.
- Interactive buttons: You can add up to two action buttons to the message to guide the user. Each button can:
- Be a Link (
web_url) that directs to an external web page. - Be a Message (
payload) which, when clicked, sends a predefined message to the system, useful for starting chatbots or specific sequences.
3. Customer tracking and identification
When a user interacts via Messenger, Direct, or Comments, the system:
- Registers the user: If the user is not already present, a customer profile is created.
- Assigns Tags: Automatically assigns a tag (e.g., "Facebook Messenger" or "Instagram Direct") to identify the contact source.
- Author details: In conversations, specific social profile details are shown (e.g., link to Instagram profile or commented post).
How to configure
The main configuration is found in the module settings panel.
Configuration options
| Section | Option | Description |
|---|---|---|
| Message reception | Select Facebook Page | The Facebook page from which to receive private messages (Messenger). |
| Message reception | Select Instagram account | The Instagram account from which to receive Direct messages (DM). Note: Feature supported only for profiles with more than 10,000 followers. |
| Message reception | Receive notifications | Enable receiving internal notifications in the system for new messages. |
| Message reception | Receive emails | Enable sending emails to staff for new received messages. |
| Comment reception | Enable reception | Select this option to receive comments on Facebook posts as manageable conversations. |
Automatic integrations
The module integrates directly with the Marketing and Automation system to create workflows based on social interactions.
Campaign start triggers (Post comment)
It is possible to start an automation campaign when a user leaves a comment on Facebook.
Trigger configuration:
1. Select page: Choose the Facebook page where comments will be monitored.
2. Post: You can choose whether to monitor "Any post on the page" or select one or more specific posts.
3. Replies to comments: Select "Also accept replies to comments" to include replies made under a main comment.
Marketing actions (Send Messenger message)
Once automation starts, you can insert the "Send Messenger message" action to communicate with the customer via Facebook.
- Sender: Choose the Facebook account (Page) from which to send the message.
- Content and buttons: Define the message and action buttons as described in the "Main features" section.
Important note: To send a message via Facebook Messenger, it is necessary that the customer has sent a message (or made a comment that generated a conversation) through Facebook; otherwise, the system will not be able to deliver the communication.
Types of automatic reply to comments
When replying to a conversation generated by a Facebook comment, the chatbot or automation system allows choosing the type of response:
- Send private message: Send the reply to the user via Messenger.
- Reply to comment: Post the reply directly as a reply under the original post's comment.
