Request: The client has reached out to us with their concern with responding to Facebook tickets.
Verification/checklist:
- We must check if the ticket numbers are shared by the client, if not shared we must request the ticket numbers.
- We must check if the client has made any changes to the Facebook page settings post integrating with Kapture such as password, username, or the Auth token.
- We must check if it has crossed 24 hours post the ticket creation time.
Procedure:
CASE 1: If the client has made any changes to the Facebook settings post-integration.
- If the changes were made to the account password, Auth Token we must go ahead and reconfigure/reintegrate the Facebook page.
Procedure:
Steps for Facebook Configuration:
Configuration>Facebook setup>Connect with Facebook> Select the page to be configured.
Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with responding to Facebook tickets.
We have gone ahead and made the necessary changes.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
CASE 2: If the client has informed us that they are unable to reply to Facebook Direct messages.
As per a restriction from Facebook, We will be able to reply to the Facebook DM tickets within 24 hours post receiving the message and will not be able to respond it has been more than 24 hours since the creation of the ticket.
Template (If the ticket was raised within 24 hours of receiving the FB DM):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with responding to Facebook DM tickets.
We would like to inform you that you will be able to respond to the tickets within 24 hours of receiving the message as this is a restriction from Facebook.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
CASE 3: If the client has informed us that they are unable to reply to Facebook post comments.
- In this case, we must check if the comment was deleted by the customer. If the comment was deleted, we will not be able to respond to the ticket.
Procedure to check if the comment was deleted:
- We can check if the comment was deleted on the post by checking the Facebook post.
- By clicking on the Facebook icon on the right side of the post we will be redirected to the Facebook post.
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- If the post comment was deleted the Facebook post will not appear and give us an error 404.
Template (If the comment was deleted):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with responding to the Facebook comment ticket.
We would like to inform you that you will not be able to respond to the ticket as the post comment has been deleted.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA || Team R
Acknowledgement Template (When the request is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with responding to Facebook tickets.
We have forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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