Facebook

In the Social Networks section we can find Facebook integrated to the uContact platform.

This section describes the process of creating, configuring and monitoring campaigns.
You will also see how agents interact with Facebook.


Facebook administration

Keep in mind

  • To activate Facebook it is necessary to allow pop-up windows from the web browser. This will allow the creation process to continue smoothly.

  • The user who configures the Facebook campaign in uContact, must be logged in as administrator of the page that they want to associate.

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.

Basic configuration

Name
Facebook campaign's name.

Service Level
Is the calls percentage that were attended by the agent before a stipulated time.

Page Name
Name of the facebook page, exactly same.

Strategy
Is the behavior that the campaign will have. To know more about each option, please visit Strategies

Schedule
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.

Importantly, ALL permissions shown in this step must be enabled and accepted for the integration to work properly.

 

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.

To see the status of the campaign, it is recommended to click on the refresh icon in the upper right corner of the campaign table.

 

To consider

In case the 'ACTIVE TOKEN' icon appears in red it means that the campaign is inactive.

This can happen every a certain time stipulated by Facebook based on its security policies.

To activate it again, we select the campaign and press the 'Activate with Facebook' button in the lower left corner of the configuration screen, after that we will follow the activation steps again.

Advanced configuration

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

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.


Facebook agent

This is how the agent uses Facebook in the portal.

Facebook wall

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.

Each comment on the post will have a button to reply to it via messenger, for this you must have configured, for the same page, Facebook and Messenger campaign.

When an agent responds to a comment via Messenger, a new interaction will be opened for this channel and they will start talking directly with the client.

The name of the responding agent will be saved in the comment.

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.

Messenger Response

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.

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 Supervisor

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:

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.

Facebook recordings

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:

  • 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.