Question 1

Reply to Facebook Recommendations

Accepted Answer

Once you have completed Facebook Authorisation you can reply to, edit, or delete replies to your Facebook Recommendations in Customer Activity. You can also respond to reviews via the Reviews Report and Success Report.

To reply to a Facebook Recommendation from within Customer Feedback Centre, follow these steps:

Log in to your Customer Feedback Centre account.

Complete Facebook Authorisation to enable the ability to reply to Facebook Recommendations via Customer Feedback Centre.

In Customer Activity, go to the Facebook Recommendation you wish to respond to. Click Manage, Select Edit and select Reply.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/OawDa6kKkT/Reply%20back%20to%20Facebook%28a%29.png (Reply back to Facebook(a))

Enter your reply under Review Response and click Submit.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/je22QGdsMe/Reply%20back%20to%20Facebook%20-2.png (Reply back to Facebook -2.png)

The reply will be posted publicly to Facebook and automatically be displayed in the Review Widget.

To view, edit, or delete a reply, go to the selected recommendation in Customer Activity and click the Replied tag or Manage > Edit.

Complete Facebook Authorisation for Customer Feedback Centre

Before you begin...

Users

You must have an Admin Page Role of the Facebook business page you wish to monitor. If you are unsure what role you have, go to your Facebook account and select the business page. Then click Settings at the top of the page and select Page Roles from the left hand column. If you do not have an Admin Page Role, someone who is a page Admin will have to update your role as Facebook instructs in How do I manage roles for my page?

Log in to your Customer Feedback Centre account.
If you have multiple locations, select your chosen location from the Business Dashboard.
Go to Account Owner > Authorisation Settings.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/kqiYpUa8Tu/Facebook%20authorisation.png (Facebook authorisation.png)

You must have an Admin page role in Facebook for the business page you wish to authorise. Click Log in With Facebook.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/JjTnHU7Jv3/Facebook%20authorisation2.png (Facebook authorisation2.png)

Complete the set-up wizard. Log in or verify your identity to continue.

Select the page(s) you want to use with Customer Feedback Centre. Click Next.

https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/vBxu45hDCk/resources/dUan3DgtDQ/Facebook%20authorisation3.png (Facebook authorisation3.png)

Review the permissions granted to Customer Feedback Centre. Click Done.

You have now linked Customer Feedback Centre to Facebook to successfully complete Facebook Authorisation. Click OK.

If someone else has the authorisations, then they can do this on your behalf by becoming a user inside your dashboard.

Just send us the following information so we can add them for you:

First Name
Last Name
Email address

Reply to Facebook Recommendations

Facebook Authorisation

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