Data Explained | Why do Facebook posts with comments show zero comments in the dataset?

Have you seen comments on your Facebook posts that are not returning comment counts in your data? This difference is caused by insufficient permissions to the page that owns the post. 

How does my connection have permission to the post but not the comments? 

If a post is generated on another page and then shared to the Page the dataset is associated with, the comment may not return in your data. To retrieve comments, the post must belong to a page to which the authenticating user has management permission. 

How do I fix this?

Ensure that the authenticating Facebook user has a manager role on the page that owns the Posts in addition to the page on which the post is displayed. Then reconnect and refresh the dataset in the ChannelMix Control Center (see Dataset Refresh for instructions). 

What If I followed these steps and the comment count still isn’t coming through? 

In this case, the user can either directly open a Facebook Bug ticket with the Post ID in question, or Channelmix can open that bug ticket on the user's behalf, upon request in a Zendesk Support Ticket.