Step 3 - Connecting Social Media Channels

An important part of offering great customer support is to be able to connect with customers whenever and wherever they are. This can mean connecting with them through your Facebook Page, Facebook Messenger, Instagram, and Twitter accounts.

Facebook Page and Messenger

Facebook Page comments, Page reviews, boosted post comments, and private messages through Facebook Messenger work seamlessly with Re:amaze. When customers post problems or feedback on your Facebook Page or through Messenger, Re:amaze will pull in those comments so you can reply directly within your Re:amaze dashboard, without having to log into Facebook.

To connect a Facebook account, click on the ⚙️Settings tab and select Social Channels on the left hand side. Click + New Social Channel and then Connect Facebook Pages and Messenger.

When prompted, please authorize Re:amaze with full access to your Facebook Page so we can pull in new comments, mentions, and messages. All of your account information is secure. You can always customize the import settings later.

image

📝 Note:
Re:amaze doesn’t support creating, publishing, or scheduling new content on Facebook. However, if you do publish new posts from Facebook, Re:amaze will pull in your post as a new conversation.

⚠️Troubleshooting: You’re not seeing the Facebook Page that you want to connect on the list.

To connect a Facebook channel, you need to be logged in as a full admin or the Facebook page owner in order to grant Re:amaze the necessary permissions to access your page. During the connection process, you'll see a list of Pages that satisfy these criteria.

If you’re not seeing the Page you expect, we recommend going to Facebook to double-check your page role and make sure you’ve given Re:amaze all the necessary permissions.

If you’re still experiencing issues, feel free to reach out to support@reamaze.com or send us a chat.


Instagram

Instagram is popular channel for communicating and interacting with customers. You can import your Instagram direct messages, post comments, account mentions, as well as ad post comments directly into Re:amaze so you can start conversing with customers without needing to log into Instagram. You have the option to import all comments or use the smart import method to import just items you're mentioned in. Photos and videos are also imported!

To connect an Instagram channel, click on the ⚙️Settings tab, select Social Channels on the left hand side, then click New Social Channel:

  • select Connect Instagram (via Facebook) to connect your Instagram comments
  • select Connect Instagram Ads (via Facebook Business) to connect an ads account
  • select Connect Instagram Direct Messages to connect your direct messages

📝 Note:
You will need to add each of these as separate channels in Re:amaze. For example, if you’ve connected Instagram (via Facebook), it will import Instagram comments but not direct messages. You’ll need to create a new channel and select Connect Instagram Direct Messages separately. The same goes for connecting an ad account if you’d like to import ad comments into Re:amaze.

When prompted, please authorize Re:amaze with full access so we can pull in new messages on your page. All of your account information is secure. You can always customize the import settings later.

Since Instagram is part of the Facebook family, you'll need to connect your Instagram account to your Facebook as a business account.

image

⚠️Troubleshooting: You just connected your Instagram account but no comments or direct messages were imported.

In order to connect an Instagram channel, the Instagram account has to be converted as a Business Account (Creator Accounts are not supported at this time) and connected to a Facebook Page. You’ll then need to be logged in as a full admin or the Facebook page owner in order to grant Re:amaze the necessary permissions to access your page.

We recommend checking your Facebook and Instagram settings and making sure that:

  1. Your Instagram account is set up as a Business Account
  2. Your Instagram account is connected to your Facebook Page
  3. You’re a full admin or the owner of the Facebook Page
  4. You’ve given Re:amaze the necessary permissions to access your Page
  5. You’ve allowed access to messages from the Instagram mobile app (for Direct Messages only)

If you’re still experiencing issues, feel free to reach out to support@reamaze.com or send us a chat.


Twitter

Re:amaze is brilliant with Twitter. When customers tweet or direct message you, you can reply right from within Re:amaze. When you craft your reply, Re:amaze will automatically limit your replies to the exact amount of characters that is allowed by Twitter. But what's even better is that you can tweet over Twitter's character limit. When you do, Re:amaze truncates your reply with a permalink so your customers can easily view the expanded conversation in a beautiful web interface.

To connect a Twitter channel for support, click on the ⚙️Settings tab and select Social Integrations on the left hand side. Click New Social Channel. Select Connect a Twitter Account.

When prompted, please authorize Re:amaze with full access so we can pull in tweets and DMs. All of your account information is secure. You can always customize the import settings later.

image


📝 Note:
When you connect a Facebook, Instagram, or Twitter channel, Re:amaze is not able to import all of your historical conversations. Re:amaze will only be able to import a few pages worth of data. However, any new supported comment or message that you receive will be imported going forward.

Sep 8, 2022

Contact Us

Not finding what you're looking for? Contact Us Directly