Feature Availability

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise | One AI

Introduction

Vtiger CRM's Social module lets you connect and manage your Facebook Page directly from the CRM. With this integration, you can publish posts, respond to comments, track conversations, and link Facebook interactions to CRM records, including Contacts, Leads, Deals, and Cases.

This helps your team manage customer engagement, streamline social media activities, and deliver better marketing and support experiences from a single platform.

Key Features

The following are the key features of integrating your Facebook account with Vtiger Social:

• Create and publish engaging content on Facebook.
• Monitor social activities on your Facebook page.
• Schedule posts according to your preferences.
• Like posts and comments on your Facebook page. 
• View and reply to comments on your posts.
• Sync leads from your Facebook business page to CRM.
• Chat with customers on Facebook Messenger within the CRM.
• Create a deal or case right from the webchat.

Requirements

Before integrating Facebook with Vtiger's Social module, ensure you have the following:

• A Facebook Business account
• A Facebook Business Page

Benefits

The benefits of integrating Facebook with the Vtiger Social module are:

• Create targeted ads with customizable Facebook Lead Forms.
• Capture and synchronize leads with Vtiger CRM in real time.
• Reach a wider global audience with Facebook marketing.
• Increase customer engagement by connecting with more people.
• Respond to leads quickly through Facebook Messenger.

In this article, you will learn about:

• Integrating Facebook in Vtiger CRM
• Social Dashboard
• Actions in the Social Dashboard
• Social Inbox
• Social Settings

Key Terminology

Integrating Facebook with the Vtiger Social Module

Integrating Facebook with Vtiger requires you to do the following:

• Step 1: Creating a Facebook Business Account and Page
• Step 2: Connecting your Facebook Account to the Social Module

We will now go through each step in detail.

Step 1: Creating a Facebook Business Account and Page

• To learn more about creating a Facebook business account, click here.
• To learn more about creating a Facebook business page, click here.

Step 2: Connecting your Facebook Account to the Social Module

Follow these steps to log in to your Facebook account in the Social module:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Select Facebook.
6. Click + Add Account. The Facebook login page appears. 
7. Enter your Facebook credentials in the login window.
8. Click Log in.  Facebook displays a page asking you to grant Vtiger permission to access your Facebook account and Page. 
9. Enter or select the following information when prompted:
   1. Continue as Your Name.
   2. Choose the Facebook Business Page(s) you want to connect.
   3. Select the permissions to grant (such as managing Pages, reading content, etc.).
10. Review the permissions.
11. Click Continue.

Once the authorization is complete, your Facebook Page is connected and displayed in the Vtiger Social module.

Social Dashboard 

After you set up your Facebook account, you will see the following sections on the Social dashboard:

• All Posts - Lists all the posts you have done on your Facebook page. It also shows the posts done by other people. 
• Mentions - Lists all the posts (by other people or pages) that mention your Facebook page.
• Scheduled - Lists all the scheduled posts.
• Comments - Shows a post with its comments. You must manually create a comment stream for individual posts to view their comments.

• If you have connected multiple Facebook pages, you can also filter the data mentioned above by page.
• You can click on the profile names to see their profile details: About, Description, Website, Email, and Location. 

Now, let’s check out all the functionalities in detail. 

Composing a Post

Creating a post is a simple process. While composing your post, a live preview is displayed alongside the editor, allowing you to review how your content will appear before publishing. As you enter the post details, the preview is updated automatically.

Follow these steps to compose a post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click the Compose Post icon.
7. Enter or select the following information:
   1. Post to - Select the Facebook page where you want to post.
   2. Message - Enter the content to post.
   3. Upload media - Click Browse to select media files from your local computer to post them.
   4. Click Post.

 Note: Under Post to, select one or more channels to publish the post simultaneously.

Scheduling a Post

Scheduling a post allows you to plan and publish content at the date and time you specify.

Follow these steps to schedule a post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click the Compose Post icon.
7. Enter the following information:
   1. Post to - Select the Facebook page where you want to post.
   2. Message - Enter the content to post.
   3. Upload media - Click Browse to select media files from your local computer to post them.
   4. Click Schedule Post.
   5. Set the Date and Time.
   6. Click Schedule Post.

Rescheduling a Post

Follow these steps to reschedule a post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click More.
7. Select Reschedule.
8. Select a Date and Time.
9. Click Save.​​​​​​​

Deleting a Scheduled Post

Follow these steps to delete a scheduled post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click More.
7. Select Delete.
8. Click Yes.​​​​​​​

Editing a Post

You can edit a post to modify its content, media, or publishing settings. 

Note: You can edit posts only in the All Posts section.

Follow these steps to edit a post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Choose a post from the All Posts or Comments section.
7. Click More.
8. Click Edit.
9. Make changes to the content in the text box.
10. Click Post.​​​​​​​

Liking posts or comments

Follow these steps to like a post or comment on your page:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Select a post and hit the Like button under it.
7. Click the Comment button to view the comments on a post.
   1. Click Like to like a comment.

Replying to comments

You can reply to comments from the All Posts, Comments, or Mentions section on your Social dashboard.

Follow these steps to reply to a comment:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click the Comment icon to see the comments on the required post.
7. Click Reply to type a reply.
8. Enter the reply message.
9. Click Post.

Creating a comment stream

A comment stream is a section on your Social dashboard that you create manually for individual posts.

If one of your posts received many comments or some comments highlighted important information, you could create a comment stream for it. This makes the post stand out by showing it in a separate Comments section.

Follow these steps to create a comment stream:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click More on the required post.
7. Click +Create comment stream.

Adding or Linking Records

You can create Contact, Lead, and Case records from the Social module’s All Posts, Mentions, and Comments sections.

You can add or link records:

• When a Facebook user posts on your wall or comments on your posts, you can create contact records from the user details. 
• Link the users to existing contacts in the CRM. Doing this lets you identify whether the Facebook users are your contacts or leads stored in the CRM.
• Distinguish existing leads or contacts from new ones with the same names by using the CRM lead or contact records.
• If users leave complaints in posts or comments, you can even create case records from those complaints.

Follow these steps to add or link Contacts:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Click More under a post in the All Posts, Mentions, or Comments section.
7. Linking an existing contact or lead:
   1. Click Select Contact or Select Lead.
   2. Select a Contact or Lead record by clicking on it.
8. Adding a Contact or Lead:
   1. Click Add Contact, Add Lead, or Add Deal.
   2. Let's consider the Deals module in this example.
   3. Enter or select the following information:
      1. ​​​​​​​​​​​​​​​​​​​​​Deal Name: Enter a unique name to identify the deal. 
      2. Organization Name: Select the organization associated with the deal. 
      3. Sales Stage: Choose the current stage of the deal in the sales pipeline. 
      4. Amount: Enter the estimated value of the deal. 
      5. Contact Name: Select the primary contact associated with the deal. 
      6. Assigned To: Select the user who will own and manage the deal. 
      7. Lead Source: Specify how the lead or opportunity was generated. 
      8. Type: Select the type of deal, such as New Business or Existing Business. 
   4. Click Save. You will find the contact, lead, or deal you create in the Contacts, Leads, or Deals module.
9. Adding a case:
   1. Click Add Case.
   2. Enter the desired case information. The fields below are auto-filled:
      1. Case Title is picked from the Facebook user profile name.
      2. Summary is picked from the comment or post text.
10. Click Save.

• To learn more about Contacts, click here.
• To learn more about Leads, click here.
• To learn more about Deals, click here.
• To learn more about Cases, click here.

Managing Reviews

Vtiger Social displays reviews received on your Facebook Page. A heart icon represents a positive recommendation, whereas a broken heart icon represents a negative recommendation.

Follow these steps to manage your reviews:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Reviews on the left-hand side.
   1. Click Comment under a review to reply.
   2. Click Reply under a review’s comment to respond to the conversation.
   3. Click More to add or link a Contact, Lead, or Case.

Deleting a post

You can delete a post from the All Posts or Comments section on your Social dashboard.

Follow these steps to delete a post:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Facebook under Posts on the left-hand side.
6. Choose a post from the All Posts or Comments section.
7. Click More.
8. Click Delete.
9. Click OK.

Social Inbox

The Social Inbox has an Activity Timeline that displays all the activities on every channel (Facebook and Google My Business) that you have configured. Activities include posts, comments, questions, and reviews.

Additionally, 

• You can hover over the right corner of an activity update to see the Actions icon. Click it to find the options to edit, delete, or reply to posts, and add or link leads, contacts, and records.
• You can filter to view the activities by channel. 

Follow these steps to filter activities:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Social Inbox on the top-left-hand side. 
6. Click Filters at the top right of the Activity Timeline.
7. Select a channel from the Channel drop-down.
8. Click Apply.

Social Settings

The comprehensive settings options let you manage your Social accounts and create automation rules for different activities. 

Let’s look at each of them.

Adding an account

Follow these steps to add an account to the Social module:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Manage Accounts on the left-hand side. You will land on the Social Settings window.
6. Click +Add Account.
7. Select Facebook.
8. Enter your login credentials.
9. Click Log In.

Disconnecting an account

Follow these steps to disconnect an account from the Social module:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Manage Accounts on the left-hand side. You will land on the Social Settings window.
6. Click More.
7. Click Disconnect.
8. Click OK. 

Removing an account

Follow these steps to remove an account from the Social module:

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Manage Accounts on the left-hand side. You will land on the Social Settings window.
6. Click More.
7. Click Remove.
8. Click OK.​​​​​​​

Automation 

With automation rules, you can automatically create contact, lead, and case records in the CRM. You can trigger the creation of records when a user leaves a comment, like, or review on your Facebook page. 

For instance, if you receive a comment that says, How do I buy this product? you can assume this to be a lead for your business and create a lead record for the user.

Additionally, you can specify tags or keywords that must be present in the comment or review. For instance, the tag is “want to subscribe”, and a user posts a comment that matches the tag. You can assume them to be a lead and trigger the creation of a lead record. 

Follow these steps to add a rule: 

1. Log in to the CRM.
2. Click the main Menu.
3. Select Marketing.
4. Click Social. The Social module dashboard opens.
5. Click Manage Accounts on the left-hand side. The Social Settings window opens
6. Click Facebook under Automation on the left-hand side.
7. Click on +Add Rule.
8. Enter or select information for the following:
   1. Name - Provide a title for the rule.
   2. Select trigger - Choose when the record must be created (on receiving a comment, like, or review).
   3. Select tags - Enter the keywords that must be present in the comment or review. This field does not show when the trigger is Like.
   4. Choose action - Choose which record to create. 
9. Click Save.​​​​​​​

The automation rule is saved and will automatically apply to matching social activities. 

Social Posts From Process Designer

You can automate social posts in the Process Designer, thus saving time. Using the Social Message action in the Process Designer, you can now post messages automatically to your Facebook accounts.

When you click on Social Message, the process action window pops up. You can enter the message and select the social media accounts to which the messages should be sent in Vtiger's Social module.

References

• Vtiger Social Module
• Instagram Integration with Social Module
• Integrating your Facebook Account with Vtiger Social
• Managing your Google My Business Account with Vtiger Social