Twitter DM and Facebook post image attachments and all links display gray page icon
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Twitter DM and Facebook post image attachments and all links display gray page icon

Marketing Cloud Social Studio

Last updated 19 days ago ·Reference W-9118220 ·Reported By 6 users

In Review

Summary
When using Lightning in Social Customer Service, users are seeing an additional grey file image when there is an attachment or image added to a Facebook post or Twitter DMs.

Repro
1. On Facebook, create a new post containing a link or images.
2. Wait for the post to be ingested to Social Studio
3. Using a macro or automate, push this post to Salesforce
4. In Salesforce, using Lightning, observe that a file preview was added to the Case and to the Social post record.
5. Switch to Classic and you'll observe that no file preview will be added; only the link will be displayed.
Now, repeat steps 1 - 5, but instead of Facebook, publish the post to Twitter.

Workaround
No such additional grey file image displays in Salesforce using the Classic interface, rather than Lightning.

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