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 Thoughtly so support teams can respond quickly.
See all Thoughtly + Facebook Messenger integrations or talk to a human
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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.
Thoughtly Explore Thoughtly →
TriggersFires when a new support ticket is created in Thoughtly.
Fires when a ticket's status changes in Thoughtly.
Fires when a ticket in Thoughtly is assigned to an agent.
Fires when a ticket in Thoughtly breaches its response SLA.
Creates a new ticket in Thoughtly.
Updates a ticket's status in Thoughtly.
Assigns a ticket in Thoughtly to an agent.
Posts an internal or public comment on a ticket in Thoughtly.
Facebook Messenger Explore Facebook Messenger →
TriggersFires when a scheduled post goes live in Facebook Messenger.
Fires when a post fails to publish in Facebook Messenger.
Fires when your brand is mentioned or a post gets a comment in Facebook Messenger.
Creates a post in Facebook Messenger or adds it to the schedule.
Adds a post to the publishing queue in Facebook Messenger.
Posts a reply to a comment in Facebook Messenger.
More Thoughtly + Facebook Messenger workflows
Queue social updates when support tickets reveal widespread issues
When an SLA is breached on critical tickets in Thoughtly, 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 Thoughtly, automatically publish a reply to the original social comment in Facebook Messenger.
See details
See all Thoughtly + Facebook Messenger integrations → · Browse the full workflow library →
Common questions
Can Knit build “Turn public social mentions into support tickets” between Thoughtly and Facebook Messenger?
Yes — describe it in the box above and Knit's Integrations Agent researches Thoughtly and Facebook Messenger'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 Thoughtly for customer service?
It allows customer service teams to catch brand mentions or complaints on Facebook Messenger and automatically route them to Thoughtly so no customer question is missed.
Can support agents reply to social comments directly from ticketing?
When ticket updates occur in Thoughtly, automated rules can queue or post responses on Facebook Messenger, keeping communications synchronized across platforms.