AI for writing, AI for movies, AI for photoshop, AI for what feels like practically everything right now. There have been hit pieces, fluff articles, and everything in between spoken in regards to this new technological boon. Personally? I fall more into the camp of AI being a tool first and foremost. I don’t see it as a device as inherently heinous. I think that falls more into the hands of how people use it, and I don’t just mean those of us testing out these new features. I’m referring more so to the corporations behind them. Now I don’t want to go too far down that rabbit hole because the line between plausible and conspiratory blurs much faster than we think possible.
Still, just this past evening, I had an exchange that leaves me questioning – “Why lie about it?”
Now, for the record, I do not have proof of my suspicions. What I am about to relay is merely speculatory and assumption based. Feel free to draw your own conclusions.
On my Facebook business page I have it currently set to where I release a new post almost every day each week. I have been able to keep this schedule without losing my sanity because I implemented their scheduling feature that would allow you to prep posts for up to 75 days in advance. This evening when I went into my Business Suite to manage a new post I realized I would need to push some upcoming posts back to make room for it. When I went to move these things around I suddenly realized I could not post anything farther back than a 30 day period.
It was possible I had missed an announcement from Facebook stating this was the new norm, but I didn’t know for sure so I contacted their customer service section. The thing to know about the behind the scenes of Facebook and their business section is that the software is often quite the disaster. Things break all over the place. And for the last few years I have worked with them, there had never been an actual way to contact any human being for help.
So matter what link you clicked on, what site you searched for, what hoop you jumped through you would be pointed back to a web article instead. Now Facebook isn’t the only large social media platform to do this. YouTube also has no place to request help on the backend of things (unless you are in their partner program), and as far as I’m aware there have been similar issues with TikTok as well. I’ve just come to expect I am not going to get much individual help with these things.
Yet, lo and behold! When I clicked on the help section I discovered that Facebook had now implemented a help chat feature! I input my information (which weirdly includes the need to type in your phone number – that was a first for me, usually it’ll just hook into your email?), included some screenshots showing my issue, and then am told I have to wait five minutes for a response. It surprisingly took less time then that, but that was about the only thing that went well in the exchange.
I took screenshots of the interaction and sent it to friends and family to get their opinion on the matter, and they agreed that the course the “conversation” took sounded very much like I was speaking with an AI chatbot and not an actual human.
I have typed up the discourse for you here to let you decide for yourself, was I speaking with a bot or was it just someone really not good at their job?
Hi Tiffany, We’re here to help. Tell our automated bot what’s happening.
Meta Business Support
It sounds like you need help with this topic. Did we get that right?
I want to edit a post from my Page
Yes
No
Me: Yes
Meta Business Support: To edit a post that you’ve shared from your Page: 1. Go to the post. 2. Click * in the top right and select Edit post. 3. Edit your post and click Save.
Next steps:
Chat with agent
End session
Me: Chat with agent
Meta Business Support: OK, we’re transferring you to an agent who can help.
A Meta representative will join you shortly. Data from and about this chat will be processed in accordance with our Data Policy and will be accessible to Meta employees and our support team. We’ll use this data to assist you and improve things like customer support and automated assistance.
D— has joined the conversation.
Meta Business Support: Hi Tiffany. My name is D—. Thank you for contacting Meta Support Pro! Your case ID is 2—————. I will be happy to assist you. (sent at 8:49pm)
[I wait for them to initiate the conversation further but no response]
Me: Hello
Me: Are you still there? (sent at 8:52)
Meta Business Support: Thank you for confirming and highlighting the matter here. I can relate with your situation and I also know that this is important for you and for your business as well. We value your time and business, you are doing with us. Rest assured, I will try and help you within the best of my abilities.
Me: Thank you
Meta Business Support: Just to confirm are you scheduling post directly from the Business Manager ?
Me: From the Business Suite
Meta Business Support: Is the post is for the Facebook or on the Instagram ?
Me: For Facebook
Meta Business Support: Thank you for providing the information, would it be fine if I place the chat on hold for 3-5 minutes as I will have to investigate further the issue?
Me: Yes that is fine
(four minutes later – so not bad)
Meta Business Support: Thank you for your patience, Tiffany.
Me: You’re welcome
Meta Business Support: I have checked the details and I don’t see any issue with the post or with the Account.
Me: Did you see the screenshot? I can no longer schedule posts beyond July 14th
(slightly annoyed here because they clearly bypassed the information I put in as to what was the error, but did my best to keep calm and be patient with them)
Meta Business Support: Can you please try to create the post again and schedule it gaian. *again.
(here the spelling issues made me wonder if it was a person where English was their second language – but I’ve also seen where AI can now mimic speech errors too)
Me: I’m trying to get the post to schedule further back than July 14th – but I can’t because the calendar is grayed out and won’t allow me to select anything beyond that date.
Meta Business Support: Please try to clear your bowser caches and cookies of the browser and continue.
Me: Ok, I will, but I’m having this problem on both my desktop and on my mobile device
Meta Business Support: Can you please share the Facebook page URL.
Me: for the business suite page? (notice they didn’t confirm if their first “fix” took – it didn’t, but I didn’t even have the chance to tell them.)
Me: (sent url – but not linking here just in case of security issues 😅)
Meta Business Support: I just want to inform you that currently you cannot schedule your post for beyond 1 mont. *Month.
Me: Is there a reason for this change? It used to let me do up to almost 3?
Meta Business Support: Yes, since the process is a dynamic the interface keeps on changing. The session calendar currently is being limited to 1 month now.
(because that *totally* answered my question, but oh well)
Me: Do you know if it will ever go back to the 3 month session?
Meta Business Support: You can schedule posts on Facebook and Instagram using Facebook’s Creator Studio You will be able to get the option over there to schedule it before 75 days.
Me: So I have to go through the creator studio in order to implement the longer calendar session from here on out? Is that correct?
Meta Business Support: Alternative ways to schedule your Facebook page posts: Use Creator Studio
(again ignores my question)
Me: I don’t see the Creator Studio listed under the Professional dashboard?
Meta Business Support: So I have to go through the creator studio in order to implement the longer calendar session from here on out? Is that correct? Yes, from the May onwards the scheduling post greater then 30 days have been directly redirected through the Facebook creator studio.
Save, schedule and backdate posts in Creator Studio : https://www.facebook.com/business/help/2223502627919449
Here is the full details on how you can schedule your post from the creator studio
(ignores that I can’t find the Studio)
Meta Business Support: How to schedule posts in Creator Studio To determine a future date and time when you want to publish your post, click the arrow next to Publish, then click Schedule post. Then select the preferred time and click Schedule post. You can access all of your scheduled posts in the Scheduled tab in the Pre-published tab. To reschedule a previously scheduled post: 1. Go to the Pre-published tab. 2. Click Scheduled. 3. Find the post you want to reschedule and hover over it. 4. Click Reschedule. If that button is not available, click dropdown button, then select Reschedule.
Me: (I follow the link only to discover that the link itself is pointing to there no longer being a Creative Studio section) It states at the very top: Creator Studio tools have moved to Meta Business Suite. You still have access to many of the same features to create, manage and monetize your content on Facebook and Instagram all in one place. Your content and data automatically transferred when you moved to Meta Business Suite.
Me: I am looking but I don’t see a section anywhere labeled as “Creator Studio”
(keeps ignoring my inquires)
Meta Business Support: Yes, but only for some features.
Me: I still don’t see anything labeled as Creator Studio – where is it located
Meta Business Support: Please follow the details steps as mentioned : https://www.facebook.com/business/learn/lessons/meta-business-suite-planner
(Follow link to discover it is now a how to use the “business suite” which is going back to the original program they initially told me no longer had the 75 days functionality)
Me: Nothing is showing up as the Creator Studio – I have looked through the professional dashboard, I have looked throughout the whole of the Meta Business Suite. – Looking through your link it still does not show where Creator Studio is
(I am now feeling more like these are automated responses and not an actual person, hoping the highlight of the specific point will get it back on track -or that if they are just a person really bad at their job the bold font will bring their focus back)
Me: why will you not answer me as to where is Creator Studio located
(wait a moment but no reply)
Me: You say it is different from the Meta Business Suite and then you give me a link that shows me how to use the Meta Business Suite to post
Meta Business Support: Creator Studio tools have moved to Meta Business Suite (https://business.facebook.com/). You still have access to many of the same features to create, manage and monetize your content all in one place. With Meta Business Suite, you can save time with simplified tools that help you connect with your audience and track your performance on both Facebook and Instagram.
Me: (and here I lose my cool)
Oh my goodness, you have got to be kidding me! Are you even reading through the messages I’m sending you??? I literally posted that exact message above only a few statements ago! YOU claimed I could go through Creator Studio – I told you I couldn’t find it, then YOU stated that I “just needed to follow these steps” – I asked WHERE IS CREATOR STUDIO – and YOU then gave me a link to go through META BUSINESS SUITE Which is where I’m having the problem in the first place. At this point it’s starting to feel like I’m not actually speaking with a person who is comprehending this conversation but rather ChatGPT
(and yes, I partially threw in the ChatGPT thing to see if they were a real person and would acknowledge my frustration at all – but they, or “it”, completely ignores my message)
Meta Business Support: I Hope the above mentioned information is clear to you, would there be anything else that I may assist you with for today?
Me: If the 75 day window for posting is no longer available and will not be available again then just say that. Do not give me run around pretending there is another way to do it when it is no longer accessible. I would be fine if you just told me that.
(still trying to entertain the possibility that this is just a person with poor English skills but also not willing to let them off the hook for the complete dismissal just in case)
Meta Business Support: If you are scheduling other post are you getting the option for more then 30 days ?
Me: (feeling like I’m back at square one, but still trying)
No I am not, I had been just last week or so, that is why I was surprised by this sudden change. Again I asked before if the beyond the 30 day option would return, but you never responded to that – you told me to use creator studio, which is no longer a thing.
Me: I tried just now and I cannot schedule anything beyond the 30 day window
Meta Business Support : Thanks for the confirmation, as per the new updates the timeline has been reduced to 30 days now.
(I have now given up all hope)
Me:…..are you a chatbot?
Me: this conversation sounds very much like a chatbot
Meta Business Support: No.
(exactly what a chatbot would say 😒…🤣)
Me: Then why the runaround?
Meta Business Support: Also if you have any doubts I will be getting in touch with you on [shows my phone number] I really appreciate your patience and thank you for your cooperation throughout the conversation. Thank you for contacting Meta Support pro. Hope you have a great day ahead. We wish you and your business well, Stay safe and take care!
The chat session has ended.
D– has left the conversation.
(This concluded so quickly I didn’t even have a chance to respond to “their” last messages – felt like “they” were trying to shut things down)
Oooo I was so annoyed by the end of this “conversation.” Now there are some possibilities as to what went down here (which I can see better now that I’ve calmed down). 1.) These were automated responses by an AI bot that is coded to appear human-like. 2.) This is a person with either very bad English skills, or is just simply someone really bad at their job. 3.) It is a person but instead of actually messaging anything they are simply imputing in a given script.
It just feels very “machine-like” to me, and in that case if it is just the same automated bot but with a strong AI programing, then why lie about it? Why pretend it’s an actual person? Why not just keep it as an AI bot, at least that way I could better put to use my search engine skills and work on better ways to form my questions so that it could field proper responses.
Now, while some people will say Facebook is dead and that all people should abandon it for its “less than pleasant” history, I still use the platform quite a bit to connect with readers and writers alike. Would I like to move away from the platform because of all the ick attached to it? Yes. But again, it is currently my best avenue for reaching people, and as it now stands if I were to leave it, it would bring a lot of things crashing down.
So even though there are plenty of issues with the platform (can’t tell you the amount of errors I face daily while trying to fight through their business side of things), I also know that it still is within my best interest to stick things out until some hopeful future point where I won’t have to anymore.
But in the end I’m curious, what do you guys think about all of this?