Social Channels
Connect Raya to Instagram, Facebook, and Slack so she can handle DMs, respond to story mentions, and send escalation alerts to your team.
Instagram & Facebook
Raya connects to your Instagram Business and Facebook Page accounts through the Meta Graph API. She monitors DMs and responds to customer inquiries just like she does on chat and email. Raya also detects story mentions and replies with contextual responses.
Instagram & Facebook Capabilities
Raya handles direct messages, story mentions, conversation context across sessions, and image messages on both Instagram and Facebook. She maintains a single conversation thread per customer across all social channels.
- 1
Direct messages (DMs)
Raya reads and replies to Instagram and Facebook DMs in real time. She uses your knowledge base to provide accurate answers.
- 2
Story mentions
When a customer mentions your brand in an Instagram story, Raya detects the mention and responds with a DM. This turns organic engagement into support conversations.
- 3
Conversation context
Raya remembers past interactions with each customer, even across different social platforms. A customer who messaged on Facebook last week picks up the same thread on Instagram today.
- 4
Image messages
Raya processes images shared by customers (screenshots, product photos, error messages) and incorporates the visual context into her responses.
Instagram & Facebook Setup Steps
Connect Instagram and Facebook in three steps.
- 1
Connect your Meta Business account
In the Teammates.ai Dashboard, navigate to Raya > Social Channels and click "Connect Meta." Authenticate with your Meta Business account that manages your Instagram Business and Facebook Page.
- 2
Select pages and accounts
Choose which Instagram Business accounts and Facebook Pages Raya should monitor. You can connect multiple pages and accounts.
- 3
Test with a DM
Send a test DM to your connected Instagram or Facebook account. Verify Raya's response in the Dashboard conversation log.
Slack Integration
The Slack integration lets Raya send escalation alerts and conversation summaries to your team's Slack workspace. This is not a customer-facing channel. Instead, it connects Raya to your internal team so humans stay informed and can override when needed.
Slack Capabilities
Raya's Slack integration provides four core capabilities for your internal team.
- 1
Escalation alerts
When Raya escalates a conversation to a human, she posts an alert in your designated Slack channel with the full conversation context and reason for escalation.
- 2
Conversation summaries
Raya posts daily or hourly summaries of resolved conversations, including sentiment, topics covered, and any actions taken (refunds, order lookups).
- 3
Human override
Your team can reply directly in the Slack thread to take over a conversation from Raya. She steps back and hands full control to the human teammate.
- 4
Channel mapping
Map different escalation types to different Slack channels. For example, billing escalations go to #finance, technical issues go to #engineering.
Frequently Asked Questions
Can Raya reply to public comments on Facebook and Instagram?▾
Is Slack required for Raya to work?▾
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