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Platform-Specific Features for SNS Platforms
Introduction
Overview of LiveAgent SNS Integration Features
LiveAgent is an omnichannel help desk software that integrates with multiple SNS platforms, enabling centralized management of messages, comments, and posts. Below are the detailed features available for each SNS platform.
SNS Platform Compatibility List
SNS Platform Feature Comparison Table
| SNS | Messages | Comments | Posts | Mentions | Likes | Other | Official URL |
|---|---|---|---|---|---|---|---|
| ✅ Private messages | ✅ Post comments | ✅ Wall posts | ✅ | ✅ | Boosted posts supported | Facebook Integration | |
| ❌ Direct messages not supported | ✅ Post comments | ❌ | ✅ Account mentions | ❌ | Professional account required | Instagram Integration | |
| X (formerly Twitter) | ❌ | ✅ | ✅ Tweets | ✅ @mentions | ❌ | Hashtag monitoring, retweets | X Integration |
| ✅ Messages only | ❌ | ❌ | ❌ | ❌ | 24-hour reply limit | WhatsApp Integration | |
| Viber | ✅ Messages only | ❌ | ❌ | ❌ | ❌ | Bot account required | Viber Integration |
Detailed Features by SNS Platform
Facebook Integration Features
Basic Features
- Private/Direct Message Support: Complete support for personal interactions
- Attachment Sending: Support for images, videos, PDFs, Word documents, etc.
- Post Comment Replies: Responding to comments on public posts
- Comment Likes: Expressing appreciation for positive comments
- Comment Deletion: Immediate removal of inappropriate comments (linked with ticket deletion)
- Wall Post Monitoring: Monitoring all posts to business pages
- Boosted Post Support: Complete tracking of promoted posts
Advanced Management Features
- Multi-Account Management: Simultaneous management of multiple Facebook pages
- Account Switching: One-click switching between management accounts
- Permission Management: Detailed permission settings per page
- Statistical Reports: Cross-account performance analysis
Instagram Integration Features
Coverage and Limitations
- Direct Messages: Not supported due to Meta (formerly Facebook) policies
Supported Features
- Comment Management: Retrieving and responding to all post comments
- Mention Support: Responding to @ mentions
- Hashtag Monitoring: Monitoring all posts with brand-related hashtags
- Story Monitoring: Detecting mentions and tags in Stories
Specialized Features
- Visual Content Support: Appropriate responses to comments with images and videos
- Influencer Management: Priority handling of high-follower accounts
- Purchase Intent Detection: Identifying purchase-related comments and forwarding to sales teams
- Brand Image Management: Rapid response system for negative comments
X (formerly Twitter) Integration Features
Monitoring Features
- Brand Mention Tracking: Monitoring all mentions of company and product names
- Keyword Monitoring: Precise monitoring using custom search terms
- Competitor Analysis: Simultaneous monitoring of competitor mentions
- Regional Monitoring: Monitoring brand mentions in specific regions
Response Features
- Real-time Replies: Immediate responses to tweets
- Retweets & Likes: Active engagement to improve interaction
- DM Support: Individual handling of private messages
- Thread Management: Complete tracking of long conversation threads
Advanced Features
- Multi-Account Operations: Integrated management of multiple corporate X accounts
- Timeline Analysis: Analysis of follower reaction patterns
- Trend Monitoring: Response strategies linked to industry trends
- Influencer Collaboration: Support for building relationships with high-influence accounts
WhatsApp Integration Features
Basic Features
- All Messages Ticketed: Immediate conversion of received messages to tickets
- Status Confirmation: Detailed status display for sent, delivered, and read messages
- Group Chat Support: Managing multi-person group conversations
- Media Support: Sending and receiving images, videos, audio, and document files
WhatsApp Business Specialized Features
- 24-Hour Rule Compliance: Efficient response system within time limits
- Template Messages: Post-24-hour responses using approved templates
- Customer Classification: Identification of new, existing, and VIP customers
Integration Providers
- Twilio Integration: High-reliability, high-availability messaging infrastructure
- 360dialog Integration: Official WhatsApp Business API partner
