<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Facebook Integration?</strong></p><p><strong>- Connecting to Facebook</strong></p><p><strong>- Setting up Facebook in Halo</strong></p><p><br></p><p><br></p><p><strong><span style="font-size: 14pt;">What is the Facebook Integration?</span></strong></p><p>The Facebook integration automatically processes messages, posts and comments into your Halo instance depending on your set-up. </p><p><br></p><p><strong><span style="font-size: 14pt;">Connecting to Facebook</span></strong></p><p>First, head to the integrations module on Halo and find the 'Facebook' integration and switch it on by pressing the '+' that appears when you hover over it.</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 12pt; font-family: Calibri;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzZDI0NGFmLTUwMzYtNGE5Ny1hYjZmLTU3ZDFkNTcwM2NlNiJ9.t0SitljpPrbF_ASMQ_hvHZdWS90VZQXn8lOBjhQDmlY" class="fr-fic fr-fil fr-dib" width="193" height="77"></span></p><p><strong><span style="font-size: 10pt;">Fig 1. Facebook module.</span></strong></p><p><br></p><p>Then press 'New' in the top right-hand corner to add your Facebook page. You'll then be prompted to log into Facebook using the button below.</p><p><br></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 12pt; font-family: Calibri;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQzNWQ4M2M3LTQxMjEtNGViNC1hMmFiLTNjMmJmNjkxNGUzZCJ9.eCEhOnQ44hCE5wlI_UhU4Y8WaKW3BLiw8ZMLNnipIi8" class="fr-fic fr-fil fr-dib" width="439" style="width: 439px; height: 200.32px;" height="200.32"></span></p><p><strong><span style="font-size: 10pt;">Fig 2. Login with Facebook.</span></strong></p><p><br></p><p>Once you have logged in successfully, press save.</p><p><br></p><p>Next, you can set-up what you'd like to happen when you receive direct messages or posts/comments on your Facebook page.</p><p><br></p><p><strong><span style="font-size: 14pt;">Setting Up Facebook Within Halo</span></strong></p><p>The following tabs will now be available for configuration.</p><p><br></p><p><span style="font-size: 12pt; font-family: Calibri;"><strong><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNDQzM2U4LTIxYTEtNDc3NS1iOTUwLTc0MWNkYjFlMTE5YyJ9.PT1kcJaqlyvTa2se0Dz6Bb-iM-VxOVyZN9ejMpMWt2g" class="fr-fic fr-fil fr-dib" width="2"></strong></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 12pt; font-family: Calibri;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVkNDQzM2U4LTIxYTEtNDc3NS1iOTUwLTc0MWNkYjFlMTE5YyJ9.PT1kcJaqlyvTa2se0Dz6Bb-iM-VxOVyZN9ejMpMWt2g" class="fr-fic fr-fil fr-dib" width="816" style="width: 816px; height: 309.605px;" height="309.605"></span></p><p><strong><span style="font-size: 10pt;">Fig 3. Direct Messages.</span></strong><span style="font-size: 10pt; font-family: Calibri;"><strong><br></strong></span></p><p><span style="font-size: 12pt; font-family: Calibri;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzODQ5MjlkLWIyMTItNGNhOS04OGMzLWM0ODE1OTg0MzdjMyJ9.e1fBGCOotcZ3rjX7dkZkpltRj4eMwR6CBPNNwmeiW7k" class="fr-fic fr-fil fr-dib" width="2"></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 12pt; font-family: Calibri;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzODQ5MjlkLWIyMTItNGNhOS04OGMzLWM0ODE1OTg0MzdjMyJ9.e1fBGCOotcZ3rjX7dkZkpltRj4eMwR6CBPNNwmeiW7k" class="fr-fic fr-fil fr-dib" width="1056" style="width: 1056px; height: 487.092px;" height="487.092"></span></p><p><strong><span style="font-size: 10pt;">Fig 4. Posts and comments.</span></strong></p><p><br></p><p id="isPasted">Tickets can be created from posts that are created by users, your page, or both.</p><p><br></p><p>Any comments added to the post will then be converted to actions and added to the ticket.</p><p><br></p><p>You can set a limit on the number of days after a post is created for comments to continue to be threaded to the ticket. You can also choose to include/exclude certain posts by adding them to a list of words/phrases.</p><p><br></p><p>When a new Facebook generated ticket comes into Halo, you can respond to it by simply pressing an action button such as 'Reply on Facebook'. This action button will need a system use of 'Reply to Facebook message/post'.</p><p> </p><p><span style="font-size: 12pt; font-family: Calibri;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBhMjAzZjI2LTRhODUtNGE5Yi1iNDZkLWE0Y2U4NjE1OWNkYyJ9.LBzusa0-DwCzxkyN1Lc2qYgOaRjYK3nmXTEbm3l814A" class="fr-fic fr-fil fr-dib" width="901" style="width: 901px;" height="228"></span></p><p><span style="font-size: 10pt;"><strong>Fig 5. Reply on Facebook action.</strong></span></p><p><br></p><p>If a comment has been added to a comment, the action will show a thread for the reply chain. You can reply to individual replies by selecting the <strong>Reply to Comment </strong>option on the action. </p><p><span style="font-size: 12pt; font-family: Calibri;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlMzc3MGFlLWFkYjQtNGZhNi04NDQwLWFmN2M0M2Y2ZDA1OSJ9.uNihEM6LBS-xUDdQ7mYLCIqDz8jyZRRfJAjDnSFjzyM" class="fr-fic fr-fil fr-dib" width="2"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNlMzc3MGFlLWFkYjQtNGZhNi04NDQwLWFmN2M0M2Y2ZDA1OSJ9.uNihEM6LBS-xUDdQ7mYLCIqDz8jyZRRfJAjDnSFjzyM" class="fr-fic fr-fil fr-dib" width="1079" style="width: 1079px; height: 419.023px;" height="419.023"></span></p><p><span style="font-size: 10pt;"><strong>Fig 6. Facebook action on ticket.</strong></span></p><p><br></p><p>You can also move a comment to a separate ticket. Any future replies in the chain for that reply will then be added to your new ticket.</p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><span style="font-size: 12pt; font-family: Calibri;"><br></span></p><p style='margin-top:0cm;margin-right:0cm;margin-bottom:8.0pt;margin-left:0cm;font-size:15px;font-family:"Calibri",sans-serif;'><br></p>
