Intake
01Page message arrives
Facebook support message enters Replofy.
Social support
SoonCentralize Messenger support with the rest of the queue.
Facebook page messages and Messenger conversations become trackable support work with routing, ownership, approved answers, and audit history.
Page message arrivesCustomer context searchedAura assistsOperator owns
Facebook messages
Messenger and DMs
private handoff
Social DM support
page inbox synced
Social context
Source
Brand page DM
private thread
Media
screenshot attached
preview only
Public comment
moved to private
linked
Support handling
Intent
delivery complaint
classified
Draft
Acknowledge, request order ID, cite policy.
operator review
Tag
social-support
auto applied
Controls
Public reply
disabled in this flow
private only
Owner
Social support
SLA 2h
Audit
DM source retained
message sync
DM01
Capture
Social DMs and media context are preserved in one inbox.
boundary02
Separate
Public comments can be linked while support continues privately.
support03
Resolve
Operators use grounded drafts and channel-aware replies.
Integrations overview
Facebook messages
Facebook page messages and Messenger conversations become trackable support work with routing, ownership, approved answers, and audit history.
How it works
Messenger and DMs
01
Page message arrives
Facebook support message enters Replofy.
02
Customer context searched
Known profile, prior tickets, and channel history are attached.
03
Aura assists
Routine replies use approved source material.
04
Operator owns
Escalation, assignment, and audit work like any other channel.
Data entering Replofy
What Facebook contributes.
Data
Used by Aura
Operator control
Data
Page message
Used by Aura
Classify intent and urgency
Operator control
Reply or route
Data
Messenger thread
Used by Aura
Summarize conversation
Operator control
Assign owner
Data
Profile signal
Used by Aura
Attach social context
Operator control
Verify before sensitive action
Data
Conversation history
Used by Aura
Avoid duplicate replies
Operator control
Merge or escalate
Messenger workflow
Social inbox consolidation.
Context
02Customer context searched
Known profile, prior tickets, and channel history are attached.
Assist
03Aura assists
Routine replies use approved source material.
Control
04Operator owns
Escalation, assignment, and audit work like any other channel.
Boundary
Social support needs identity caution.
Aura can use
- Message content
- Approved help docs
- Thread summary
- Channel metadata
Humans control
- Identity verification
- Account-sensitive replies
- Complaint escalation
- Public brand risk
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Review Messenger flow
Stop treating Messenger as a separate inbox.
Bring Facebook support into the same workspace as email and chat.