Social CX Social media

Instagram, Facebook and TikTok in the same inbox

Social CX brings your social media together with the rest of your channels: one team handles messages and comments, with the customer’s full history and the same automated flows.

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We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why integrate your social media in Social CX

  • One team

    The same agent handles WhatsApp, Instagram, Facebook and TikTok without switching screens.

  • One customer view

    Full history no matter which channel the customer uses to reach out.

  • Consolidated metrics

    One dashboard to measure performance, no separate reports per network.

  • The same quality

    Bots route according to the programmed flow, wherever the customer comes from.

How it works

  1. 1

    Connect your accounts

    Instagram, Facebook Messenger and TikTok are connected to Social CX.

  2. 2

    Messages and comments arrive

    Everything lands in the same inbox as your other channels.

  3. 3

    A bot or an agent replies

    With the same flows and the customer’s history across all channels.

  4. 4

    Measure the whole operation

    Response times, volume and campaign results in one place.

Features

  • Automated flows

    Bots run with the same logic on WhatsApp, Instagram, Messenger and TikTok.

  • Meta Ads campaigns

    Leads from your ads go straight to the agent’s or programmed bot’s inbox.

  • Comments and direct messages

    Manage private messages and comments on your posts from the console.

  • Template reporting

    Measure how your WhatsApp templates perform over any date range you choose.

  • Flow reporting

    Totals, trends and behavior of the interactions with your bots.

  • Message Flow Live

    Live control and diagnostics center for your IT, support and operations teams.

Use cases

  • Retail and e-commerce

    Questions and complaints from social media handled in real time.

  • Travel and hospitality

    Bookings and questions from Instagram or Facebook answered instantly.

  • Education

    Enrollment and registration questions over Instagram, Facebook or TikTok.

  • Brands running digital ads

    Qualified leads from social media ads straight into Social CX.

Frequently asked questions

Which social networks can I connect?

Instagram, Facebook Messenger and TikTok, plus WhatsApp, Telegram and your other channels.

Can I reply to comments on posts?

Yes. Comments arrive in the console alongside direct messages so your team can handle them.

Do I need a different bot per network?

No. One flow runs with the same logic on every connected network.

Do leads from my ads come in?

Yes. Leads from Meta Ads campaigns go straight to the agent’s or bot’s inbox.

Related products

Bring order to your social media service

Book a call and we’ll show you your social networks integrated in the Social CX console.

Request your demo