Monitor & Engage with Facebook Reviews from the Smart Inbox

Sprout users can now manage their Facebook Reviews from the Smart Inbox. The new Facebook message type, Reviews, surfaces the numerical rating and written review. In addition, comments and comment replies on Facebook Reviews have been added to the existing Comments message filter. Simply select Reviews from the Message Types filter in the Right Bar to monitor and engage with reviews left on your brand’s Facebook Page.

  1. HOW TO:
  2. Select the Reviews filter from the Message Types filter in the Smart Inbox.
  3. See comments on Facebook Reviews within the pre-existing Comments filter.
  4. Engage with reviews and comments on reviews by clicking the icons in the lower right corner of the message bubble to reply, task, tag and mark as complete.
  5. Click on a Facebook Page name in the Profiles list of the right bar to enter Isolation Mode where you can focus in on only Reviews for a specific Page.
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Respond to Facebook Reviews & Review Comments from the Facebook Contact View

Sprout’s Facebook Contact View allows you to engage personally when responding to Facebook Reviews and all other related interactions with access to contact details and message history to help you better understand the full customer relationship.

  1. HOW TO:
  2. From the Smart Inbox, click the reply arrow on a Facebook Review or a comment on a Facebook Review to enter the Facebook Contact View.*
  3. To reference past interactions with this user, click the History tab in the left nav. The reply field will retain any text you have already written.
  4. To navigate back and pick up where you left off, click the Public Reply > Facebook Review sub-nav.
  5. Finish your reply and click Send.
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Task Reviews to Another Sprout User for Follow Up

Tasking your Facebook Reviews to another Sprout User allows your team to increase productivity, escalate issues and ensure efficient follow-up on all messages.

  1. HOW TO:
  2. From the Smart Inbox, click the pushpin icon on a Facebook Review or a comment on a Facebook Review.
  3. From the Create Task screen, choose a task type and assign the task to another Sprout User.
  4. Add any internal notes or comments for additional context.
  5. Select Save & Exit.
  6. The assigned user will receive an email and an in-app notification.
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