How Social Media Works¶
The social media channel brings posts and comments from your Facebook page and your Instagram Business Account into Daktela, so agents can react to them like any other activity. It is separate from the chat channels β Messenger chats and Instagram DMs have their own queues and connectors.
When you are ready to build, follow Set Up Social Media.
The Journey of a Comment¶
- A customer comments on a post on your Facebook page or Instagram account.
- Daktela receives it through the same connector that authorises your page or account β the Facebook connector or the Instagram DM connector.
- Unlike the chat channels, the pairing is made in the queue: the Social Media queue has a Connector field where you select the Facebook or Instagram routing. The comment then lands in the queue and is distributed to your agents.
Warning
Facebook comments limitation: only comments added to posts created or edited after the Facebook β Daktela integration is set up will be synced.
The Building Blocks¶
| Building block | What it does | Where to set it up |
|---|---|---|
| Facebook connector / Instagram DM connector | The authorised link to your Facebook page or Instagram Business Account β shared with the chat channels. | Settings β Routings β Facebook / Instagram DM |
| Social Media queue | Receives posts and comments from the connector selected in its Connector field and distributes them to agents. | Settings β Routings β Queues |
| Agents | The users whose rights have access to the queue. | Settings β Routings β Queues, Agents column |
Before You Start¶
- Administrator access to the Settings section of Daktela.
- An authorised Facebook or Instagram connector β if you don't have one yet, the Facebook Messenger or Instagram DM setup guides cover the authorisation.
- A list of agents who will handle comments.
Ready? Continue to Set Up Social Media.