Engagement & Community Management
See the Community Management page for general instructions on engaging with posts. Sprinklr enables responding to inbound Facebook messages, posts and content from Engagement dashboards. See below for some platform-specific features with regards to community management.
Engagement Capabilities
Users can view @ mentions of their unit’s page in Facebook posts, comments and replies that are made on pages and accounts not connected to the system. These are visible on the engagement dashboard using Facebook columns filtered to the specific owned Facebook page.
These external mentions do not flow into the system through the universal inbox rule that engagement messages with connected pages follow, so these messages cannot be removed from the external mentions columns on the engagement dashboard. However, users can engage with them.
The following actions appear in the engagement menu on a message in the engagement dashboard:
- Comment on Post
- Reply
- Like
- Archive
- Delete
- Hide
Opening the message into the Third Pane view allows users to access the profile information for the message author. This information includes:
- Message sender's profile - including photo, profile information, properties and comments
- Conversations - messages between this user and MSU-related accounts connected to Sprinklr
- Recent updates - posts by this account
- Follow/unfollow
- Audit trail - changes made to the profile record in Sprinklr
On April 22 Meta deprecated API access for Facebook groups to third-party tools. As a result, no new groups were added to Sprinklr after that date. Scheduling and publishing functionality are no longer be supported. Natively-posted group posts do not import into Sprinklr and there is no group post insights and analytics available for posts after April 22. Analytics data remains available for group posts made prior to April 22.
Facebook reviews can be monitored in real-time in a separate column. See the Sprinklr Knowledge Portal article "Facebook Reviews in Sprinklr" for more information on using Sprinklr to monitor Facebook reviews.
A comment can be hidden using the engagement options, but a better option is to use the Hide macro created during the onboarding process. This macro sets the appropriate status, archives the message, hides it on the native platform and moves it to the appropriate hidden message queue.
Note: Michigan State University is a public university and is subject to first amendment rights to the freedom of speech. Only hide comments when they break the standards of behavior outlined in the MSU Community Guidelines.
In 2021, Facebook rolled out its cross-app communication feature which allows users to chat with customers and other contacts across both Facebook Messenger and Instagram Messages.
If a unit has the cross-app communication feature turned on, those messages will not appear in Sprinklr. If a unit notices Facebook or Instagram messages showing up natively, but not in Sprinklr, they may have cross-app messaging turned "on.” University Communications and Marketing recommends that units turn this feature off.
How can units disable this feature?
If a user has already updated Messenger to the latest version of the app, they can turn off this feature by going to Instagram settings > privacy > messages, which opens the “Message Controls” section.
Then take the following steps:
- Go to Message Controls
- Scroll down to “Other People”
- Click “People on Facebook”
- Check the button for “Don’t Receive Requests”
If a user has not updated the Messenger app yet click “Learn More About this Change” on the introductory message, then follow the above steps. Please note this is all done via the Facebook mobile app.
Due to GDPR compliance regulations, Sprinklr does not support the following Messenger functionality for Facebook:
- European pages in all chats
- Pages with European admins in all chats
- Any chats with people from Europe
What this means for MSU:
- If a unit has staff residing in Europe who have admin access to the unit page, none of the messages sent to the page will appear in Sprinklr.
- If a unit has any messages sent to the unit’s page from anyone residing in Europe (including alumni, prospective students) these messages will not appear in Sprinklr.
Units should periodically check the message inbox through the native Facebook platform to confirm all European messages have been received and responded to in the native platform.
Publishing to Facebook
See the Social Publishing page for general instructions on creating and publishing posts. The information below contains additional details relevant specifically to Facebook content. Users can also see the Sprinklr Knowledge Portal articles indexed at "Publishing to Facebook" for additional information.
Creating Facebook Posts
There are a few additional features and details to note when creating a Facebook post using the Create Post panel. Users can also see the Sprinklr Knowledge Portal article "Create and Publish a Facebook Post" for additional information.
Post
- The post type allows users to add a message, photo(s) or video.
- Users can also click Insert in the message post to add custom links, content placeholders, a YouTube video, link or text template.
- If users add multiple images include separate alt text for each. Alt text is not available for GIFs or videos.
- GIFs are treated the same way as an image, but users cannot add multiple GIFs or a GIF in combination with another asset.
- When uploading a video file, enter a title and description. Users can also add a caption and change the thumbnail for the video.
Carousel
- The carousel post type allows users to add multiple photos. Each photo can have a headline, description, call to action and URL, in addition to a general post message. Users can choose to hide the End Card in the carousel.
Album
- The album post type allows users to create a photo album. Users create an album name, album description, and select or upload photos (including photo descriptions and alt text).
Live Video
- The live video post type enables publishing or scheduling a live post on the Facebook page directly via Sprinklr. See "Facebook Live Video" in the Sprinklr Knowledge Portal for more detailed instructions for Facebook live streaming.
For images, including GIFs, be sure to add appropriate alt text. This descriptive text is used by screen readers to assist those who are unable to see the image. Alt text is also helpful for search optimization.
To add alt text, choose the specific Facebook account from the channel selection bar. Scroll down to the image section and add alt text for each image. This must be repeated for each individual image and account. The alt text fields will not appear when the global "all accounts" option is selected because alt text is not available on all channels via Sprinklr. This is due to API restrictions.
Note: To ensure all institutional account content is as accessible as possible, the accounts controlled by University Communications and Marketing will not share (i.e., repost) any content containing images that do not include proper alt text.
To tag a page, type @ and then begin typing the Facebook page name. Choose the name from the drop-down list of potential matches that appears, then continue typing a message.
An API limitation prevents Sprinklr from @-mentioning a Facebook Profile.
Click the Emoji Picker icon to insert an emoji in the message.
Sprinklr allows for geo-targeting and gating Facebook posts.
See the Sprinklr Knowledge Portal article "Preferred Audience versus Audience Restrictions" for information on what these limitations mean for the unit’s audience.
Refer to the Sprinklr Knowledge Portal article "Geo-Targeting Facebook Posts" for specific information on using the Preferred Audience (targeting) settings.
Dark posts are posts that do not appear on the page but will appear in the page followers' feeds. They are often used for ads.
Note: Dark posts published natively on Facebook will not be pulled into Sprinklr unless a comment is made on the post. A comment action on the dark post will cause the dark post to be imported into the Sprinklr platform. This means that ads created natively as dark posts or created in another tool (often by an agency) will not import into Sprinklr unless there is a comment on the ad post.
Read more about dark posts and how they work in various parts of the platform in the Sprinklr Knowledge Portal article "Dark Posts in the Sprinklr Platform."
Checking this box schedules the post in the native platform.
This option appears for verified Facebook pages. When publishing through a verified Facebook page users can select other verified accounts to publish with as branded content.
Read more about this in the Sprinklr Knowledge Portal article "Publish Organic Facebook Branded Content."
It is best practice to add a caption file to all videos. This allows those who are hearing impaired, as well as those who watch a video with no audio, to consume the message.
To add captions to a video:
- Select the video in the Create Post panel.
- Hover over the video thumbnail and click on the Add Caption icon on the lower left corner of the thumbnail.
- Click Add New Language and search for the desired language in the menu.
- Upload an SRT file.
- Maintain the character count of 109 characters for each group of the subtitles.
- Click Add alongside the desired language to upload the subtitles for the video.
- Click Save in the bottom right corner of the Add Video Captions pop-up window.
After selecting a video file in the Create Post panel, hover over the thumbnail and click the Change Thumbnail icon in the bottom right corner. Select the Prominent Frame for the video. Click Use this frame in the bottom right corner of the Media Uploader window.
Facebook Limitations
For an overview of the latest Facebook functionality in Sprinklr, see the "Facebook Capabilities and Limitations" article in the Sprinklr Knowledge Portal.
Facebook Best Practices
The University Communications and Marketing website offers additional insights on best practices for content and strategy on Facebook.
Documentation updated: Nov. 1, 2024