Facebook Questions
- Is there a "hide" option for Facebook comments?
The delete option actually hides the comment rather than fully deleting it.
- Is there a "like" option for Instagram posts or comments?
Not at this time. This feature was added to the API after we completed our integration. We have an existing ticket to add this option in the future.
- Is there a feature similar to Meta where we can view unread messages or comments by clicking on a specific option?
Comments and Messages are handled differently in Echo.
Comments will come into the Social Media bucket under the post the comments are under. You will see how many unread comments there are. When you click on the post, all of the comments will show below and you can click on a specific comment to review/reply/like.
All direct messages that come into your page will show in the Echo Inbox. From there your users can select the message and send a reply.
- Do we have an edit option for sent messages, similar to Meta?
No, once you send the message, it cannot be edited from Echo.
- Is there a "reply with message" option to respond to a specific message in Messenger?
Yes, you will see on the comment the option for “message”. When selected, this will start a new conversation in Echo where you can send a direct message to the person.
There are a few times you may not see this option – if it’s past 7 days and you can no longer send a message, if the comment has been hidden or blocked already, or if the person has permissions set on their own page that doesn’t allow for businesses to send them a direct message.
- If we accidentally send the wrong message, is it possible to edit or delete that specific message?
For comments – yes, you can edit or delete a comment that you sent back.
For messages – no, once you send a direct message, it cannot be edited or deleted.
- We keep seeing already-read messages, as we haven't been able to find an option to view only unread messages or comments. While we do see new messages, we were wondering if there's a way—similar to Meta—to filter and view only the unread ones?
Echo was designed to assume you will be using Echo to read and response to messages, so it considers any new messages or comments to your page as new and brings them into Echo. The push and pull of messages happen almost immediately, so it isn’t sifting through your page to determine if you’ve already looked/responded to messages/comments on the page itself. Once you start reviewing/responding to your messages and comments through Echo, Echo will help you manage those messages/comment.
Once you’ve handled the comments in Echo, they show as read and the post will disappear from the social media area when all comments have been handled.
For messages, once you’ve replied, the Echo user can either leave the conversation open for a bit to wait future messages from that person (recommended). Or, they can close the conversation and give it an outcome. If that same person later sends in another message, it will enter the Echo Inbox as a new conversation.
- How does block work for comments?
The block option on comments will block additional comments from that person from entering Echo. But it will not block the person from being able to interact with your Facebook/Instagram page. The Meta API doesn’t allow us to have that option. So if you want to block a person from your page, you will need to do that from the page itself.
