Social Media Best Practices with Siena

1. Managing Second-Level Comments on Facebook and Instagram

Facebook and Instagram’s APIs do not reliably support second-level comments—that is, when someone replies to a customer’s original comment, rather than to the post itself. In these cases:

• The platforms don’t send a trigger to Siena when a second customer responds within a comment thread.

• As a result, no new ticket is generated, meaning that important context may be lost.

• This limits both your helpdesk's visibility and Siena’s ability to track and respond accurately.

This lack of insight creates a fragmented experience where follow-up comments may go unnoticed or unaddressed.

To ensure Siena handles social media comments effectively—without attempting to automate where context is limited—we recommend the following:

Step 1: Use Automation Tags

For automations handling social media comments, assign a dedicated tag such as level2. This will help distinguish them from standard workflows.

Step 2: Create a “Do Not Automate” Rule

Set up a rule within your automation system that tells Siena to skip any comment or message with the level2 tag. This prevents Siena from attempting to reply to second-level comments where the necessary context isn’t available.

💡 Tip: You can choose any tag name, as long as it is used consistently across your automations and rules.

Step 3: Limit Responses to First-Level Comments

This approach ensures Siena engages only with first-level comments, where the context is clear and response quality can be maintained. Given that most social media interactions are short and simple, this filter helps avoid confusion without compromising engagement quality.