Keep in mind
Facebook campaigns configuration
In order to apply the following steps to associate the Facebook account in uContact, first of all there must be a Facebook page created for the Facebook account in question.
If you do not have a Facebook page, go to the Create Facebook page section.
Facebook campaign's name.
Is the calls percentage that were attended by the agent before a stipulated time.
Name of the facebook page, exactly same.
Is the behavior that the campaign will have. To know more about each option, please visit Strategies
Time frame in which the campaign will be available.
To add schedules, the days of the week and schedules From and To are selected in 24-hour format. Then we press '+', our schedule is loaded to the list and we click Save.
To remove a schedule we simply select it from the list, press the '-' button and click Save.
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.
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.
To add or remove agents from campaigns, the user must follow the same steps mentioned in the Omnichannel - Members section.
Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.
This is how the agent uses Facebook in the portal.
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:
Below you can see the box to write the message (response that the agent will send) and the following buttons:
Lets you reply to wall posts with private Messenger messages.
To use Message it is necessary to have created a messenger campaign for the same page under the same name.
By clicking on Message displays a box like the following.
Here you will see the campaign for which the message begins and a text box to compose the message
Clicking on the start interaction button will open a Messenger interaction.
Facebook campaigns monitoring
Users with a supervisor profile will be able to see real-time statistics of Facebook campaigns.
To access the campaign statistics panel, you must access it through the uContact side menu in the Supervisor-> Campaigns-> Social Networks section and select the Facebook tab in the upper right corner of the screen:
This section shows:
It shows the data of Facebook clients that are waiting to be served by a system agent.
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.
Every facebook interaction gets to be saved in the system, you can see them here filtering by date, campaign and user.
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.
Create Facebook Page
If you do not have a Facebook page, it is necessary to follow the following steps to create it: