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Messenger API to support Instagram

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Today, we are announcing updates to the Messenger API to support Instagram messaging, giving businesses new tools to manage their customer communications on Instagram at scale. The new API features enable businesses to integrate Instagram messaging with their preferred business applications and workflows; helping drive more meaningful conversations, increase customer satisfaction and grow sales. The updated API is currently in beta with a limited number of developer partners and businesses.

Instagram is a place for emerging culture and trend creation and discovering new brands is a valuable part of this experience. Messaging plays a central role in helping people connect with brands in personal ways through story replies, direct messages, and mentions. Over the last year, total daily conversations between people and businesses on Messenger and Instagram grew over 40 percent. For businesses, the opportunity to drive sales and improve customer satisfaction by having meaningful interactions with people on Instagram messaging is huge.

Instagram is a platform for community building, and we’ve long approached it as a way for us to connect with our customers in a place where they are already spending a lot of their time. With the newly launched Messenger API support for Instagram, we are now able to increase efficiency, drive even stronger user engagement, and easily maintain a two-way dialogue with our followers. This technology has helped us create a new pipeline for best-in-class service and allows for a direct line of communication that’s fast and easy for both customers and our internal team.” – Michael Kors Marketing

Works with your tools and workflows

Businesses want to use a single platform to respond to messages on multiple channels. The Messenger API now allows businesses to manage messages initiated by people throughout their Instagram presence, including Profile, Shops, and Stories. It will be possible for businesses to use information from core business systems right alongside Instagram messaging, enabling more personal conversations that drive better business outcomes. For example, businesses integrating with a CRM system can give agents a holistic view of customer loyalty. Furthermore, existing investments in people, tools, and workflows to manage other communication channels can be leveraged and extended to support customers on Instagram. This update will also bring Facebook Shops messaging features to the Messenger API so businesses can create more engaging and connected customer experiences.

To get started, businesses can easily work with developers to integrate Instagram messaging with their existing tools and systems.

Increases responsiveness and customer satisfaction

Customers value responsiveness when they have questions or need help from businesses. For the first time on Instagram, we’re introducing new features that will allow businesses to respond immediately to common inquiries using automation, while ensuring people are seamlessly connected to live support for more complex inquiries. One of our alpha partners, Clarabridge, reported their client brands had improved their response rate by up to 55% since being able to manage Instagram DMs through their platform.

The updates to the Messenger API are part of our overall effort to make it easier for businesses to reach their customers across our family of apps.

Messenger API support for Instagram is currently in beta with a focus on providing high quality, personalized messaging experiences on Instagram while increasing business efficiency. Adidas, Amaro, Glossier, H&M, MagazineLuiza, Michael Kors, Nars, Sephora and TechStyle Fashion Group and other consumer brands are already participating in the beta program. We are excited about early results some businesses saw during alpha testing, including higher response rates, reduced resolution times, and deeper customer insights as a result of integrations. We’re also testing with a limited number of developer partners; and are delighted at the initial response.

On average, brands have saved at least four hours per agent per week by streamlining social community management within the Khoros platform, plus shortened response rates during business hours — which is crucial to meet as customers who message brands on social media expect a quick reply.” – Khoros

If you are a business interested in utilizing the API post-beta, please sign up for our business waitlist. If you are a developer, please sign up for our developer waitlist.

Facebook Developers

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Youth apologises to parents on Facebook for ’embarrassing them’, hangs himself to death

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Youth apologises to parents on <b>Facebook</b> for 'embarrassing them', hangs himself to death thumbnail

The deceased was identified as Sumit Pardhe (Representative Image).

The deceased was identified as Sumit Pardhe (Representative Image).&nbsp | &nbspPhoto Credit:&nbspiStock Images

Key Highlights

  • A 24-year-old youth in Aurangabad allegedly hanged himself to death on Friday
  • The youth took the drastic after apologising to his parents on a Facebook Live

Aurangabad: A 24-year-old youth from Aurangabad, Maharashtra, allegedly ended his own life after apologising to his parents for “embarrassing them”. The youth went live on social media platform Facebook before taking the drastic step and apologised to his parents. 

The deceased was identified as Sumit Pardhe. Pardhe was found hanging from a tree in Paradh, Jalna on Friday morning. He was a resident of Hatti, Sillod tehsil of Aurangabad. 

‘The family is in shock and they are not in a position to speak’

Abhijit More, Paradh police station inspector said that the circumstances that prompted Pardhe to take the drastic step have not been ascertained yet. He added, “The family is in shock and they are not in a position to speak. “

The youth had gone to stay at his aunt’s home. On Friday morning, he left the house to go to a neighbouring farm where he allegedly hanged himself to death. Some of the locals saw the body and informed the police. The youth was taken to a nearby hospital where he was declared brought dead, The Times of India reported. 

Youth apologised for going against parents’ wishes 

The youth had completed his masters in science and used to play volleyball. During the Facebook Live session, the youth apologised to his parents for embarrassing them. He said that his parents had to apologise publicly because of him. The youth also said that his decision of going against his parents’ wishes caused all the problems for his family. 

Reportedly, the youth was disturbed over an incident that took place around three days before he took the extreme step. Efforts are underway to unearth the details of the incident. A case of accidental death was registered by the police. 


 

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Israel, Arabs and Jews: Was Facebook objective? – Analysis

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Last week, readers contacted The Jerusalem Post to suggest that we investigate claims that Facebook and Instagram were maliciously biasing the social media war against Israel, guided by powerful figures inside the company.

According to the claim, people pressing “report post” on blatantly antisemitic or anti-Israel content, or posts with false information about the recent military campaign, were told that the post “doesn’t violate our community guidelines.”

Reporters investigated a particular Instagram employee, a Muslim woman who has posted several pro-Palestinian images on her personal Instagram account, who activists said is one of the people who decide what is and isn’t in line with the social media giant’s community guidelines. “If the heads of these companies support these views themselves, why is it even surprising that no one sees our side?” one Jewish activist asked.

After investigating the matter further and speaking with a number of Facebook executives, the Post concluded that the accusation wasn’t strong enough to pursue. But an article published last week in Buzzfeed News made a similar accusation- from the Arab side.

According to the article, “Facebook is losing trust among Arab users,” because during the ongoing Palestinian-Israeli conflict, “censorship – either perceived or documented – had made Arab and Muslim users skeptical of the platform.” The article went on to list the same claims the Jewish activists had made, that their posts were being censored while the other side’s were not, and that powerful people inside the Facebook organization were making deliberately biased calls about what meets the company’s community standards and what does not.

The article quoted heavily from The Jerusalem Post’s September 2020 profile of Jordana Cutler, Facebook’s Head of Policy for Israel and the Jewish Diaspora, who was named one of the year’s most influential Jews. The article saw proof of Facebook’s pro-Israel bias in Cutler’s statements like “My job is to represent Facebook to Israel, and represent Israel to Facebook.” Facebook’s former head of policy for the Middle East and North Africa region, Ashraf Zeitoon, was quoted as saying he was “shocked” after seeing that interview.

Zeitoon, who left Facebook in 2017, shouldn’t have been so shocked though. Facebook maintains public policy teams in every country it works in, tasked with interfacing between the needs of the social media company and the legal and diplomatic needs of the local government.

“Jordana’s role, and the role of our public policy team around the world, is to help make sure local governments, regulators and civil society understand Facebook’s policies, and that we at Facebook understand the context of the countries where we operate. Jordana is part of a global policy team, and to suggest that her role is any kind of conflict of interest is entirely inaccurate and inflammatory,” a Facebook spokesperson said.

Israel, like other countries, expects Facebook to remove content that violates local laws, even if it meets Facebook’s own criteria. On that matter, Israel’s intervention during the Guardian of the Walls military campaign was relatively limited. Data from the cyber department of Israel’s Attorney-General shows that from May 8-26, Israeli officials made 608 requests from Facebook to remove posts, with 54% accepted. On Instagram, there were 190 official requests for removal, with a 46% acceptance rate.

The number of Israelis reporting hate speech and incitement through the platform seemingly had a far greater impact. According to Buzzfeed News, Israel, with 5.8 million Facebook users, reported to Facebook 550,000 posts violating policies for violence and hate speech and 155,000 posts for terrorist content during one week of fighting. During the period, Israelis reported 10 times more terrorism violations and eight times more hate violations compared to Palestinian users, Buzzfeed said, citing a company employee.

Zeitoon, in a different interview given to CBS News, attributed that gap to Israel’s organizational superiority. “Israel has hacked the system and knows how to pressure Facebook to take stuff down,” he was quoted as saying. “Palestinians don’t have the capacity, experience and resources to report hate speech by Israeli citizens in Hebrew.”

Others, however, note another difference: Hamas is recognized by many governments as a terrorist organization, and Palestinians posted in far greater number than Israelis direct calls for violence, hate speech, and content glorifying terrorism. Ignoring that aspect of the “Palestinian voice” that those like Zeitoon say is being suppressed is irresponsible and dangerous, they claim.

Israel is justifiably quite concerned about the clear and present dangers posed by social media. Reports in the Hebrew press suggest that Prime Minister Benjamin Netanyahu even proposed blocking social media sites completely in Israel as the recent conflict began, in hopes of quelling incitement. Many have referred to the recent uptick in violence as the TikTok Intifada, a reference to the video-sharing social media network that is particularly popular among a younger demographic, and is widely seen as the source of some of the most intense incitement activity against Israel.

Facebook, as well as TikTok, categorically asserts that its automated content removal tools and human content moderators show no systemic bias toward any political cause or movement.

On that post by the Israeli activist mentioned above, Facebook Israel communications manager Maayan Sarig responded sharply. “We take criticism very seriously, but false claims against specific employees are not acceptable. Our policies are conducted globally in accordance with our community rules and there is no content that is independently approved or removed by individuals. So let’s try to avoid conspiracy theories.” That sort of statement is echoed throughout the company’s internal and external communications.

TikTok likewise has told the Post that “Safety is our top priority and we do not tolerate violence, hate speech or hateful behavior.”

It is not surprising that people on both sides of the conflict accuse social platforms of being biased against their cause. But, as is often the case online, the nuances easily get drowned out by strong emotions.

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Facebook & Instagram will now allow all users to hide their like counts

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<b>Facebook</b> & Instagram will now allow all users to hide their like counts thumbnail

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Facebook and Instagram are giving more control to users over their content, feed and privacy. 

This week they announced new tools such as a Feed Filter Bar, Favourite Feed and Choose Who Can Comment, which aim to give people more ways to control what they see on their news feeds.

Facebook has been working on another new tool that allows users to filter offensive content from their DMS, and they have been testing hiding like counts over the past months. 

The hiding like counts tool is “beneficial for some and annoying to others”, says Facebook.

They added, “We’re giving you the option to hide like counts on all posts in your feed. You’ll also have the option to hide like counts on your own posts, so others can’t see how many likes your posts get. This way, if you like, you can focus on the photos and videos being shared, instead of how many likes posts get.”

According to Facebook, “changing the way people view like counts is a big shift.” 

(Image Credit: www.thoughtcatalog.com with an active link required)

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