When you see an Inbox item (usually a Facebook message type) that comes from an "Anonymous User", this means that the respective integration, i.e. Facebook, was not able to provide us with the reviewer's personal information. When that happens, we have a system in place to display "Anonymous User" instead of leaving the author blank.
Why does this happen?
This is due to the fact that users on social media accounts, like Facebook or Instagram, can set their own privacy settings. Privacy settings can vary from user to user. In this case, it is likely that the recommendations showing up as coming from an "Anonymous User" was published from an account with strict privacy settings that does not give permission to Facebook to share their personal information with third-party applications like AreTheyHappy or Hootesuite etc.
What can I do?
There's a solution. 👍 All you need to do is click on the body of the text (see red arrow below), and we will redirect you to Facebook and the original message (a new tab opens where you can reply, respond, delete and edit to your heart's content).
⚠️ The only catch is that you need to be logged into the Facebook company page and be allowed to manage it, i.e. you need to be either be an owner, editor or a moderator of that page. (See FB user permissions below. ) If you are logged in on your personal capacity, you will need to log out and log back in with the company Facebook page credentials.
Facebook User Types
You'll need to be a Facebook admin to manage roles for your Page. https://www.facebook.com/business/help/187316341316631
If you have questions, concerns or suggestions, please do not hesitate to reach out to us via email at [email protected] or by clicking the Intercom support chat box on the lower right side of your screen. 🙌We really appreciate our AreTheyHappy community, as well as your ongoing feedback! ️🚀
For more tips check out the following articles:
Saving Common Responses with Quick Replies