Reply to Facebook posts using Salesforce for Social Media app
|Knowledge Article Number||000206404|
|Description||Facebook introduced the feature called: Inline replies in 2013 which gives users the ability to reply to comments on a Facebook Page. Now, this feature is enabled by default for all Facebook pages.
|Resolution||To have this feature supported using the "Salesforce for Social Media" App, you should enable the feature "Enable replies to comment on Facebook."
To enable it, an Administrator can navigate to All Tabs (+) | Facebook Pages | Click on desired Facebook Page | Select "Enable replies to comment on Facebook"
If customer upgraded from an old version of the package (that didn't have this field yet) it would be needed to manually add the mentioned field to the Facebook Page layout like this:
1. Click on Edit layout
2. Search for the field called "Enable replies to comment on Facebook" and drag it to the Search Configuration section
3. Click on Save button.
When replying to a specific comment, select/check the desired comment from the Case's Conversations related list and click the Reply button and share your comment. Your comment will be added as an inline reply in Facebook.