One of our users has recently received almost 76 thousand comments and private messages within 24 hours on a single Facebook page! To manage all those messages manually, 9 people would have to work for 24 hours without taking a single break. Luckily, they used NapoleonCat's automatic moderation rules to help them sift through spammy and trivial messages and concentrate on real customer issues and questions. In this article I'll show you how to set up 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 and even hiding or deleting inappropriate content from your Facebook page. It can also be applied to improve your Facebook ad campaigns effectiveness when you set them up for your dark (promoted) posts.

Currently automatic moderation rules can be applied for messages you receive on your Facebook pages, such as:

  • comments to your page posts,
  • posts fans publish on your page,
  • private conversations sent via Messenger,
  • comments to your page promoted (aka dark) posts,
  • comments to specific posts (one or more),
  • page mentions,
  • comments to your page mentions.

To create your first automatic moderation rule, go to "Inbox" and click "Automoderation" link 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 following options, called "triggers" and "conditions":

1) post to page, which means posts published by fans on your page:

  • all post of fans,
  • text only posts,
  • only posts with a link,
  • only posts containing a photo or a video;

2) comments:

  • all comments,
  • text only comments,
  • only comments with link,
  • only comments with a photo or video;

3) private messages:

  • all private messages from a fan,
  • only the first message from a fan;

4) comments dark (promoted) posts:

  • all comments,
  • text only comments,
  • only comments with link,
  • only comments with a photo or video;

5) page mentions and comments to page mentions,

6)

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.

If you want your rule to be triggered by certain keywords, put them in the "Keywords" field. Add asterisk (*) before or/and after the keyword to make the rule work for words with prefixes and/or suffixes. E.g. *lie* will trigger the rule for the word "believe" (but also for "lie" itself). Separate multiple keywords with commas or press "Enter" to add next one. 

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):

  1. 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),
  2. 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),
  3. Forward the message via e-mail 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.

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).

All you have to do now is click "Save rule", sit back and enjoy NapoleonCat doing the work for you ;-) 

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 automoderated.

Also, please remember to avoid conflicts between autoomatic moderation rules. For example, you can not set two or more different rules for the same trigger, condition or keyword (if the keyword applies for the same trigger and condition).

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