Guide to Managing Facebook Campaign DMs with Sprinklr Integration

Follow these steps to handle customer interactions triggered by Facebook ad campaigns using Media Share DMs:

1. Initiate the Ad Experience

• The ad experience starts when a Media Share Direct Message (DM) is sent from the official Facebook account.

2. Tagging Campaign Messages

• Automatically tag all Media Share DMs with a CTM Hop Campaign/Current Event Tag.
• This tag helps identify messages tied to the current Facebook ad campaign and creates a case for each interaction.

3. Route Cases to a Separate Queue

• Route the cases created from these campaign messages to a separate queue, keeping them apart from the main Customer Care team.
• This prevents the Care team from being overwhelmed by cases that don’t require immediate responses.

4. Apply “Auto-Closed - NRR” Case Status

• Assign the case status “Auto-Closed - NRR” (No Response Required) to all tagged campaign cases.
• This status automatically closes these cases to prevent them from showing up in the Care team’s regular reporting.

5. Enable Case Visibility

• Even though these cases are auto-closed, ensure the Care team has visibility of them by using a dedicated dashboard.
• This dashboard allows the Care team to monitor all interactions related to the campaign for review if needed.

6. Review Dashboards for Monitoring

• Use the custom dashboards to review the auto-closed cases:
  • Column 1: Displays all CTM Hop tagged campaign cases at the case level.
  • Column 2: Displays individual messages within those cases for more detailed review.
• The dashboard includes widgets for further tracking:
  • Widget 1: Shows Media Share DMs that have received a brand response.
  • Widget 2: Shows Media Share DMs that have not received a brand response. Agents can review these to ensure no important messages were missed.

7. Handle Non-Ad Related Media Shares

• Review Media Share messages not tied to the ad campaign. For example, in a recent report, only 7 Media Share messages in the last 30 days required a response, with most others marked as NRR (No Response Required).

8. Test Using Amplify Keywords

• Use the Amplify platform for testing ad interactions. During the testing phase, have users enter the following keywords to trigger system responses:
  • _ctd / _amplify: Starts Amplify’s system to track user input.
  • _start: Starts or restarts the bot experience.
  • HELP: Directs the interaction to Customer Support.