# Facebook Feed Handling

{% hint style="info" %}
This tutorial will guide you on how to handle Facebook Feed from Start to Finish
{% endhint %}

### Step 1 - Initiate Feed Comment

Once you get a comment from your social channel, Go to a specific channel or customer profile.

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FZshIEYaeZubIEhtW414P%2FScreen%20Shot%202024-08-08%20at%2017.59.34.png?alt=media&#x26;token=2f5ccef1-da22-45aa-a361-1f7b5a42fbb3" alt=""><figcaption></figcaption></figure>

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FQRKZo5mNyYbYevxYfvFw%2FScreen%20Shot%202024-08-08%20at%2018.00.28.png?alt=media&#x26;token=e19f91ff-5195-495d-8b79-7843c5f0e66e" alt=""><figcaption></figcaption></figure>

### Step 2 - Assign Feed and reply to customer comment

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<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FVhbZci16eQM6B05KVMoR%2FScreen%20Shot%202024-08-08%20at%2018.00.56.png?alt=media&#x26;token=eb6ddcf8-e56a-4e94-8def-e151fb1df2bc" alt=""><figcaption></figcaption></figure>

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2F46paXm1AUoy5k1bOU22L%2FScreen%20Shot%202024-08-08%20at%2018.02.41.png?alt=media&#x26;token=41553152-e9ff-4e40-9950-e2dff5adea61" alt=""><figcaption></figcaption></figure>

### Step 3 - Write Feed Notes & Tags

To enhance the efficiency of customer query collection, our Klink.cloud platform allows users to take detailed notes and apply relevant tags. This valuable information can be later accessed by supervisors and team members to facilitate personalized customer experiences during future interactions. By leveraging these recorded insights, your team can deliver tailored and insightful responses, ultimately elevating the overall quality of customer service.

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2F8tFB9v9937hYUjap8MHG%2FScreen%20Shot%202024-08-08%20at%2018.22.16.png?alt=media&#x26;token=16094259-48a8-462e-b8d6-85fa5f5ebd07" alt=""><figcaption></figcaption></figure>

### Step 4 - Case Tracking Setup (Post-Feed Wrap-up Data Entry Form)

After the agent completes the conversation, the agent needs to click "**Closed**".\
The Agent can fill Wrap-up form and call outcomes such as Resolved, Follow-up, Transfer, Escalated, or any data.

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2F8orvlzf7bdHMkEZhnYdg%2FScreen%20Shot%202024-08-08%20at%2018.24.30.png?alt=media&#x26;token=ddb4816a-e728-4132-9e84-46a7b2619da4" alt=""><figcaption></figcaption></figure>

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FiO3Q8xRuO80pr1c6PFFn%2FScreen%20Shot%202024-08-08%20at%2018.03.52.png?alt=media&#x26;token=1ec0e796-4b12-476e-a50e-2156892f91e0" alt=""><figcaption></figcaption></figure>

### Done

Interaction between Customer & Agent is automatically recorded with a Case ID. You can view all history in CX Log Table

<figure><img src="https://420146782-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FqqwHJh6YA4uvzfFRLnoR%2Fuploads%2FqsyEQVXMDn4LqYs8CQ9B%2FScreen%20Shot%202024-08-08%20at%2018.04.25.png?alt=media&#x26;token=e2690bd7-c748-4e11-af7b-07af79d37e4d" alt=""><figcaption></figcaption></figure>

For More Information related to Calls, you can view the following reports

* [CX Interaction Log Table](https://docs.klink.cloud/dashboard-and-reports/reporting/cx-log)