1. Go to All Settings > Manage Customer > Queues

2. Add a new Queue and choose "Inbound Messages" as the Queue type

3. Name the Queue as "Ad Comments", or similar, and add a description if required

4. Save the queue, then in the 3-dot menu to go Permissions.

5. Give access to whichever teams will need to see and/or reply to comments in the queue. It is recommended to also give access to System Admins as well

6. ​

7. Make an equivalent Queue for Dark Comments, if desired.

1. Under Sprinklr Social, go to Engage > Engagement Dashboards > Create Dashboard

2. Go to Add Column > Workflow > Enhanced Partner Queues

3. Name your column, for example "Facebook Ad Comments"

4. Under Partner Queues, select the Ad Comments Queue made previously

5. Under Channel, select "Facebook"

6. Add additional filters as desired, for example [Post Type = Others Post] to only see fan comments

7. Save the Column and repeat for other channels as desired

8. The standard Ad Comment Moderation dashboard has columns for Facebook, Instagram, X/Twitter, LinkedIn & TikTok.

9. Make an equivalent Dashboard using the "Dark Comments" Queue if desired.

1. Go to All Settings > Manage Workspace > Custom Fields

2. Create a Picklist custom Field and call it "Paid Status" (or similar)

3. The Assets for the Field should be Message and, if you use Case level engagement, Case

4. The Values in the Field should be "Paid" and "Organic"

5. Assign a Category to the Field if desired (i.e. Message Source)

6. Ensure "Include as a part of Filtering / Faceting" is selected and Save

7. ​

Rule Setup

1. Go to Sprinklr Social > Triage > Manage Rules

2. Go to Customer > Inbound and Create New Rule

3. Name the Rule "Paid Status Detection" or similar and add a description if desired

4. Ideally select "Message Level Enrichment" as the Rule Batch

5. ​

   

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Rule Structure

Rule Element Details

Finally, save the Rule and Enable it.

Notes on the conditions:

• Is Sponsored: has the outbound post been detected as having spend behind it?

• Ad Message Types: certain types of inbound message can only come from ads

• Is Sponsored Post Conversation: checks if a message is a reply to a sponsored post

• Is Promotable Post Conversation: this is specific to X/Twitter dark post ads

• Is Dark Post Conversation: this is specific to Facebook PAC/LAC/LocAC ads

• Is Ad Conversation: this is specific to private messages responding to "Message" CTAs on click to messenger ads

1. Go to All Settings > Manage Workspace > Macros > Create Macro

2. Name the Macro "Paid Status Detection" or similar, and add a description if desired.

3. Under Actions, go to "Select Rules to Execute" and select the Paid Status Detection Rule just created

4. Note that the Rule will only be available to select if it is active

5. Save the Macro

6. This can now be used in Engagement Dashboards to retroactively tag messages as being from Paid or Organic posts based on the Rule conditions, and add them to the Ad Comments Queue.

7. 

1. Go to All Settings > Manage Workspace > Custom Fields

2. Create a Picklist custom Field and call it "Dark Status" (or similar)

3. The Assets for the Field should be Message and, if you use Case level engagement, Case

4. The Values in the Field should be "Dark" and "Published"

5. Assign a Category to the Field if desired (i.e. Message Source)

6. Ensure "Include as a part of Filtering / Faceting" is selected and Save the Field

Rule Setup

1. Go to Sprinklr Social > Triage > Manage Rules

2. Go to Customer > Inbound and Create New Rule

3. Name the Rule "Dark Status Detection" or similar and add a description if desired

4. Ideally select "Message Level Enrichment" as the Rule Batch

5. ​

   

​

Rule Structure

Rule Element Details

Finally, save the Rule and Enable it.

1. Go to All Settings > Manage Workspace > Macros > Create Macro

2. Name the Macro "Dark Status Detection" or similar, and add a description if desired.

3. Under Actions, go to "Select Rules to Execute" and select the Dark Status Detection Rule just created

4. Note that the Rule will only be available to select if it is active

5. Save the Macro

6. This can now be used in Engagement Dashboards to retroactively tag messages as being from Dark or Published posts based on the Rule conditions, and add them to the Ad Comments Queue

7. ​