Social channels

When you connect your Facebook business pages, you will receive an inbound message in Kustomer when someone contacts you on Facebook Messenger, or comments directly on your wall, posts, or ads. You can then reply from Kustomer. If your organization has more than one brand, you can also connect multiple Facebook pages to Kustomer and messages from each page will be separated so you manage support for all of your brands. Who can access this feature?User typesAdmins can set up this integration.In this articlePrerequisitesThe Facebook integrationConnect Facebook to KustomerView Facebook conversations in KustomerReauthorize your Facebook accountTroubleshoot common errorsFAQsPrerequisitesYou must have the following before beginning this integration:A Facebook Business pageAdmin permissions to your Facebook Business page so that you can authenticate the page The Facebook integrationWhen a customer sends a message to your company using Facebook Messenger, or comments on your wall, or one of your posts or ads, Kustomer can create new customers and conversations from those messages. If an existing customer with a Facebook account on file messages you, Kustomer will create a conversation on the customer’s timeline. When communicating with customers via Facebook Messenger, keep in mind the following:Facebook messages have a character limit of 2,000 characters per reply.You have to respond to a new conversation within 7 days of receiving it. Additional replies will be rejected.Messages that are sent within a 7 day period are threaded into the same conversation. Messages sent after 7 days will result in a new conversation being created.Please refer to Facebook's documentation for more information. Connect Facebook to KustomerWhen your team is ready to implement the Facebook integration, install the Facebook app from within the Kustomer App Directory to connect your account. Connecting to Facebook will immediately make this implementation go live, so you should only proceed through these steps when you're ready for the feature to be deployed.Go to Apps, search for Facebook in the App Directory, and then select Install.Once installed, go to Apps and select Facebook in the sidebar.Select Sign in to Facebook.Enter the credentials for the account you want to use with Kustomer and select Log in.Once connected, select the pages you want to connect to Kustomer using the drop-down menu.Note: You use your Facebook login and password to authenticate to Facebook and receive an authorization token. Kustomer cannot access your Facebook posts and uses your token to send and receive requests from the Facebook Business Pages.The Facebook integration will go live as soon as you complete the above integration steps. Kustomer will receive that message and create a conversation in your Kustomer site when someone sends your business page a message using Facebook Messenger, or comments directly on your wall or on one of your business wall posts or ads. When you respond back using Kustomer, the message will send back to that person through Facebook Messenger or appear as a public reply to their comment on your post.View Facebook conversations in KustomerOnce you have your Facebook pages connected to Kustomer, you can reply to messages sent through Messenger or comments left on your wall, posts, and ads directly within Kustomer.Note: There is a 2000 character limit on outbound replies to Facebook messages or comments.To turn on this feature:Go to Apps and select Facebook in the sidebar.Select the type of conversation you want to create a conversation for from the provided list. The following options are available:InteractionCreates a conversation when...IconDirect MessagesA Facebook user sends you a direct message through Facebook Messenger.Public & Ad CommentsA Facebook user comments on one of your public wall posts or one of your ad posts.When a customer publicly comments directly on your wall or one of your wall posts or ads, their comment appears within a conversation that you can then reply to from directly within Kustomer. The conversation includes the original post that the comment was left on.To reply to the comment, send a message as you normally would. Within Facebook, your response will appear under the original comment in the post.Messages sent through Facebook Messenger will also appear as a conversation within Kustomer. Your response will appear as a response in the user's Messenger, where they can reply back to continue the conversation. Any replies will get threaded into the existing conversation in Kustomer.Reauthorize your Facebook accountYou need to reauthorize your Facebook token every 60 days so that the app can continue to access data and you can continue to receive and reply to inbound messages without disruption. This reauthorization is necessary to ensure the privacy and security of your connected accounts. All admins and org owners will start to be notified 14 days before the token is set to expire. To reauthorize your Facebook account:Go to Apps and select Facebook in the sidebar.Select Reauthorize for the desired Facebook page.Enter the credentials for the account and select Log In. Note: If your token expires, all inbound and outbound messages will stop working. If this occurs, delete the Facebook page with the expired token, select Log in to Facebook, and re-enter the credentials of the page you want to add. Troubleshoot common errors and issuesWhen sending messages through Facebook, it is possible that Facebook will return an error to Kustomer, preventing the message from ultimately reaching your customers. Here are some errors you may encounter and how you may resolve them.Error: "Facebook account password changed. This may require reauthorization by an admin."When a password for a linked Facebook account's password is changed, Facebook requires that third-party integrations like Kustomer to be reauthorized. To do this:As a Kustomer admin, go to Appsand select Facebook in the sidebar.Remove all of the pages associated with your linked Facebook account.Select Log Out.Select Sign in to Facebook to relink your Facebook account with Kustomer.Add the pages that were removed in step 3.Error: "Facebook Messenger sending temporarily blocked by Facebook."This error means your Facebook account has failed a security check by Facebook. You must log into your account at https://www.facebook.com and follow Facebook's instructions to correct the issue. If you are still experiencing the issue or don't receive any instructions when logging into Facebook, please contact Facebook Support for help unblocking your Facebook account.Error: "Facebook account must be an administrator, editor, or moderator of the page."This error means your Facebook account has failed a security check by Facebook. You must enable two-factor authentication if it is required in your page. You must log into your account at https://www.facebook.com and follow Facebook's instructions to correct the issue. If you are still experiencing the issue or don't receive any instructions when logging into Facebook, please contact Facebook Support for help unblocking your Facebook account.Issue: Comments and DMs not coming in to Kustomer despite all options selectedTo resolve this issue, make sure that the following two things are met:The user adding the Facebook Business Page has the proper permissions needed as stated in the Prerequisites. Admin level permissions to this page are required when setting up this integration. If the user that added the Facebook Business Page does not have admin permissions to that page, agents in Kustomer won't be able to respond to your customer created conversations.The Kustomer App has all access to your Facebook Business Page. You can use this link to see the list of all business integrations with your Facebook Business page, or you can search for "Business Integrations" while logged into your Facebook Business page. FAQsQ. Do I need a Facebook Page to message my customers?       Yes, Facebook requires you to connect a Facebook Page in order to communicate with your customers via Facebook.Q. What if I want to send a direct message to a customer first?       Your customers must contact you through Facebook Messenger first. This means you cannot send outbound Facebook messages before the customer starts the conversation. If you would prefer to contact your customer first, you can use another channel such as text or email. Q. How many pages can I connect?       You can connect up to 50 Facebook pages to your Kustomer site.Q. Is there an easy way to separate the messages from each page?       Yes. You can easily separate and organize messages that come in from multiple pages through search. Q. What customer information is included when they message me or comment on a post?        When a customer messages your page through Facebook you will receive their name and Facebook profile photo. If you have previously merged this customer into a customer with additional fields like email and phone Kustomer will associate the message with the correct customer.Q. I’m on the basic plan, can I use the Facebook channel?       Yes!Q. How do I combine duplicate customers created by Facebook?Use the Merge Customers option to merge one or more customers.Q. How do I find my Facebook Page ID?To find your Page ID:From News Feed, select Pages in the left side menu.Select your Page name to go to your Page.Select About at the top of your Page. If you don't see it, click the More arrow.Scroll down to find your Page ID below MORE INFO.Q. Can Kustomer track messages sent from the Facebook Messenger app?Kustomer can only capture and record outbound messages sent from within the Kustomer platform. If you use the Facebook Messenger app to reply to a customer, Kustomer cannot capture that message in the timeline. We recommend allocating enough seats for your agent team to fully work in Kustomer to ensure that all messages are captured in the platform.

When you connect your Twitter accounts to Kustomer, direct messages, public mentions, thread replies, and likes you make from that account will automatically create conversations that you can then reply to from directly within Kustomer. If the Twitter account that interacts with you matches an existing customer record the conversation is automatically added to their timeline for a true omni-channel experience.February 2025 update: This integration will be sunset for all customers on March 31, 2025.All Twitter conversations include an insight card in the insight panel with the user's Twitter profile. This will provide information about the user's followers, Twitter activity, and verification status.Who can access this feature?User typesAdmins can access this feature. All users can respond to Tweets and DMs.In this articleAuthorize Twitter to KustomerTwitter conversations in KustomerReply to TweetsThe Twitter insight cardAuthorize Twitter to KustomerOnce installed, you need to authorize the Twitter accounts you want to use in Kustomer.Go to Appsand select Twitter.Select Add account.Enter the credentials for your Twitter account you are adding and then select Authorize app.The authorized account appears in the Twitter settings page.Twitter conversations in KustomerOnce you have your Twitter account(s) connected to Kustomer, you can specify if you want conversations to be created within Kustomer for public mentions, direct messages, or Tweets you've liked. Once a Twitter interaction becomes a conversation, it will act just like any other conversation created and you can send a reply directly from Kustomer.To select what creates a conversation:Go to Appsand select Twitter.Select the Twitter interaction that you want to have create a conversation within Kustomer. The following options are available:InteractionCreates a conversation when...IconMentionsA Twitter user mentions you directly in a public Tweet. The Tweet cannot be a reply to an existing Tweet you are mentioned in. Mentions from a private account will only appear in Kustomer if your organization has requested and been approved to follow that account.Direct MessagesA Twitter user sends you a direct message. DMs can only be sent between accounts if they both follow each other, or if the receiver has a privacy setting disabled to receive any message.LikesOne of your users likes a public Tweet from your organization's connected Twitter account.Thread RepliesA public Twitter account replies to your Tweets. Replies to @mentions are threaded into the existing @mention conversation.Reply to TweetsYou can reply to any public mention, direct message, thread reply, or like from within Kustomer. If you have multiple Twitter accounts authorized within Kustomer, you can switch between them to reply from the one you prefer. For example, if someone Tweets at your marketing account and you also have a support account, an agent can switch to the support account to continue the conversation.Public Tweets and DMs are automatically split into separate conversations on a customer's timeline. If you want to reply to a public Tweet privately, we recommend asking the user to send you a DM. Twitter’s APIs don’t yet allow us to give agents the ability to proactively DM a customer.If you switch to DM after the customer starts a conversation by @mentioning your connected Twitter handle, the DM will start a new conversation to help you better identify which one is the private conversation versus the public one.Twitter replies and DMs have a character limit of 280 characters.Mentions and LikesReplies to a public mention or a Tweet that you liked appear as a public reply to the user's original tweet.Threaded repliesWhen a public user responds to one of your company's Tweets, their reply appears in Kustomer as a new conversation. Agents can respond directly to the threaded reply from within Kustomer. All replies will create a thread under their Tweet.The Twitter insight cardWhen a conversation is created from a mention in a public tweet or DM we will obtain the account's information and display it in an insight card in the conversation's insight panel. This card displays the Twitter user's details such as, their location, account, avatar, number of followers, verification status, and if they are following you. We also provide a link to the public conversation on Twitter so agents can view the threaded messages and understand any context needed to reply.

Connect your Instagram business account pages with Kustomer to send and receive messages with your Instagram contacts directly in Kustomer.The integration adds the following features to your Kustomer organization:Receive inbound direct messages (DMs), Story Mentions, and Story Replies from Instagram in Kustomer.Send outbound messages to Instagram with your replies from Kustomer. You can also connect multiple Instagram business account pages to Kustomer. When you connect multiple Instagram pages to your Kustomer account, Kustomer separates messages based on the Instagram page to help you manage support for your different brands. Who can access this feature?User typesAdmins can set up this integration.In this articleThe Instagram integrationConnect InstagramAllow access to send and receive messagesView Instagram conversations in KustomerReply to public commentsDelete public commentsReply to direct messagesReauthorize your Instagram accountFAQThe Instagram integrationWhen a customer sends a message to your company using Instagram, Kustomer can create new customers and conversations from those messages. If an existing customer with an Instagram account on file sends you a DM, Kustomer will create a conversation on the customer’s timeline.On an Instagram conversation, the customer Name attribute in the customer profile will be populated with the Instagram username. The Social Media Customer attribute is not currently populated or linked to any functionality, but agents can update this field manually in the customer profile.When communicating with customers via Instagram, keep in mind the following:You must respond to a new conversation within 7 days of receiving it. Additional replies will be rejected.Customers' messages sent within 24 hours are threaded into the same conversation. Messages sent after 24 hours will result in a new conversation being created.Instagram Direct Messages are matched through a user's unique ID using the Facebook Messenger API and are threaded in the timeline.Instagram Comments (which are not assigned a unique ID through the Facebook API) are not threaded in the timeline.Nested comments are not ingested into Kustomer. For example, if Customer A comments on your post, and Customer B replies to Customer A's comment, then Customer B's comment won't be imported.Note: This integration is available for:Any Instagram Professional account for a business.Any Instagram Professional account for a Creator with less than 500k followers. For more information, see Instagram Messaging with the Messenger Platform.Connect InstagramTo integrate Instagram with Kustomer, install the Instagram app within the Kustomer App Directory.Go to Apps  and select Explore Directory.Search for Instagram in the App Directory, and then select Install.After the installation, go to Apps  and select Instagram in the sidebar.From the Instagram page, select Sign in to Facebook. Login to Facebook with the credentials linked to your Instagram business account pages.Note: You use your Facebook login and password to authenticate to Facebook and receive an authorization token. Kustomer cannot access your Instagram messages and uses your token to send and receive requests from the Facebook business pages. This requires Facebook page permissions above Moderator.Once connected, use the drop-down menu to select the pages you want to connect to Kustomer. You can connect up to 50 Instagram handles.Allow access to send and receive Instagram messagesAfter you connect Kustomer to Instagram, you will need to allow Kustomer to access your Instagram messages to receive Instagram DMs and send outbound messages from Kustomer.To allow access, open your Instagram business account through the mobile app, and go to Settings > Privacy > Messages to open your Message Controls. In Message Controls, go to Connected Tools and turn on the Allow Access to Messages setting.View Instagram conversations in KustomerOnce you have your Instagram handles connected to Kustomer, you can reply to direct messages, story mentions and replies, or comments left on your posts directly within Kustomer. Note: Instagram TV and Reel posts do not support comments.To turn on this feature:Go to Apps  and select Instagram in the sidebar.You can turn on the ability to reply to public comments, direct messages, or both.Reply to public commentsWhen a customer publicly comments on one of your company posts, their comment appears within a conversation that you can reply to directly within Kustomer. The conversation also includes the original post where the comment was left.To reply to the comment, send a response as you usually would. (There is a 300 character limit to outbound replies to Instagram comments.) Within Instagram, it will appear under the original comment in the post.Notes:Comments made by your organization on your post are filtered and won't be visible in Kustomer. Only comments on your posts by other users will create a conversation within Kustomer.Only comments made directly on your post will be visible within Kustomer. If a user @ mentions your organization in their post or on someone else's post, it will not be visible within Kustomer.On a user's comment reply, additional nested replies from other users are not ingested into Kustomer.Delete public commentsYou can delete offensive or inappropriate comments left on your Instagram posts from directly within Kustomer. To do so, hover over the comment and select Delete. You can also select More Options and delete the comment from that menu.Select Delete to confirm the action. Deleting a comment is a permanent action and cannot be undone. Deleting a comment removes it from both Instagram and the customer's timeline.Notes: This feature can be accessed by only users with permission to delete comments on the Conversation object. For more information, see Define user access.Reply to direct messagesDirect messages sent to your Instagram account will also appear as a conversation within Kustomer.To reply, reply to the customer as you normally would. Outbound replies to Instagram direct messages have a 1000-character limit.Your response will appear as a response in the user's direct messages, where they can reply back if they wish.Any replies will get threaded into the existing conversation in Kustomer. Reauthorize your Instagram accountYou need to reauthorize your Instagram token every 60 days so that the app can continue to access data and you can continue to receive and reply to inbound messages without disruption. This reauthorization is necessary to ensure the privacy and security of your connected accounts. All admins and org owners will start to be notified 14 days before the token is set to expire. To opt out of receiving these notifications, go to Settings> Personal > Notifications.To reauthorize your Instagram account:Go to Apps and select Instagram in the sidebar.Select Reauthorize for the desired Instagram page.Enter the credentials for the account and select Log In. Note: If your token expires, all inbound and outbound messages will stop working. If this occurs, delete the Instagram page with the expired token, select Log in to Facebook, and enter the credentials of the page you want to add back.FAQQ: Can Kustomer track messages sent from the Instagram app?Kustomer can only capture and record outbound messages sent from within the Kustomer platform. If you use the Instagram app to reply to a customer, Kustomer cannot capture that message in the timeline. We recommend allocating enough seats for your agent team to fully work in Kustomer to ensure that all messages are captured in the platform.Q: Do pending DMs flow into Kustomer?Yes, all DMs flow into Kustomer. You do not need to mark a message as Accepted in the Instagram app for it to appear in Kustomer.Q: Can proactive Instagram messages be sent using Kustomer?Proactive Instagram messages cannot be sent through Kustomer. For more information, see the IG Messaging API Policy Overview.