Receiving nearly 76 thousand comments and direct messages within 24 hours on a single Facebook page? We know it’s possible because it happened to one of our customers. 

It would take 9 people working non-stop for 24 hours (without taking a single break) to manage it successfully.

Ready to give auto-moderation a try (and save hours replying to repetitive questions or moderating spam?) Here’s how to do it.

Auto-moderation in NapoleonCat lets you automate responses to comments and messages on Facebook and Instagram, Facebook Ads and Instagram Ads, along with some other actions like:

  • Deleting a comment

  • Hiding it

  • Archiving it

  • Flagging a comment in the inbox

To do any of these, you first need to create an auto-moderation rule that will take care of it for you.

To create your first automated moderation rule, go to "Inbox" and click on "Automoderation" in the upper right corner.

automoderation box

A pop-up window will appear, where you’ll later see all your rules listed. Once you set them up, you will be able to edit and/or delete them here.

But we’re setting up your first rule, so the window is now probably empty for you.

To set it up, click Add new rule.

adding new rule

First, give your rule a name to easily locate and access it on the list. The name is only for your reference.

Then, select the page the rule will apply to. Remember that the profiles need to be connected to NapoleonCat first. (Here’s how to do that: https://brain.napoleoncat.com/en/articles/911947-adding-social-media-profiles-and-pages )

You will see all the pages you manage and are connected to your account in the project you're currently in.

naming the rule in napoleoncat

Ready? Good!

Now, it’s time to define the type of the message that the rule will apply to.

You’ll see two options here:

  • Trigger

  • Condition (only for Facebook).

Below are the lists of all the further options you have within each one:

options to be set

With triggers, you can choose to react to:

  • Posts people add to your page

  • Comments under organic posts

  • Your profile mentions

  • Comments to posts that mention your profile

  • Private messages

  • Comments under your paid ads on Facebook

  • Comments under a specified post

  • Sub-comments under a specified post

  • Facebook reviews

  • Organic top level comments ( If you reply to the question, that’s a top level comment. If you reply to that comment, it’s a second level one)

kinds of comments

For conditions, select:

  • All fan posts

  • Text-only posts

  • Only posts that contain links (very helpful for managing spam)

  • Only posts that contain photos or videos.

You can further narrow down your rule by adding tags and keywords.

With tags, you can tag your fans in the inbox as customers, leads, top fans, trolls, etc. – and then apply your rule only to these groups. Remember that’s just an option - you do not need to do this for auto-moderation to work. It will undoubtedly be helpful in the future once you already tag your fan. Let’s say there is a troll, who leaves negative comments all the time - you can tag such a person (troll) and then define ‘’inbox action’’ - hide or delete - the comments will not be visible.

Note: The rule is NOT automatically applied - it will work on previously tagged users.

tagging users

Here’s more about creating tags: https://brain.napoleoncat.com/en/articles/2608711-creating-labels

If you want to target and auto-moderate messages containing specific words and phrases, this is where you can specify your keywords. If you have a list of words you want to include, separate them with commas or press “Enter” to add the next word.

To apply the rule to words containing a specified letter sequence, add an asterisk ( *) before or after it (or both). Here’s an example:

If you type *lie*, the rule will be triggered for words containing “lie” – e.g. believe.

Typing pric* will trigger the rule for words like: price, pricing, prices, etc.

And typing *size will include resize, upsize, downsize, etc.

keywords

You can either apply the rule right away or schedule it to work within a specified timeframe – for example, if you’re planning to take a short break. A scheduled rule will work only during certain days of the week and hours of the day - all according to your needs.

To set up a schedule, check the “Rule schedule” box and mark grey the time slots to activate the rule (grey means active time for the rule).

Note that the rule will only apply to future messages, which means that the messages you already have in your inbox will not be auto-moderated.

Now it’s time to “save rule” – and you’re good to go enjoy your time off or wait for the rule to start working with the first comment.

rule schedule window

If you want to know whenever the rule is applied, you can also set up email notifications. Define the email(s) of the people you want to be notified and modify your message. It can contain details about:

  • The author of the moderated message ( Facebook user who sent the automoderated message or comment)

  • The link to it

  • The content of the message.

To learn more about setting up the actions you want your auto-moderated rule to trigger, come this way:

https://brain.napoleoncat.com/en/articles/5835476-how-to-automatically-reply-to-comments-and-messages-on-facebook-messenger-instagram


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