Facebook and Instagram

Social media brings your Facebook Page and Instagram into Aiyaar. Your team answers messages and comments, posts to both at once and sees how the Page is doing, all from the dashboard.

#Where to find it

Open Social media in the dashboard menu (on a phone, tap the ☰ button at the top). The page has six tabs: Inbox, Comments, Posts, Insights, AI assistant and Accounts. On a phone, swipe the tab row left to see them all.

Only staff whose role can manage marketing see this menu. See Staff and roles.

#Connect your Page and Instagram

A Facebook Page and the Instagram business account linked to it come in together.

1. Open Social media → Accounts.
2. Press Connect Facebook & Instagram.
3. Sign in with the Facebook account that manages your Page.
4. Back in Aiyaar, tick the Pages you want and press Connect.

Your Instagram comes with the Page only when the two are linked. In Instagram, the account type must be Business and linked to the Page.

Each account shows Receiving messages when all is well. If it shows Needs reconnecting, press Connect another Page and pick the same Page again. To stop a Page, press Disconnect. Conversations you already have stay in Aiyaar.

#The inbox

Every message to your Page (Messenger) and your Instagram comes into Social media → Inbox. New messages show the moment they arrive, with a sound and a note on the bell.

Use the buttons above the list to choose what you see:

• Inbox: all open chats.
• Unread: chats nobody has read yet.
• Needs a person: chats the AI handed over to your team.
• Mine: chats assigned to you.
• Done: chats you finished.

You can also search by Name or message, or pick a label from Labels.

On a phone, tap a chat to open it; use the back arrow to return to the list.

#Reply to a customer

1. Open a chat.
2. Write in the box at the bottom and press Enter, or the send button.

The tools under the box help you:

• Send a picture from your phone or computer.
• Send a product: search your products. Its photo, name, price and order link are sent.
• Saved replies: pick a ready answer. You can also type / in the box to search them.
• Emoji, and a 👍 when the box is empty.
• AI: the AI writes a reply into the box for you to check. See AI replies.

Under each of your messages you see who sent it: a team member in Aiyaar, the AI, or someone using Business Suite or the Instagram app.

#The 24-hour window

Facebook and Instagram let a Page reply only within 24 hours of the customer's last message. After that the reply box is closed and Aiyaar says so. As soon as the customer writes again, you can answer.

#Organise chats

At the top of an open chat:

• Assign to: give the chat to one team member.
• Add label: tag the chat, for example "Order" or "Payment due".
• Mark as done: the chat moves to Done. If the customer writes again, it comes back to the inbox. Back to the inbox moves it back by hand.
• The robot button turns the AI on or off for this one chat.

To make labels and saved replies, press the ⚙ button at the top of the inbox list (Labels and saved replies). They are shared by everyone on the team.

#Customer and team notes

Open Customer and notes (on a phone, tap More at the top of the chat). On a large screen this panel is already on the right.

• Link or add customer: find a customer by name or phone, or add a new one. Their orders and what they spent then show beside the chat. A new customer is added to Customers.
• Team notes: short notes only your team sees, for example "Wants size L, will pay by bKash".

#Copy or remove a message

Point at a message (on a phone, tap it) and press the ⋯ button:

• Copy text copies the words.
• AI reply to this (on the customer's messages) asks the AI to answer that message.
• Remove from Aiyaar hides it from your team here.

In the same way, Delete conversation from Aiyaar (the bin button; on a phone, under More) deletes the chat and its notes from Aiyaar only. It stays on Facebook or Instagram. If the customer writes again, a new conversation starts.

#Comments

Social media → Comments shows comments on your Page and Instagram posts, with the post they are on. Choose To answer, Needs a person, Hidden or All.

For each comment you can:

• Reply: a public reply everyone can see.
• Private: send the person a private message (one per comment). It then appears in the inbox.
• AI reply: the AI writes the reply for you to check.
• Hide or Unhide: hide the comment from others but keep it.
• Done or Reopen.
• Delete (the bin button): this deletes the comment on Facebook or Instagram for everyone.

#Posts

Write a post once and put it on your Page and Instagram together.

1. Open Social media → Posts and press Create post.
2. Under Post to, pick the Page and the Instagram account.
3. Write the Text, or press Write with AI, type the idea, choose Banglish, বাংলা or English, and press Write it.
4. Add pictures, or press Post a product to use a product's picture, name and price. Instagram needs at least one picture.
5. Choose Post now or Schedule and pick the date and time.
6. Press Post now or Schedule. You can also Save draft.

The Preview shows how the post will look. See your posts in Calendar view (on a computer, point at a day and press + to plan a post for it) or List view (All, Scheduled, Posted, Drafts, Failed). If a post failed on an account, open it to see why and press Try again.

#Insights

Social media → Insights shows how your Pages and Instagram are doing over 7 days, 28 days or 90 days:

• Followers, People reached, Engagement and New followers.
• Messages received, Typical reply time, Answered by AI and Comments answered.
• Charts by day, numbers for Each account, and your Best posts.

Meta's numbers update every few hours.

#Related

• AI replies
• Marketing
• Customers