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Social channels are available to teams on the Pro subscription.
Social channels bring your Dimedove agents to the platforms your customers already use. Your agent answers the direct messages people send your page or account, and takes care of the comments on your posts and videos: replying, hiding the ones that break your rules, or simply letting them be. Everything is managed from Socials, under Channels in your dashboard sidebar.

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Supported Platforms

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Getting Started

  1. Connect the platform: under Settings > Integrations, in the Social group, click Configure on Messenger, Instagram, or TikTok and authorize Dimedove.
  2. Create a channel: under Socials, click Add, choose the agent and the platform, and select your page or account.
  3. Choose what your agent handles: turn on Direct Messages, Comments & Moderation, or both.
  4. Turn it on: enable the channel, and your agent starts working.
Each platform’s page walks through the details.

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Direct Messages

When someone messages your page or account, your agent answers right in the platform, with the same knowledge, instructions, and personality it uses everywhere else. It takes a moment to let people finish typing, keeps its answers conversational, and remembers each person’s conversation so they can pick up where they left off. A contact is created for everyone who writes in, and every conversation appears in your Dimedove Inbox, grouped under the Socials filter. Want to step in yourself? Pause the agent on that conversation from the Inbox. See Pausing the agent.

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Comments and Moderation

With Comments & Moderation on, your agent reviews every new comment and picks the right response:
  • Reply publicly in the thread
  • Reply privately with a direct message (Instagram)
  • Hide comments that match the rules you describe with Auto-hide Comments, or bring them back
  • Leave it alone when no action is needed
You shape its judgment with two optional boxes on the channel: Reply Instructions, for how it should answer comments, and your Auto-hide Comments rules, describing what should be hidden and what should stay visible. Each channel’s Activity tab shows every comment your agent handled, what it did, and why, with a summary of replies sent and moderation actions.
Ask Dimedove can review your comment activity and suggest improvements to your reply instructions and moderation rules, which you approve before they apply. See Ask Dimedove.

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Credits

Comment replies and moderation run on credits, and each comment thread in the Activity tab shows what it used.

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Managing Channels

Enable, disable, edit, or delete a channel at any time from the Socials page, without losing its configuration when you simply turn it off. If a platform connection ever needs attention, the channel lets you know, and your team’s owners and admins receive an email so you can reconnect in a click. After reconnecting, make sure the channel is turned on.