Brand Embassy doesn't fetch older posts and their comments. However, if a user comments on an old post, all comments within that post are going to sync, flooding your account.
You can prevent this from happening by identifying these comments as soon as they come and closing them so they don't clog your agent's inboxes.
To start, you will need to create a trigger with a "Message created" event.
Now that we have defined our trigger event, we need to determine the conditions in which the trigger will act upon.
First, we need to determine the direction of the comments/cases we are targeting. To do that add the 'Message direction' condition and set it to inbound.
Then we want to define what is an old message. To do this add the "Message created time" condition, set it to "is older" and specify the time threshold. We recommend using one year (365 days).
Finally, make sure to add the "Included channels condition" and choose all of your public channels (eg. Facebook, Twitter, and Instagram).
Now we need to determine what the trigger will do once it has identified incoming old cases. To do that we need to add two jobs:
Change case status: Closed
Additionally, we recommend adding a tag to these cases so you can later identify them from other cases.
Add tag to message job
Now you only need to go back to the triggers section and add these jobs to your trigger. Once this is done, you may activate the trigger.
If a user decides to comment on a very old post, all old cases within that post will be closed immediately and your agents will only receive the new cases.