How to deal with negative comments on Facebook?

Automated moderation - NapoleonCat

Having control of everything that flows through your Facebook pages is becoming more and more crucial nowadays. Dealing with negative feedback is just as important as any other part your social media strategy. Negative or abusive comments can really mess up your brand’s reputation and cause you a lot of trouble. Thankfully, you can deal with them by equipping your social media team with the right tools.

If you were to manually control all the incoming content on Facebook, you would need to stay connected 24/7. We’re all human, we need rest, so this would simply be impossible. This is where automated moderation comes into play – your silent guardian, your watchful protector.

Automated moderation

Gary Blower, a solution architect and senior technical consultant at software and development company Clearvision, believes that customer service could be wiped out in the next 5 years by AI based chatbots.

What to look out for when choosing the right tool is the automated moderation feature, which can detect specific keywords, phrases, links, and other pieces of content and act upon the rules which you set. It works for all languages and all alphabets (except Latin).

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Automatic moderation can be used for many purposes, such as:

  • protecting your brand from trolling and spam 24/7 – by hiding or deleting spammy or abusive content,
  • interacting with users by answering their messages 24/7 (that includes when you’re not online),
  • supporting promotional actions,
  • supporting customer service by replying to all comments and messages
  • contacting you within max. 3 hours / 48 hours.”

The automatic moderation option is incorporated into to the Inbox feature in our social media management tool:

Click on automoderation, and then on “add new rule”:

First name your rule, then choose the Facebook page to which it will apply. Set the trigger, i.e the type of content for which your rule will work – you can pick from the following:

  • post to page
  • comment
  • profile mentions
  • comment to profile mention
  • private message
  • dark post comments
  • comments for specific post
  • review

Next you specify the trigger by choosing the condition:

You can also type in specific keywords for which the rule will work, just remember to separate them with commas.

Once you’re done with listing all the keywords, you then set the inbox action for your NapoleonCat account.

Next you design the replies. They can appear as a comment, a private message, or you can choose not to reply at all.

Next you schedule the rule – if you want your rule to work for a whole Saturday, just click the name of a day and all the hours will be automatically selected. If you want to choose certain hours of the day – choose them in the scheduling table by clicking in the right field. You should remember to tick the box “use the rule only during defined days and/or hours”.

If you want to get notified how your rule is handling all that social media chaos, type in your e-mail:

Click on “save rule” and let it help you conquer social media. Remember that you can create as many rules as you want.

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