An important part of offering great customer support is to be able to connect with customers wherever they are. This means connecting with them through your Facebook Page, Facebook Messenger, Instagram, and X (Twitter) accounts.
Facebook Page & Messenger
Facebook comments, page reviews, boosted post comments, and private messages through Facebook Messenger work seamlessly with Re:amaze. When customers post 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 your 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.
- If you’d like to learn more about what type of Facebook posts are supported, you can check out Social Channels (Facebook Page and Facebook Messenger).
- Want to connect your Facebook Lead Ads? See Social Channels (Facebook Lead Ads via Facebook Business).
- Re:amaze can work with your Facebook Messenger bots. You can refer to Facebook Messenger Bots (ShopMessage, ManyChat): How-To.
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.
If 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 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.
Instagram comments or direct messages are not importing.
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:
- Your Instagram account is set up as a Business Account
- Your Instagram account is connected to your Facebook Page
- You’re a full admin or the owner of the Facebook Page
- You’ve given Re:amaze the necessary permissions to access your Page
- 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.
NOTE: When you connect a Facebook or Instagram 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.
X (Twitter)
Re:amaze no longer supports a native X (Twitter) channel integration, as detailed here. Moving forward, Re:amaze will begin support for connecting to your custom X (Twitter) application to pull in posts and Direct Message interactions. Your X (Twitter) application will need to be at least on the Basic App tier and registered as an X (Twitter) Project within the X (Twitter) Developer Platform.
Learn more about how to connect your X (Twitter) account, here.