Private Response - STILINGUE Smart Care

Index:

1. Introduction
2. How to respond to the comment
3. When is it not possible to respond? 
4. Automatic annotation 

Introduction

Discover the feature that simplifies sending private messages to users on your Facebook or Instagram page.

With STILINGUE Smart Care's Private Reply, you can respond to a user who has commented on your page directly via inbox, without the need to locate the profile or send a separate message. Additionally, within the inbox, you can interact, reply to messages, and download files sent in pdf, xls, txt, csv, odt, ods, or DOCX formats. This feature is a practical way to optimize your customer service. 

If a user on your page is making a complaint, and you need to contact them directly, or even if it's a compliment that deserves a personalized and individual message, everything can be done by activating this functionality without leaving the platform. 

How to respond to the comment

To use the Private Reply option, first make sure that the interaction available in STILINGUE Smart Care is a comment made on the Facebook or Instagram page. 

After that, click on the icon: 

A screen will appear for you to send a private response to the user. To understand the behavior for the response in different scenarios, follow: 

1. If there is no existing conversation with the user

Sending a private response initiates a conversation (considered the first inbox), and the following message will be displayed:

2. If there is already a message history with the user

Here, you will see the last two messages of the conversation. You can respond from the same screen or open the complete conversation (in a new tab).

For both scenarios, after sending the private response, you will receive a success message in the same window, as shown in the image below:

If you select "Go to conversation," a new tab will open with the inbox conversation that has just been created. If you cancel, you will return to the public conversation (where you were previously), and you will notice that the interaction of the responded comment will be marked as follows: 

By clicking on the link “private message” (highlighted in the image), the inbox message will be loaded in the same tab.

When is it not possible to respond? 

If the comment has already been responded to using the Private Reply feature, it cannot be responded to again. This behavior aligns with the social media API. 

Note: the "Go to conversation" button opens a new window with the inbox of this user. 

If the comment is older than 7 days, it is also not allowed to send private responses (according to the social media APIs).

Automatic annotation 

• Enabled

If the survey has the "automatic annotation" option enabled in the Settings area, the conversation that generated the private response will be marked with the Responded status, and the new inbox created will be marked with the waiting status. 

Regarding the assignment of respondents to new inboxes: the respondent will not be automatically assigned at the time the inbox is created. The message will remain without a respondent. For existing inboxes, the respondent will be the same as was assigned previously until a new response is made.

• Disabled

If the survey does not have automatic annotation enabled, the conversation that generated the private response will not have a status change, and for the inbox, the waiting status remains. 

In both cases, there is no SLA count for the created inbox, as the status will remain as Waiting. 

Note: Regarding the report, all these conversations will be identified as Inbox.

For more information, visit the discussion on the subject at our community or videos on our channel. 😃