Keep in mindRicorda!

• Per attivare Facebook è necessario consentire l’apertura delle finestre pop-up dal browser web. Ciò consentirà al processo di creazione di continuare senza intoppi.

• L'utente che configura la campagna Facebook in uContact, deve essere loggato come amministratore della pagina che vuole associare.

After entering the parameters for creating the Facebook campaign in uContact, pressing the "Save" button presents a pop-up window to activate it in the system

The user must press "Continue" as long as the user related to the Facebook account in question has administration permissions for the page that you want to associate.

By continuing, the user will be asked to choose an available page from the list for the Facebook account, which of these is required to associate with the uContact campaign.

After pressing the "Next" button, the necessary permissions must be enabled to manage the Facebook account.

After clicking "Done", Facebook will visually notify on the next screen that the connection was successful.

Finally, after pressing the "Accept" button, an image will be displayed that confirms the successful activation of the Facebook page in the corresponding campaign, which must be closed to finish the process.

The Facebook campaign will be ready in uContact to receive interactions. It only remains to add the agents who will be members of the campaign, so that they begin to process the interactions that customers make on the page.

Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds) .

• Service Level : The time limit for response expected chats by an agent.    

• Dropout rate : It is the time of chats to consider that they were abandoned by customers during the day time.

• Time chat : Time to consider the agent-customer chat reached the limit.

• ACD : Maximum number of customers who are waiting to be answered by an agent chat.

Maximum Interactions per Agent: Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

Enable: The system can have a non working Facebook campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.

Canned-Responses: Pre designed responses can be added in this section, this ones will appear in a list when the Agent has an interaction with a client. With the + and - buttons, responses can be added or deleted from the table.

Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.

The agent will have in his inbox the facebook post with which the interaction begins.

It will be titled with the name of the campaign through which the interaction entered and the name of the page to which it was sent.

The agent must open (select from the list) the interaction from the list of interactions located to the left of the unified inbox in order to view the full post.

At the top of the interaction is detailed:

• The campaign for which the message is entered.

• The name of the Facebook user to which the comment belongs.

Below you can see the box to write the message (response that the agent will send) and the following buttons:

• Canned Responses
  In the campaign configuration, pre-defined responses can be added, which will appear in this section so that the agent can use them directly.

• Attachment
  The Agent may attach different types of files to the message.

• Emojis
  A list of emojis will be displayed to add to the messages.

• Send
  It will send the written message to the client.

To use Message it is necessary to have created a messenger campaign for the same page.

This section shows:

Icon
Icon Agent Status . Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear .

Channel Status
If the agent has an interaction opened, the logo of this one will appear in this column. If the agent is attending more than one type of interaction, this ones will appear next to each other.

Status
Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break ( still break any available ) .

Agent
Name agents members of the campaign.

Completed
Number of messages completed by agent.

Time
Time of the last change agent status

It shows the data of Facebook clients that are waiting to be served by a system agent.
The specific information of the clients is:

Number
Client's telephone number

On Hold
Client's waiting time.

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

Spy: Supervisor can view in real time the messages exchanged between agent-client.

Info: Shows the agent information.

Pause: Supervisor can pause the agent status.

Logout agent: Supervisor can log out the agent's account.

On the top right corner where the messages unfold, there will be this icon.

It works as a refresh, so if the interaction is active, every new message will load here in real time.

If you do not have a Facebook page, it is necessary to follow the following steps to create it:

• Inside the Facebook account, in the upper right, a box like the one shown in the image below will be displayed:

  

• Enter the Create - Page section and choose the type of page you want to create and complete the required information.

  

• After pressing “continue”, the option to upload a profile and cover image will be presented.

  

• After omitting or loading the photos requested by the configuration, the new page created will be displayed.