Handle Facebook Cases in Desk
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Overview
Desk allows you to handle Facebook interactions as cases. After Adding Facebook as a Channel, you can start handling Wall Posts, Messages, and Comments as Desk cases.
Note: Importing comments from Facebook Groups and Sponsored Ads is not currently supported.
Configure Facebook for Desk
Go to Admin > Channels > Facebook > Pages and click the gear icon to configure your settings for Facebook.Facebook Case Features
- The case shows whether the customer sent a Private Message or a Wall Post.
- Private Message - Responding back to the customer creates a Private Message in their Facebook Inbox and is not shared on your Facebook Business Page's Wall.
- Wall Post - An agent's reply to the case will show as a comment on Facebook.
- If you want to remove content from your Facebook page, you can simply erase the post or comment.
- You can “Like” Facebook Wall Posts from the case view.
