Social Monitoring for Facebook enables brands to track and respond to user comments and private messages on their Facebook Business Pages directly within Chat360. By surfacing audience interactions in a unified dashboard, teams can engage promptly, manage sentiment, and glean campaign insights without toggling between platforms.

1. Connect Facebook Channel:
• Navigate to Channels → Facebook Channels and click Add New Channel.

• Authenticate your Facebook Business account and grant necessary permissions.

2. Enable Social Monitoring:
• Locate your newly connected Facebook profile and click Edit

• In the configuration modal, check Enable Social Monitoring for Comments & Replies and/or Private Messages.
• Click Save to activate monitoring.

Once enabled, access Social Monitoring → Facebook to view all interactions. Use the following filters to pinpoint specific posts or messages:

• Date Range: Select custom time periods.
• Sort Type: Order by Oldest or Newest.
• Message Type: Choose between Comments & Replies or Private Messages.
• Sponsored Status: Filter Sponsored vs. Organic posts.
• Channel: Monitor across multiple Facebook Pages.
• Language: Toggle bilingual support to capture non-English comments.
• Sentiment: Segment by Positive, Neutral, or Negative tones.
• Context Type: Isolate Text, Links, or Media.
• Post Filter: Select specific posts for focused engagement.

• Real-Time Engagement: Respond immediately to customer comments and queries, boosting brand responsiveness.
• Sentiment Analysis: Automatically categorize feedback to prioritize critical responses and tailor messaging.
• Multilingual Coverage: Track comments in any language, ensuring global audiences are heard.
• Campaign Insights: Measure engagement on sponsored vs. organic content to optimize ad spend and creative direction.
• Centralized Dashboard: Eliminate platform switching by managing Facebook interactions alongside other channels in Chat360.

• Customer Support: Identify and resolve complaints left on popular posts before they escalate.
• Community Management: Acknowledge positive praise and user-generated content to foster loyalty.
• Crisis Mitigation: Monitor sentiment spikes after product announcements to address concerns in real time.
• Ad Performance Evaluation: Compare comment volumes and sentiment on sponsored posts versus organic reach.
• Influencer Collaborations: Track engagement on influencer-tagged posts to assess partnership ROI.