Turn public social mentions into support tickets

When a user posts a new mention or comment on Facebook Messenger, automatically create a new ticket in Botsify so support teams can respond quickly.

Try:

See all Facebook Messenger + Botsify integrations or talk to a human

Trusted by teams already building on Knit·

4.9/5 on G2·

Google for Startups Accelerator

How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

Facebook Messenger Explore Facebook Messenger →

Triggers

New post published

Fires when a scheduled post goes live in Facebook Messenger.

Post failed to publish

Fires when a post fails to publish in Facebook Messenger.

New mention or comment

Fires when your brand is mentioned or a post gets a comment in Facebook Messenger.

Actions

Create or schedule a post

Creates a post in Facebook Messenger or adds it to the schedule.

Add a post to the queue

Adds a post to the publishing queue in Facebook Messenger.

Reply to a comment

Posts a reply to a comment in Facebook Messenger.

Botsify Explore Botsify →

Triggers

New ticket created

Fires when a new support ticket is created in Botsify.

Ticket status changed

Fires when a ticket's status changes in Botsify.

Ticket assigned

Fires when a ticket in Botsify is assigned to an agent.

SLA breached

Fires when a ticket in Botsify breaches its response SLA.

Actions

Create ticket

Creates a new ticket in Botsify.

Update ticket status

Updates a ticket's status in Botsify.

Assign ticket

Assigns a ticket in Botsify to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in Botsify.

Queue social updates when support tickets reveal widespread issues When an SLA is breached on critical tickets in Botsify, automatically add a post to the queue in Facebook Messenger to update followers on service status. See details

Reply to customer social comments when ticket status changes When a ticket status is marked as resolved in Botsify, automatically publish a reply to the original social comment in Facebook Messenger. See details

See all Facebook Messenger + Botsify integrations → · Browse the full workflow library →

Enterprise-grade security

Visit our Security Center Review the DPA

FAQ

Common questions

Can Knit build “Turn public social mentions into support tickets” between Facebook Messenger and Botsify?

Yes — describe it in the box above and Knit's Integrations Agent researches Facebook Messenger and Botsify's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

Why connect Facebook Messenger with Botsify for customer service?

It allows customer service teams to catch brand mentions or complaints on Facebook Messenger and automatically route them to Botsify so no customer question is missed.

Can support agents reply to social comments directly from ticketing?

When ticket updates occur in Botsify, automated rules can queue or post responses on Facebook Messenger, keeping communications synchronized across platforms.