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Set Up Social Media

This guide takes you to handling Facebook and Instagram posts and comments in Daktela. If you haven't yet, read How Social Media Works first.

The whole setup:

  1. Authorise your Facebook page or Instagram account
  2. Create the Social Media queue and select the connector
  3. Add agents to the queue
  4. Apply the configuration and test

1. Authorise Your Facebook Page or Instagram Account

Comments arrive through the same connector that the chat channels use:

  • Facebook page β€” create and authorise a Facebook connector. If you also use Messenger, you already have one; a page can only be linked to one connector. Note that the connector's Next destination is used for Messenger chats only β€” comments are paired via the queue in the next step.
  • Instagram Business Account β€” create and authorise an Instagram DM connector.

The authorisation flows with screenshots are described on the connector reference pages.

2. Create the Social Media Queue and Select the Connector

  1. Go to Settings β†’ Routings β†’ Queues and click Add new, then select Social media.
  2. Fill out the Unique queue number and the Title (e.g. "Facebook comments").
  3. Under Connector settings, select the Facebook or Instagram routing from step 1 in the Connector field β€” this is what pairs the queue with your page or account.
  4. Click Save.

Every field is described in the Social Media Queue reference.

Warning

Facebook comments limitation: only comments added to posts created or edited after the Facebook – Daktela integration is set up will be synced.

3. Add Agents to the Queue

Info

Agents get queues only through their user rights: this dialog and the Queues tab of a set of rights are two views of the same setting β€” see How Users & Rights Work. If you have already given the queue a log-in type in your rights, this step is done. Setting up Daktela for the first time? Set Up Your Contact Centre shows where queues, rights and users fit in.

  1. In the queue list (Settings β†’ Routings β†’ Queues), find your new queue and click Change in the Agents column.
  2. Check (tick) the user rights that should have access to the queue.
  3. Select a Priority for each set of rights (0 – highest, 10 – lowest) and a Login type β€” Automatic is a good default.

See Queue Basics – Assign Agents to a Queue for all the options.

4. Apply the Configuration and Test

  1. If you created or changed a connector, click Apply configuration changes in the top right corner of Settings β†’ Routings β†’ Facebook (or Instagram DM).
  2. With an agent logged in to the queue and in the Ready state, comment on a fresh post on your page and check that the comment arrives in the queue.

Go Further

Not Working?

  1. No comments arrive? Only comments on posts created or edited after the integration was set up are synced β€” test on a fresh post.
  2. Comments stopped arriving? The Facebook or Instagram connector may have lost its authorisation β€” authorise it again and click Apply configuration changes.
  3. Comments aren't offered to agents? Check the queue's Connector is set, and an agent is logged in to the queue and Ready.

More checks, by symptom, are in Troubleshooting.