Step 3 - Connecting Social Media Channels

An important part of great customer support is to connect with customers wherever they are. This probably means 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, never having to log into Facebook. You cannot publish new posts from Re:amaze since this is not a functionality that Facebook supports. However, if you publish new posts from Facebook, Re:amaze will pull in your post as a new conversation.

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.

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Instagram

Instagram is becoming a very popular channel for supporting and interacting with customers. You can import your Instagram photos, 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. Never lose another potential customer comment! 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!

Note: Instagram has just recently released their Direct Messages Beta API to a select few official partners. They plan to release this API to the general public early 2021. Supporting Instagram DMs is a high priority for us, and we will build our integration to support DMs once this API is available.

To connect an Instagram account, click on the "Settings" tab and select "Social Channels" on the left hand side. Click "New Social Channel" and then "Connect Instagram (via Facebook)".

To connect an Instagram Ads account, from your Social Channels Settings, you can click "New Social Channel" and select "Connect Instagram Ads (via Facebook Business)".

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

Since Instagram now part of the Facebook family, you'll need to connect your Instagram account to your Facebook as a business account. To see how to do this, please see this article.

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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.

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Jan 22, 2021

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