Initial analysis of Facebook All comments - Proprietary Metrics

Keep track of details about the comments made on your Facebook proprietary page.

The Proprietary Metrics module gathers important data about the pages connected to the platform, separating the charts by social networks. Some of them focus on the comments made by users on connected pages.

Locate the chart area through the sidebar:

All comments chart 

1. Facebook interactions

Here, you have access to comments made on posts according to the selected filter. 

The data displayed in this area is different from that presented in the STILINGUE Smart Care module because mention comments - when a follower tags your page in a post and someone comments - are not considered here. Only comments made directly on the page's posts will be considered in this set of information.

Attention! Interactions will be counted as a conversation, excluding responses from the proprietary page and other comments in the thread. This means that only the comment that initiated the thread of comments will be counted. When exporting this area, all comments will be exported individually. 

2. Date range

Choose the date you want to filter the comments. 

3. Comment status

Here, you can select the status of the interaction, including: all, Ignored, Pending, Open, Waiting, Responded, and Closed. 

4. Sort by

You can choose among the options: "Newest," "Oldest," and "Newest Responses" to select the type of comments you would like to view. 

5. Responder

Select a team member to find out who responded to a comment. In this field, the names of all individuals with access to STILINGUE and permission to send messages to users will appear. 

Note: It is important to remember that when a team member changes the status of the comment or responds to the comment through this area, the Responder field will be automatically assigned to them by the system. 

6. Theme

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. 

Tip: If it's relevant for your company, you can have themes such as "campaigns," "questions," "retail," or any other characteristic of your business. Themes can also be categories related to tags. To learn more about this field, access the guide.

7. Tag

Apply tags to the interactions made on the proprietary page. By including tags in the Search Configuration, you can locate them in this field.

8. Containing the search

You have the option to perform searches using boolean operators. To learn more about this functionality, visit the guide. Another option to locate comments is to insert terms using quotation marks (“ ”).

9. Sentiment 

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

10. Priority

To search for comments with the following criticalities: Low, Medium, and High, you must have previously entered this classification in some ticket. This action is manual.  Comments that require team attention are called "critical." Therefore, you can separate them by dividing the level of criticality among them. 

11. Checked

Search for comments that were manually checked earlier. 

12. Clear 

Clear the filter, removing all selected categories.

13. Filter

You can filter with the information you desire. Comments collected based on the options you marked will be presented. 

Note: Only the first comment made (which originated the conversation) and the last (most recent) will be considered in the filter. 

To follow the second part of this area, about how you can classify and respond to user messages, click here.

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