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. Luckily, they used NapoleonCat's automatic moderation rules to help them sift through spammy and trivial messages. Their customer service team was able to concentrate on tackling real issues and answering urgent questions.
In this article I'll show you how to set up automatic moderation rules for your Facebook page.
Automatic moderation will help you improve your customer service by:
enabling automatic replies;
forwarding messages to appropriate people in your organisation;
hiding or deleting inappropriate content from your Facebook page.
It can also be used to improve the performance of your Facebook ad campaigns when you set them up for your dark (promoted) posts.
Currently, automatic moderation rules can be applied for a variety of messages you receive on your Facebook pages, including:
comments to your page posts;
posts fans publish on your page;
private conversations sent via Messenger;
comments to your promoted (aka 'dark') posts;
comments to specific posts (one or more),
comments to your page mentions.
To create your first automatic moderation rule, go to "Inbox" and click on "Automoderation" in the upper right-hand side corner.
You will see a pop-up window, which will show all your rules (once you set them up) with the ability to edit and delete them. Click "Add new rule".
First, create a name for your rule. It will be displayed on the list of your rules so you can easily navigate between them. Then, choose the Facebook page, for which you want to create the rule. You will see all the pages you added as managed to your account in the project you're in.
Now you should define the type of message you want the rule to work for.
You have the following options, called "triggers" and "conditions":
1) post to page, which means posts published by fans on your page:
all post of fans;
only posts with a link;
only posts containing a photo or a video.
only comments with link;
only comments with a photo or video.
ads top-level comments
3) private messages:
all private messages from a fan;
only the first message from a fan.
4) comments dark (promoted) posts:
only comments with a link;
only comments with a photo or video.
5) page mentions and comments to page mentions,
You can also define user tags that should trigger the rule. User tags are defined in "Project settings" and are applied manually in the Inbox by moderators. Once a user is tagged, all his/her future messages will be marked with the tag. As an example, you can tag your VIP customers and then give them priority support by automatically flagging messages they send and forwarding them via e-mail to dedicated customer support representatives.
Now it's time to define the action you want your rule to take on messages that meet your criteria.
NapoleonCat can perform the following actions (either one or all of them):
Action in Inbox - flag a message (flag is only visible inside the Inbox, not on Facebook), archive it (automatically move from "New" to "Archive), delete (delete message from your Facebook page and move from "New" to "Deleted"), hide (hide message on your Facebook page and move from "New" to "Hidden),
Publish reply - automatically post a comment on your Facebook page; depending on the message type - comment to a fan comment under your page post, comment to a fan post or private reply to a private message sent via Messenger; you can set up to 20 random replies to further boost your page engagement (see this article for more information),
Forward the message via email to designated addressees - the e-mail can include the message content itself, the author and link to the original message as well as additional notes.
What happens if you set two separate rules for the same keywords? Which rule is going to work? We recommend limiting your Automoderation rules to one per keyword/set of keywords. However, there are two things you should keep in mind:
“Older” rules have priority - rules set earlier chronologically work first before rules set later on
“Specific post” rules have priority - rules set for a specific post work first before rules set for all posts
Important: You cannot automatically delete a comment and reply to it. You should rather set a rule to hide content in such cases.
Important: The rule set for specific posts has a higher priority. The order in which the rule is created is of secondary importance in this case.
You can also set up a schedule for your rule to work only during certain days of the week and hours. This way they will only work when your moderators are away. To set up the 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 be applied to future messages, which means that the messages you've already had in your Inbox will not be auto-moderated.
All you have to do now is click "Save rule", sit back and enjoy NapoleonCat doing the work for you ;-)