As soon as you connect your company’s Facebook Page to your Casengo account, you can respond to Facebook comments or posts without leaving Casengo. A Facebook comment will be turned into a customer case automatically, which will be send to your Casengo inbox. This so-called Facebook Case looks just like any other case, but with a Facebook logo next to it instead of a mail or chat logo.
So what if a post on your Facebook Page gets 50 comments? Would your Casengo inbox be filled with 50 separate Facebook Cases? Of course not. Each post, plus its comments, will be structured in one single Case.
And obviously you can respond from within the Casengo application, so you don’t have to go back to Facebook every time you get a Facebook Case in your Casengo inbox. It’s just like responding to a mail or chat case, so yes, you have access to your macros, you can easily add articles from your knowledge base, and you can add internal notes to your co-workers.
The comments you make from within Casengo are automatically posted underneath the original Facebook post. Just write a comment and hit the “Post to Facebook” button.
Apart from reading and responding to Facebook comments and posts, you can also easily delete a post from Facebook. Just hit the trashcan button within the Facebook Case in your Casengo inbox. This deletes the comment or from both your Facebook Page and the case within Casengo.
Please note: if you delete a Facebook Case in the Casengo application, or ‘close & resolve’ it, it won’t affect your Facebook Page! To delete a comment or post on Facebook from within Casengo, you must hit the trashcan button you’ll find next to each post or comment within the Facebook Case in your Casengo inbox.
Creating a new Facebook post from within Casengo isn’t possible yet. Silly, we know. We’re working hard on this. Same goes for Private Messages…Did you know you can set up your own FAQ?