Messenger

In this context Messenger campaigns can be created.

This way, the user can initialise and respond messages using the portal.


Create Campaign

  • Keep in mind that to activate Facebook Messenger you can NOT have Pop-ups blocked.

  • Whoever sets up the campaign must be an administrator of the page you want to associate.

 

Configuration

In order to correctly configure the following steps, first of all you must have an existing Facebook account.

If you do not have a Facebook page, go to Create Facebook Page section.

Basic Configuration

  • Name
    Messenger campaign's identification name.

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

  • Page Name
    Exactly the same name that have the facebook page 

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

  • Schedule
    Defines the specific time for the campaign, the default time is M to F from 09:00 to 18:00.

    • To add another schedule you must select the week days and hour time From and To in 24 hours format. After that press the '+' icon, our set is added to the list below and make click in Save button.

    • To delete a schedule just select it from the list and press the '-' icon and make click in Save button.

Remember that both to activate campaigns and for interactions to reach uContact from messenger, you must have a public IP in the External IP of the Configuration - Telephony section.


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.

After Hours
Define a message to show when the client try to start an interaction when the campaign it’s after hours

Enable
The system can have a non working Messenger 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.

Once the parameters have been entered, clicking on Save displays a window to activate the campaign.

Here we will continue, as long as the account indicated is Administrator of the page you want to associate.

As we continue, we will see a new message asking which of our pages we want to associate, and all those that the facebook user has available will be listed.

After pressing ‘Next’, we are given the permissions that are being requested to handle messenger.

Importantly, all permissions must be accepted for the integration to work properly.

After clicking on 'Done', Facebook will notify us in the following message that the connection was made.

Finally, after pressing 'OK', we will be shown a successful connection message that we can close.

At this time our Messenger campaign will be ready to receive interactions, just add the agents and start interacting!

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

Consider

If the 'ACTIVE TOKEN' icon appears in red, it means that the campaign is inactive.

This may occur every 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.

 

Members

In order to add or delete agents from a campaign, the user must follow the same steps of Add Members.

IMPORTANT

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



Agent

 

This is how the agent uses Messenger in the portal.

 

The agent will have on his Inbox the Messenger with which she/he started an interaction.

This message will unfold on the right side of this section, showing its history of conversation.

This one has as title the campaigns name from which it came and the name of the user that started the interaction. Above it, the beginning of the interaction will appear and the user should open it to be able to see the rest of it.

On top of the interaction will be detailed:

  • Campaign from where the message is coming from.

  • Facebook's username of the person that sent it.

 

Below you can see the box to write and the following buttons:

  • Canned Responses
    In Campaign Settings the user can add pre-design questions, this ones will appear in this list.

  • Attachments 
    The Agent can attach different types of files to the message.

  • Emojis
    A list will with emojis will unfold.

  • Send
    Will send the message the user wrote.


Supervisor

 

Monitoring

Here the statistics in real time are shown for Messenger campaigns.

 

Status Icon
Represents the status of an agent. 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 one's 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.

Active
Number of active interactions that the agent has open at the same time..

Time
Time of the last change agent status

User: Client's username

On Hold: Clients waiting time.

Recordings

Every Messenger 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, follow these steps to create one

  • Within the Facebook account, a box will appear in the upper right as shown in the image:



  • Go to Create - Page section, choose the type of page you want to create and write the required data.



  • Press Continue and it will give you the option to upload a Profile and Cover image.



  • After skip or upload the photos we will be shown our new page.