Chronology of mentions/replies on Facebook is often off

Hi ​@Philippe 

Welcome to the Community and thank you for your question.

This will be a useful article for you which may explain the issue you’re facing. In the mean time, I’ll speak with my colleagues and come back to you. Bear with me!

Hi ​@Philippe 

I was myself wondering; on Facebook you can tag users when responding to their specific comment, or just a Reply in general to the post. Is this where the issue when it comes to your agents replies appearing below the relevant comment?

Sharing a reply from my colleague in reference to my theory above

We recently introduced support for visual distinction of up to three comment levels in Engage.

Now you can distinguish if the comment is direct comment on the post, comment reply or reply of a comment reply. 

This replicates Facebook native behaviour where we also have distinction of second and third level comments.

Each of these three nesting levels are individually chronologically ordered -> that means we don't have flat ordering and mixture of second and third level comments.

Unconnected, I think, to the above, another colleague did some testing recently and noted numbered comments did not appear in Engage in the order they were left on Facebook - is this more like the issue you’re facing?

This could be because of synchronisation differences detailed in the Data Discrepancies article I linked above.

Let me know what you think. I am committed to figuring this out for you.. 

Hi ​@Ian Ferguson ,tnks for getting in touch. I’ll check with the team to gatter examples/specifics  and will get in touch with you asap.