Impact of Facebook Profile ID Migration on Sprinklr (Effective May 1, 2019)
Updated
Facebook is changing the way that third parties like Sprinklr create and manage profiles. Previously, fan profiles were created in Sprinklr when a fan first interacted with your brand page. When fans interacted with other brand pages, Sprinklr refreshed the existing profile.
Going forward, the first interaction of a fan with any brand page will create a new profile, even if they’ve interacted with another brand page that you managed before. Hence, you may see more than one profile for a fan. These multiple profiles can occur when a fan interacts with more than one of your brand pages.
Note:
As a part of the migration, we have migrated only the Facebook profiles that interacted with your brand page at least once since January 1, 2018, but not messages, cases, and other related entities.
In order to be considered for migration, your brand page within Sprinklr should be active. If you activate it after the migration, it will be considered a new page with new profile interactions.
After this change, Facebook Public Survey authentication will not work for new profiles. This is because Facebook is sending us the PSID (Page-Scoped User ID) of the new profiles. We are working with Facebook to resolve and get this functionality back up. Private Facebook surveys will behave the same as before.
Impact on Sprinklr Social
Please refer to the table below. The terms used in the table are:
B1 refers to the active Facebook Brand page in Sprinklr prior to May 1, 2019.
B2 refers to the Facebook Brand page that was in deactivated state in Sprinklr during 27th - 30th April or never added in Sprinklr prior to May 1, 2019.
P1 refers to the Facebook profile in Sprinklr that exists prior to May 1, 2019.
P2 refers to the profile that doesn't exist in Sprinklr prior to May 1, 2019.
ASID refers to App-Scoped User ID and PSID refers to Page-Scoped User ID.
Brand Page | Fan Profile | Fan Profile in Sprinklr | Fan Conversations in 3rd Pane | Fan Profile Activity |
B1 | P1 | Existing profile in Sprinklr will be refreshed. | Status Quo i.e. conversations will be stitched to the existing old fan profile in Sprinklr. | Activity will capture all the details related to the profile and the actions taken on the messages which are associated with the profile. |
B1 | P2 | New fan profile will be created in Sprinklr which is specific to this brand page's interactions. | Conversation of the fan will be associated to this new profile. If the same fan interacts with another Facebook page for the first time, it will create another new profile in Sprinklr. Hence, when you check for the conversation of this fan profile in the third pane, it will only show you the details of the engagements with that brand page. Neither the profiles nor the conversations can be stitched in Sprinklr due to API limitation.
| Activity will capture all the details related to the new profile and the actions taken on the messages which are associated with the new profile. |
B2 | P1 | New fan profile will be created in Sprinklr which is specific to this brand page's interactions. | Conversation of the fan will be associated with this new profile. The existing old profile and its conversation will still remain in the system. However, every new interaction will create a new profile with conversation associated with it. Fan conversations with old pages will continue to associate to the old profile. Neither the profiles nor the conversations can be stitched in Sprinklr due to API limitation. | Activity will capture all the details related to the new profile and the actions taken on the messages which are associated with the new profile. |
B2 | P2 | New fan profile will be created in Sprinklr which is specific to this brand page's interactions. | Conversation of the fan will be associated with this new profile. If the same fan interacts with another Facebook page for the first time, it will create another new profile in Sprinklr. Hence, when you check for the conversation of this fan profile in the third pane, it will only show you the details of the engagements with that brand page. Neither the profiles nor the conversations can be stitched in Sprinklr due to API limitation. | Activity will capture all the details related to the new profile and the actions taken on the messages which are associated with the new profile. |
Other features impacted by migration are:
Universal Profile Search: Multiple profiles with same details may show up in search results for Facebook. However, you will be able to see the brand Facebook page details with which the profile has interacted.
Reporting: In "Inbound Analytics," for the dimension "From User," you may see multiple Facebook profiles for a single Facebook fan.
Impact of the Migration on Sprinklr Service
Brand Page | Fan Profile | Case Creation/Association Rules | Profile Cases in 3rd Pane |
B1 | P1 | Sprinklr will be able to find the existing ASID of this profile and will keep associating/create to the existing case according to rule setup. | Sprinklr will load all cases using PSID and ASID. |
B1 | P2 | Sprinklr does not have ASID of the new profile, so, a single profile interacting with - an old Brand Page 1 will have PSID1 - an old Brand Page 2 will have PSID2 Hence, if you are loading Profile Cases in the Rule (across accounts), previously, it used to club both these messages into one case. However, now Sprinklr will no longer be able to associate it to the same case and each brand page per profile will have its own case. | Sprinklr does not have a way to link PSID1 and PSID2. Hence in profile cases, all cases of all accounts CANNOT be shown and Sprinklr will only be able to show cases of the account from which the profile was created. |
B2 | P1 | Sprinklr does not have ASID of the new profile, so, a single profile interacting with - an old Brand Page 1 will have PSID1 - an old Brand Page 2 will have PSID2 Hence, if you are loading Profile Cases in the Rule (across accounts), previously, it used to club both these messages into one case. However, now Sprinklr will no longer be able to associate it to the same case and each brand page per profile will have its own case. | Sprinklr does not have a way to link PSID1 and PSID2. Hence in profile cases, all cases of all accounts CANNOT be shown and Sprinklr will only be able to show cases of the account from which the profile was created. |
B2 | P2 | Sprinklr does not have ASID of the new profile, so, a single profile interacting with - an old Brand Page 1 will have PSID1 - an old Brand Page 2 will have PSID2 Hence, if you are loading Profile Cases in the Rule (across accounts), previously, it used to club both these messages into one case. However, now Sprinklr will no longer be able to associate it to the same case and each brand page per profile will have its own case. | Sprinklr does not have a way to link PSID1 and PSID2. Hence in profile cases, all cases of all accounts CANNOT be shown and Sprinklr will only be able to show cases of the account from which the profile was created. |