Facebook Analysis - All Comments

Learn how to classify and respond to user comments on your Facebook page.

Understanding how users engage with the content posted on your proprietary page can improve your business metrics. Therefore, the Proprietary Metrics module gathers comments made by users on the posts of your pages on social media. 

 

All comments 

 

 

1. Photo

The presented photo is the one used by the user on the social network. You can also click on the avatar and be redirected to this user's tickets history.

2. Name 

User's name on the social network. 

3. Date

Day and time when the comment was made on the publication. 

4. History

How many times the user has interacted with the page. 

5. Likes

Number of likes that the comment received on the publication. 

6. Ticket number

Number of Ticket of the support service. By clicking on the number, you can copy it to the clipboard. 

7. Status

It is possible to change the status of the ticket to one of the following: Ignored, Pending, Open, Waiting, Answered, and Closed.

8. Themes

The themes registered in your Search Configuration appear here. If you want to identify which theme was assigned to the comment, you can select it or search for more than one. 

9. Message box

Here is the message that the user sent to the page. 

10. Tags

Apply tags to the support provided on the owner's page. By including the tags in the Search Configuration, you can locate them in this field.

11. Sentiment

Select the sentiment assigned to the comment from the options: Positive, Neutral, and Negative. 

12. Priority

The priority criterion is assigned to ticket that needs more attention. The higher the caution, the higher the priority assigned to it. This action is manual and can be filtered in other filters. 

Note: If you filter with all severity levels, the order displayed by the system will be according to the "sort by" field of the filter. 

 

13. Like Post

You can like the comment without leaving the platform.

14. Hide Post 

Here, you can hide the social media comment. By taking this action, you can no longer view the comment within the platform until you undo the action by clicking again to display the comment. 

15. Remove 

Remove comments. Once a comment is removed from social media, it cannot be recovered. 

16. Reply to comment

By clicking here, you can open the reply box and send a message to the user who made the comment. 

 

 

17. View comment 

This option directs you to the social media page where the comment was made. 

Note: The lock option works differently for Facebook live streams. In these cases, if you click the lock on a comment made during a live stream, you will be redirected to the live stream post itself (if it is still active) and not to the comment.

 

18. Mark as checked

If you want to annotate a post categorized by you, you can click and check the comment. Afterward, filter by only the checked comments to view what you have noted. 

19. Responder

When responding to a user's message, you are identified as the respondent and responsible for the inquiry. 

 

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