Running social media communications very often requires quick reactions. However, a person responsible for handling the company’s Facebook page is not always available 24/7. Moderation teams very often work on weekdays and only certain times. They don’t always reply to private messages or reply to comments in real time.
So how do you reconcile the need for rapid reactions and great user experience with the lack of time or an inability to be active in the social media non-stop? NapoleonCat meets those needs by providing its users with the functionality of automatic content moderation.
How does it work in NapoleonCat?
In NapoleonCat, you can use automated rules to moderate content on social media profiles. NapoleonCat can publish predefined answers, forward your fans’ questions to the appropriate department within the company via e-mail, as well as delete spam from comments to promoted Facebook posts. It automates the process, making moderation work easier.
To create your first automatic moderation rule, go to “Inbox” and click the “Automoderation” link in the upper right-hand side corner.
You will see a pop-up window, which will show all of your rules (once you set them up) with the ability to edit and delete them. Click “Add new rule“.
Fill in the rule name and select your Facebook page, to which the rule will be applied. Then start to define the trigger. You should select what kind of content your rule will concern. The following options are available: post to Facebook page, comment, private message, dark post comment. Then you should select the condition. It will depend on the trigger, that you’ve chosen – please check below all the available options within this step.
You can also specify that the rule will work only when a keyword (defined by you) is used in the content. If you want to use this option, populate the field called “Keywords” in the dashboard. If you want to use more than one keyword, type all of them out, separating them with commas. Then specify an action in Inbox (it concerns Inbox in your NapoleonCat account), like Flag, Archive, Delete, Do nothing.
The next step is to set a schedule to your automatic moderation rule. If you want your rule to work all day on Saturdays, just click the name of the day and 24 hours will be selected automatically. If you want to choose just a few hours a day (i.e. only evening hours on weekdays) – select them in the scheduling table by clicking on the right field. You should remember to tick the box “use the rule only during defined days and/or hours”.
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In the next step you can fill the “Publish reply” field and type the answer that will be sent to the post, comment, private message or dark post (depending on which trigger type you’ve chosen). You can also choose to get the notification to your email. If you want to be notified, just type your email address in the field “Send e-mail to”. If all is ready, you can save your new rule by clicking the SAVE RULE button. It’s worth to know that you can set many different rules.
So let’s say that you are organizing a training session soon but you don’t have a human moderator available to check your business Facebook page on weekends. You would like to be sure, that you won’t miss any important comments including words such as“training”, “workshop”, “session” etc. You can set an auto-moderation rule with comments as the trigger, all comments as the condition and specific keywords (like training, session, workshop, etc.). Then choose the right action in Inbox – i.e. Flag and set a timetable of action rules. For the described case, it will be Saturday and Sunday. And if you log in to NapoleonCat on Monday, all the comments with the defined keywords will be in the FLAGGED tab in your Inbox.
You can also set an automatic moderation rule to answer private messages. This is commonly used by e-commerce companies, who set replies like “Thank you for your message. We will contact you within max. 2 days” for messages received during weekends. They also use automatic answers to inform customers of their working hours to make sure customers have realistic expectations regarding handling orders and answering inquiries.
You can use automatic moderation rules in many ways. It all depends on your business’ specific situation and needs. We encourage you to try this functionality as it makes it much easier to handle social media communication activities.