Tag Facebook and Instagram conversations with brand
Last Update: Feb 2023 • Est. Read Time: 3 MINMany organizations have multiple brands with an online presence that spans multiple social media pages. Kustomer's Facebook and Instagram integrations can pull conversations from multiple social media accounts into your unified timeline. You might still find it useful to see which conversation came from which brand's social account.
Conversations already show which channel they come in on, but you can use workflows to take this a step further and use tags to add more visibility on where the conversation originated from. In this article, we'll set up a workflow to mark conversations with a tag that indicates which Facebook or Instagram page the conversation came from.
Note: This workflow and tutorial can only be applied to Facebook and Instagram channels.
Who can access this feature? | ||||
User types | Admins and users with permissions to create workflows and access app settings. | |||
Plan availability | ✘ Professional | ✔ Business | ✔ Enterprise | ✔ Ultimate |
The features included in each subscription package are at all times governed by the subscription description on our website or in your contract. Always refer to our Application limits article for the most up-to-date subscription package definitions and plan limits for this feature. |
In this article
Find your social media page ID
To find your social media page ID:
- Go to Apps and select Facebook or Instagram.
- View the page you would like to add a tag for.
- Copy the Page ID and save it somewhere accessible so you can refer to it later in this guide.
Create tag
To create the tag:
- Go to Settingsand select Workspace > Tags.
- Select Add Tag.
- Fill in the Name and select a color for the tag.
- Select Create.
Note: We recommend repeating this process to create a unique tag for each social media page you will add to the workflow. As a best practice, the tag should use the same name as the corresponding social page.
Set up workflow
To create the workflow:
- Go to Settingsand select Platform > Workflows.
- Select Add Workflow.
- Select Custom Workflow.
- Give the workflow a Title and Description to help your admin team remember what function this automation performs in the future.
- Change the first step Trigger App to Kustomer and the Trigger Event to Conversation Created.
- Add an Action step for a Conversation: Lookup (By ID) using the conversation ID from from Step 1 (Conversation Created).
- Add a Condition Step with Multiple Conditions (Or) to filter for conversations with only social media channels.
Note: Add all channels for both Facebook and Instagram.
- Add a Condition Step, followed by a Condition Branch for each social media page you want to track.
- For each branch, add a Condition Step with the following JSON in the Select field, and set it Equals to the social media page ID you located earlier:
/#steps.***STEP 2 ID***.firstMessageIn.meta.to
- Finally, add an Action Step for a Conversation: Add Tags step to tag the conversation with the tag you created earlier that corresponds to the social media page.
With the workflow finished, you're all set to turn it on and test it out. Try turning on the workflow, then opening View Logs while you send in a test conversation from one of your social media pages to confirm everything works as expected.
This tutorial was built using tags to match to the social media page, but could just as easily be altered to use a custom conversation attribute instead. Either option will offer a bit more insight into which social media page conversations come from, and give you the ability to set up additional automations or use the tags or custom attribute for reporting purposes.