Comments and private messages from the client's linked Facebook page and Instagram account arrive in the project, so the team can answer without opening each platform.
Before you start
- The client's Facebook page or Instagram account must be linked to the project, with the messaging and comment permissions approved during the connection.
- You need permission to edit the project to send replies.
Steps
To reply to a private message:
- Open Projects from the side menu and choose the client's project.
- In the project menu, under Marketing delivery, open Social media, then the Inbox tab.
- Choose a conversation from the list. Use Open, Waiting on customer and Closed, or Assigned to me, Unassigned and Past SLA, to narrow the list.
- Write your reply. Saved replies inserts a ready answer.
- Tick Close conversation if the matter is finished, then press Send reply.
- On the side, use Assign to to hand the conversation to a teammate, and set its Status and Priority. Internal notes are for the team only.
To reply to a comment on a post:
- Open the Overview tab and go to Latest comments.
- Press Reply under the comment, write your answer and press Post reply.
Good to know
- A reply to a comment is public. Everyone who sees the post can read it.
- New messages and comments come in with each sync. Upcycle syncs on its own during the day, and you can press Sync now at the top of the page.
- Replying from Upcycle works for Facebook and Instagram. For other platforms, reply on the platform itself.
- If a reply is not sent, Upcycle shows the reason. Common ones: the connection expired (reconnect the account), or the platform refused because too much time has passed since the customer's last message.
- If you see that replying needs a permission from Meta, press Reconnect Meta and approve it.
- Facebook and Instagram connection is being rolled out. If you cannot connect the client's page yet, contact support.
- The reply time limit shown on conversations comes from Message reply SLA (minutes) in Plan & strategy.
- You can also reply to comments from inside a published post: open the post and scroll to its comments.