I can't seem to acquire Private Messages

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Posted on by SimonSeez

Hello,

Hope you are doing great?

I have enabled acquisition or private messages but I still don't see them. I checked under Social Profiles and saw this message "The acquisition of private messages is allowed, but the acquisition isn't active in Search Setup"

Does anyone have a guide as to how I can achieve this? There is little content that speaks to Private Messages here : https://docs.microsoft.com/en-us/dynamics365/customer-engagement/social-engagement/work-with-posts

Best Regards,

Simon

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HamletDRC on at

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Hi Simon,

You need to set up a search rule.

Easiest way to add private message rule is to click the "Create Private Message Rule" button on the social profile:

More here: docs.microsoft.com/.../set-up-searches

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SimonSeez 40 on at

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Thank you very much Hamlet.

I have done this as advised. My private messages pane is still blank. I am assuming it would take some time to donwload messages right?

Best Regards,

Simon

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HamletDRC on at

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So we do not acquire messages from the past (for example, MSE will not show you messages from before you configured your search topic). Otherwise, if you have a new message sitting in your Facebook Inbox then it should get picked up within 15 minutes. Certainly within the hour at absolute worst.

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SimonSeez 40 on at

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Hello Hamlet,

Thank you very much. This absolutely worked.

Appreciate.

Best wishes,

Simon

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HamletDRC on at

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Hi Simon,

You need to create a search query to collect the messages.

Go to Search Setup -> Click "Add Search Topic" button (a big + sign on the right) -> Click "Add Rule" button (a + sign) -> Select "Private message rule"...

Documentation: docs.microsoft.com/.../set-up-searches

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