In this article, we will cover the capabilities and limitations of Facebook within the Sprinklr platform. ​

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APIs and Webhooks

Note that only Facebook allows the native actions to sync in sprinklr, but other social channels like Instagram, Snapchat, Linkedin, Twitter, YouTube, and Pinterest don't provide such data via webhooks. In other words, only Facebook will provide backend details. For example, when a comment is hidden natively and then in the Sprinklr’s activity trail will be shown as “workflow via native”. 

Sprinklr Marketing (Ads) Capabilities

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Facebook Dark Posts

Dark posts are created when you create ads or use paid promotion. There are no organic dark posts because they remain dark/invisible unless it’s promoted or published to the customer timeline. If a dark ad post is promoted and then published to the timeline, it is also an organic post. Also, staying true to its name, a dark post is never published but only surfaced as an ad. Basically, it's a Facebook post that the users can control and determine exactly who sees it through ads.

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Dark Posts are indicated in Sprinklr with an icon. Comments, Replies, and Posts are treated in Sprinklr just like regular messages and pulled into Columns according to your column configuration.

• Sprinklr filter - Is Dark Post value set as True implies that the post is dark i.e. it was never published on the Page, but can be accessed via the permalink of the post.

• Sprinklr filter - Is Dark Post value set as False implies that the post is not a dark post i.e. it was published on the Page and is visible to everyone.

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Sponsored or Promoted Posts

A Sponsored Post is a post to any community-driven notification-oriented website. These posts are explicitly sponsored as an advertisement by a particular company in order to draw a large amount of popularity through user promotion and moderation to the most active or most viewed page on the website. Sponsored Posts are also known as Promoted Posts.

• Sprinklr filter - Is Sponsored value set as True implies that the posts were published on the Page and has ad spend behind it, i.e. if a post is boosted.

• Sprinklr filter - Is Sponsored value set as False implies that the posts were published on the Page, however, wasn't boosted and didn't have ad spend budget behind them.

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Limitations

Sprinklr utilizes Facebook's API to allow users to manage Facebook Pages and accounts through Sprinklr. API limitations exist which prevent Sprinklr from supporting some Facebook features currently. Additionally, API limitations will mean that a small percentage of Facebook content is not available in real-time.

Under Page Settings you cannot set permissions to who can create a  post or message people, this is because all provisioning is done through the Sprinklr Platform. Users do not need to be added to the specific page in order to engage via Sprinklr.

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Publishing Limitations

1. Posting a Poll on Facebook Page Wall.

2. Posting a Video as a comment for a post or as a reply to any comment does not publish the video, instead, it posts a link to the video that opens in a separate tab when you click on the link.

3. Resize photos during the publishing process. Posted photos will retain their initial size unless re-sized by Facebook; Facebook will automatically resize photos larger than 2048 x 1280 to this size. 

4. Tagging photos through Sprinklr. You can not tag any images with Pages or Profiles.

5. Reach number, whether you have a select geo-targeting or not, will always be the sum of followers on Twitter and total page fans on Facebook.

Engagement Limitations

1. Tagging individuals in Facebook Posts cannot be performed from engagement columns.

2. Use current location according to the profile time zone, employment history, and all links posted by the user.

3. Creating Persistent Search.

4. Change an Album cover for the Facebook album from Sprinklr.

5. Businesses have up to 24 hours to respond to a message sent by a person in Messenger when using standard messaging. A bot may also send one additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a person responds to a business.

Facebook's API does not support real-time updates for Dark Posts, External Mentions, or engagements on Event pages. Messages may not be pulled into Sprinklr in real-time.

Additionally, Facebook API limitations acknowledge that a small percentage of real-time-supported engagements may not be pulled into Sprinklr immediately.

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Brand Posts Limitations

1. Unable to tag a Location when publishing Facebook Posts.

2. Audience Profile Exporting - can only export up to 10k profiles.

3. Cannot "Highlight" a Post on Facebook Page.

4. Whenever a fan shares a brand post unless they specifically type in some text after they click the "Share" button nothing will appear. This is because Facebook has the option for the user to 'Say something about this' whenever they share a post.

Ads Limitations  

1. Create Facebook Events - unable to do this via the Sprinklr Platform due to API Limitations.

2. Import events made by the Page or users invited, attending, or declined.

Reporting Limitations

1. Show only posts that a specific page was tagged in.

2. View the feed of links published by the page.

3. View or pull analytics from the "About me" section of a user's profile.

4. Specify an age range that the user fits to pull info from.

5. Pull/View info from the user's Bio Information.

6. User's birthday.

7. User's local currency information.

8. Person's primary email address is listed on their profile.

9. User's hometown.

10. Facebook reporting data may be delayed up to two days.

11. Reporting data for Facebook comes in two to three days delayed due to the Facebook API. Unfortunately, we are unable to increase the speed in which this data comes into Sprinklr as it is an API restriction.