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How to set up the Facebook Reviews integration with CaptiFi
Follow the steps below to send guests who rate their visit highly to your Facebook Page to write a review. How the requests themselves behave (the delay, the star rule, text messages, the 90-day rule and what you receive) is covered on the Reviews page.
Time needed: about 5 minutes.
What this integration does
- A guest signs in to your WiFi through your splash page and gives marketing consent
- After the delay you set in Ask after, CaptiFi asks them to rate their visit
- A rating at or above your Minimum stars for a public review sends them to your Facebook Page's reviews, on its own or as one button on the choice page, depending on Happy guests review on
- A lower rating opens the private feedback form, which still shows your public review links
Facebook is a destination only. Meta no longer lets other tools read a Page's reviews, so your Facebook reviews cannot be pulled into the Review Inbox. Read and reply to them on Facebook, as you do now.
There is nothing to pay. A Facebook Page is free, and CaptiFi needs no Facebook account connection or API key, only the link to the Page's reviews.
Before you start
- A Facebook Page for your venue with reviews switched on in the Page's settings
- A CaptiFi plan that includes review requests (Essentials or above; not on Lite)
- Review requests set up for the venue, with a splash page that collects an email address. The Google Reviews setup guide covers that
Part 1: Copy the link to your Page's reviews
Step 1: Open the Reviews tab on your Page
Log in to Facebook, open your Page and click its Reviews tab. The address in your browser now ends in /reviews, for example https://www.facebook.com/TheAnchorPub/reviews. Copy the whole address.
Use your business Page's address
The link has to point at your business Page on facebook.com or fb.com. A personal profile has no reviews tab, and a link to a post or a photo sends guests to the wrong place.
Part 2: Paste it in CaptiFi
Step 2: Open the Facebook Reviews card
Log in to my.captifi.io and click Integrations in the left sidebar. Find the Facebook Reviews card and click Configure (it reads Manage once the card is connected).
Step 3: Pick the venue
Each venue has its own link and its own destination setting, so choose the venue you are setting up.
Step 4: Paste the link into Facebook review URL
Paste the address from Step 1 into Facebook review URL. CaptiFi accepts links on facebook.com, www.facebook.com, m.facebook.com and fb.com.
Step 5: Choose where happy guests go
Under Happy guests review on, pick Facebook only to send every guest who meets your minimum to Facebook, or Let the guest choose to show a button for every platform you have set up. This is the same setting shown on your other review cards and on the Review requests tab; there is one per venue. Whichever you choose, the private feedback form lists every public link you have saved.
Step 6: Save
Click Save. The Enabled switch on this card is the venue's review requests switch, the same one as on the Google Reviews card and the Review requests tab, so leave it on. Switching it off here pauses every review request for the venue.
Step 7: Send yourself a test
Open Reviews in the sidebar, go to the Review requests tab and click Send test email. Rate 4 or 5 stars and confirm you land on your Page's reviews. With Let the guest choose, a Review us on Facebook button appears on the choice page alongside your other platforms.
Troubleshooting
The link is refused when you save: the link is not on facebook.com, www.facebook.com, m.facebook.com or fb.com. Copy it again from the address bar on your Page's Reviews tab.
Guests land on the Page but cannot leave a review: reviews are switched off in the Page's settings, or the guest is not logged in to Facebook. Facebook only shows the review box to logged-in users.
My Facebook reviews are not in the Review Inbox: expected. Meta no longer lets other tools read a Page's reviews, so the inbox covers your other platforms and Facebook reviews stay on Facebook.
Texts stopped after I changed the links: removing a venue's last review link switches the text channel off and the dashboard shows a notice. Add a link back and tick Also ask by text message again.