# Social media & reviews

DMs, comments, mentions, and reviews from Instagram, Facebook, Threads, TikTok, X, Google Maps, YouTube, Google Play, and App Store arrive in Interaction and are answered from Onix — alongside WhatsApp, email, and livechat. They connect through **Channel Integration** (channel.sassly.ai), Sassly's official gateway to each platform, so you never need to build your own developer app.

> Social media & review channels are **turned on per workspace by the Onix team**, per platform: **Simulator** (simulated accounts & customers — for trying the flow and training your team) or **Live** (real accounts). Until then, they do not appear in Channels. [Contact us](https://onix.sassly.ai/en/contact) to turn them on.

## Supported channels

| Channel | What arrives in Interaction | Other actions from Onix | Platform rules |
| --- | --- | --- | --- |
| Instagram | DMs, comments on posts, mentions | Reply to a comment by DM, hide, delete comments | DMs answered within 24 hours (Human Agent up to 7 days); one DM reply per comment |
| Facebook Page | Messenger, comments, mentions | Reply to a comment by DM, hide, delete comments | Same as Instagram |
| Threads | Replies on your posts, mentions | Hide, approve/reject pending replies | No DMs; max. 500 characters |
| TikTok | Video comments, mentions, DMs | Hide, delete comments | DMs within 48 hours, max. 10 messages in a row; comment replies max. 150 characters |
| X | Mentions & replies that call your account, DMs | — | Only posts that mention your account; max. 280 characters |
| Google Maps | Business location reviews | Edit & delete review replies | The location must be verified |
| YouTube | Video comments | Approve/reject held comments, delete | Comments turned off on the video → cannot reply |
| Google Play | App reviews | Edit the reply | Max. 350 characters; reviews from the last 7 days |
| App Store | App reviews | Edit & delete the reply | Replies go public after Apple's review (≤ 24 hours) |

## Connecting an account

1. Open **Manage → Channels** and click **Add channel**. Platforms turned on for your workspace appear under **Social media & reviews** (marked *Simulator* in simulator mode).
2. Pick the platform → **Continue**. You are taken to a secure Channel Integration page and then to the platform's sign-in page to grant access (Google Play & App Store: a credentials form). Onix never sees your password.
3. Choose the accounts to connect — one Facebook or Google sign-in can pick several Pages, locations, or apps at once. **Each account uses one channel slot** of your plan; accounts that do not fit are not added and are listed in the result message.
4. You come back to Channels with a new account card. New messages, comments, and reviews go straight to Interaction (the **Chat** tab, with the platform icon in the list).

Tick the permissions the platform asks for. Missing permissions switch off the related parts — e.g. without Instagram message access, DMs do not arrive and reply by DM is unavailable. Reconnect to grant the missing permissions.

## Simulator mode

- In simulator mode, accounts, customers, posts, and reviews are **simulated by Channel Integration** — nothing is sent to the real platform. Great for demos, team training, and trying the flow before connecting real accounts.
- Simulator account cards have a **Simulate incoming message** button: pick an event (DM, comment, mention, review with a rating, …) and a simulated customer, write the text, and send. The event travels the same path as a real one and appears in Interaction within a few seconds.
- Your replies follow the same platform rules (24-hour window, character limits, one DM reply per comment, X rules) — so what works in the simulator also works with real accounts.

## Replying

- Write replies as usual. A reply shows **Processing** until the platform accepts it (**Sent**), or **Failed** with a clear reason — press **Resend** once the problem is fixed.
- **Reply window**: Instagram & Facebook only allow DM replies within 24 hours of the customer's last message. After that, the composer offers **Reply as a human agent (Human Agent)** for up to 7 days. When the window is closed, the composer is for internal notes only until the customer writes again. TikTok shows the **messages left** before the customer replies.
- **Character limits** follow the platform and conversation type (a counter appears in the composer). Attachments are only available where the platform supports them in that conversation (e.g. Instagram DMs yes, comments no).
- **Reply & quote** on a specific message answers that comment in its thread. **Reply by DM** (Instagram & Facebook) sends a private message to the comment's author — once per comment, text only; it is recorded in the conversation marked *by DM*.
- Comments, mentions, and reviews show the author's name on every message because many people can write in the same thread.
- **Automatic replies** (greeting & after hours) are only sent for DMs. Public comments, mentions, and reviews are never answered automatically.

## Moderating comments & reviews

Hover over a customer's comment → the **Moderation** icon: hide/show, delete the comment, approve/reject held comments (YouTube) or pending replies (Threads), and delete a review reply (Google Maps, App Store). Only actions supported by the platform & the account's permissions appear. The result is recorded in the conversation ("… hid the comment") and the message's marker changes (e.g. *hidden*).

## Conversation context

Above the conversation you see context from the platform: the post or video being commented on (with an **Open in …** link), star rating, title, app version, device, Google Maps location, and any existing review reply. Comments edited by the customer update too (marked *edited*), and deleted comments are marked as deleted.

## Account status

- **Needs reconnecting**: access was revoked by the account owner or expired. Channel managers get a notification (and an email if enabled in Settings). Press **Reconnect** on the account card — existing conversations stay linked.
- **Disconnected**: the account was disconnected on the platform or by an admin. Reconnect to use it again.
- **Turned off by the platform admin**: new messages stop arriving and replies are not sent, without deleting conversations.
- Deleting a channel disconnects the account in Channel Integration. If it already has conversations, the channel is archived and its history stays available.

## Data & privacy

- Platform access tokens are stored encrypted in Channel Integration, not in Onix. Onix only stores the messages, contacts, and attachments that arrive in your workspace (attachments are copied to Onix's private storage).
- Contacts are created per person per platform. Social media contacts are not merged with WhatsApp contacts automatically — merge them manually in Contacts when it is the same person.
- KPIs for social media conversations use the workspace's general response targets, just like WhatsApp.