Facebook and Instagram inbox and posts¶
The Meta Social feature brings the conversations of your Facebook pages and Instagram professional accounts into Discuss, and lets you publish posts on them from Odoo. Your team answers the customers who write on Messenger or Instagram without leaving Odoo, and plans the posts of all the accounts in one place.
Important
This feature is not installed automatically. Install Meta Social: Facebook & Instagram Inbox and Posts from . It needs the Meta connection and the Meta webhooks, with the app secret.
Load the accounts¶
In , in the Pages and Instagram Accounts setting, click Load Accounts. Odoo reads the Facebook pages that the Meta connection manages, and the Instagram professional accounts linked to these pages.
Click Accounts (or open ) to see them. The number of accounts is displayed next to the buttons.
- menu
- Meta ‣ Configuration ‣ Facebook & Instagram Accounts
- shows
- The list of the Facebook and Instagram accounts with the Load Accounts and Subscribe to Messages buttons and the Inbox and Publishing toggles.
- highlight
- The Inbox and Publishing toggle columns (red frame).
- data
- One Facebook page and its Instagram account.
- notes
- English UI, light theme, 1440px width.
For each account, switch on what you need:
Setting |
Description |
|---|---|
Inbox |
Receive the messages of the account in Discuss and answer them from Odoo. Select the Responsible Users: they are the members of the conversations. At least one is required. Click Subscribe to Messages so that Meta sends the messages to your database. |
Human Agent Tag |
Allows to answer up to seven days after the last message of the customer. Enable it only if your Meta app is approved for this feature. |
Publishing |
Publish posts from Odoo on this account. |
Website |
The website whose address is used for the public image links sent to Instagram. |
Inbox¶
Everybody who writes to your page or to your Instagram account becomes a contact of , with their name and picture when they allow it, and has one conversation in Discuss with the responsible users.
Texts, images, videos, audio, files, stickers, reactions, buttons, and shared posts are posted in the conversation.
Write your answer in the conversation: Odoo sends it to Messenger or Instagram (texts and images).
Meta only allows to answer within 24 hours after the last message of the customer (seven days with the human agent tag). After this window, the answer stays in the conversation but is not delivered, and the error is displayed.
Open a contact to see its messages, their direction, and the delivery errors, or click Open Conversation.
- menu
- Discuss ‣ (a Messenger conversation)
- shows
- A Discuss conversation with an Instagram contact: the message of the customer with an image and the reply of an agent.
- highlight
- The conversation header with the name of the contact (red frame).
- data
- Fictitious customer and messages.
- notes
- English UI, light theme, 1440px width.
Publish posts¶
Go to (kanban, list, and calendar views), and click New:
Write the message, add a Link (Instagram does not make links clickable), and up to 10 images. Instagram needs at least one image; several images make a carousel.
Select the Accounts: one or several pages and Instagram accounts that have Publishing enabled.
Click Publish Now, or choose a Scheduled Date and click Schedule. A scheduled action publishes the scheduled posts every 15 minutes.
The Results tab lists, for each account, the status, the ID, the link of the published post, and the error if any. If some accounts failed, fix the problem and click Retry Failed Accounts. Click Back to Draft to modify a scheduled post.
The statuses of a post are Draft, Scheduled, Posting, Posted, and Error.
Note
The messages and the posts are not related to the cookie consent: they are the communication between your company and the people who contacted you. The data of the contacts (names, user names, messages) are stored in Odoo; mention it in your privacy policy.
See also