Crescender Lab
Created Jan 23, 2024Tutorials｜CAAC Omnichannel - Facebook Messenger
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Introduction
︎Crescendo Lab is always seeking for optimization for our products. Therefore, we believe that with the features for omnichannels, we can provide the better solutions for our clients! From now on, you can manage the conversations from your LINE OA and FB pages on CAAC.
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Advantages
Streamlined Communication
Simplify management and reducing the need to switch between apps.
Improved Response Times
Quicker replies, enhancing customer service efficiency.
Efficient Workflow Management
Better organization of messages, easier delegation of responses to team members, and streamlined tracking of ongoing conversations.
Consistency in Responses
Easier to maintain a uniform tone and quality of responses.
Limitations:
Customers won't see the agent's image and name on Facebook
QR code assignment is not possible on Facebook. Manual and auto-assignment are available.
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Setting Channels
Please be aware the user needs to have the permissions of below roles:
- CAAC : Owner or Primary Admin
- Facebook Fan Page : Admin
Click on CAAC Settings
Click on Organization settings
Click on Channels
Click on Add channel
Click on Facebook Messenger and Continue
After connecting, you can see the channels connected
If CAAC couldn't receive Messages from Facebook Messenger, please follow the checking steps：
CAAC x Facebook Messenger_Fan page setting checking steps
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Conversations
Omnichannel conversations
User can use channel filter to filter conversation’s source channel. Default is all channels
There is a channel icon besides contact’s avatar to indicate the conversation source channel.
Supported attachments types following FB’s policy
Image (25MB): png, jpg, jpeg, gif
Video (25MB): mp4, mov, m4a
File (25MB): ppt, pptx, pdf, csv, xls, xlsx, doc, docx
Facebook Messenger Reply templates
Since the API limitation, we only support text content for FB templates
Each template can contain up to 5 bubbles with < 2000 characters each
When creating templates: choose the target channel and follow existing flow to create templates
Inbox notification according to Facebook message policy:
Within 24 hours of a person’s message: this is the standard messaging window which allows user to send messages contain promotional content
between 24H - 7 days: human agent can still reply to the message but not allowed to contain promotional content.
Please notice that if users didn’t follow the policy, the permission of message sent after 24 hours might be temporarily or permanently suspended by Facebook officials. In more serious cases, the Fan page may be suspended.
After 7 days: not allowed to reply anymore.
Example for 24 hours chat window
Example for after 24 hours chat window
Example for 48 hours left chat window
Example for after 7 days chat window
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Token extension
If FB data access token will expire at 90 days if the user didn’t send message through the connected channel.
User can see an “Connection expired” icon in the channel list, please click it and go to the channel setting page to extend the token
If there is a ⚠️ shows "Connection expired"
Go to settings > Channels > FB channel > pencil icon
Click "Reauthorize"
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Channel disconnection
Users can disconnect a FB channel through channel setting page
After disconnection, users can’t receive or reply messages through the channel. (old conversations and contacts will keep in the system)
Each Facebook fan page can ONLY be integrated with ONE CAAC organization (including disconnected status). If you want to move the FB fan page connection to another CAAC organization, please contact Crescendo Lab for help.
Go to settings > Channels > FB channel > pencil icon
Click "Disconnect"
