The same person on Facebook and Instagram
When CommentGate joins two profiles into one person, what moves over, and why it never guesses from a name.
Updated
One customer can comment on your Facebook ad, then message your Instagram account. CommentGate joins those into one person, but only when Facebook, Instagram or Meta itself says it is the same person. For example:
- A private reply to someone's comment comes back with their Messenger or Instagram id.
- Someone taps a button in a message that started from their comment.
- Meta reports someone's Facebook and Instagram ids together.
What you see
The person shows once in People, with a line like "Also on Instagram as @maya.t" under Contact. The older profile is kept, and everything from the other one moves onto it: tags, leads, conversations and the campaigns they are in.
Never on a guess
CommentGate does not join people because their names match. Two people called Maya Thompson stay two people.
The one exception is an import from ManyChat. A contact imported without a platform id joins the real profile when the Instagram username matches exactly, or when the full name matches exactly on the same Facebook Page and nobody else there has that name.
Merging by hand
You cannot join two people yourself. If you know two profiles are the same customer, tag both the same way so they are easy to find together.
Related
- People: everyone who commented, messaged you or wants to buy What a person is in CommentGate, how to find them, and how to organize them with tags and fields.
- Emails and phone numbers people give you, and exporting them How emails and phone numbers get onto a person, how to fix them, and how to download everyone as a CSV.
- Who you are talking to, and who answers: the person panel and auto-assign See a customer’s details, tags and campaigns next to the chat, assign conversations, and share new ones out in turn.
- Stop a campaign for one person Stop the messages a campaign is sending to one customer, without pausing it for anyone else.
Still stuck?
Tell us what you were trying to do and what happened. A person replies, usually within one business day.