![]() ![]() The customer replies back and is followed up by Olivia, a second staff agent. The first staff agent, Chris, replied to the customer first. ![]() In the example Messenger conversation below, the customer asked for help regarding her account. When this setting is enabled, each staff member (regardless of whether or not they’re associated with your actual Facebook Page or Facebook Messenger), will be replying to the customer as himself or herself. To enable Facebook Messenger personas, go to Re:amaze Settings > Social Channels > click on your Facebook Messenger integration > and enable personas. This enhances your team’s capabilities when using Facebook Messenger as a customer support channel, offering more individualization and team collaboration. You can reply to Facebook Messenger messages using your own Re:amaze identity (or individual staff member’s Re:amaze identity) rather than the Page’s identity. Replying to Facebook Messenger Using Individual Staff Personas You still have all the standard conversation controls such as archive, assign/reassign, remind, workflows, etc. Forward the conversation to a 3rd party.Leave an internal note for your teammates.Depending on the post type, you'll be able to "Like" or even "Ban" a user.Reply to a specific message by clicking on the small "Reply" link underneath each specific message.Reply to a Messenger message in real time.Reply to a customer's wall post comment via Messenger (30 day expiration limit).Reply to the conversation as a whole via a wall post reply.When a conversation is open, you can do the following: You'll see the origin of the message within each conversations meta data: Facebook messages (both comments and private messages) are imported into Re:amaze in chronological order. Simply open a Facebook conversation or navigate directly to your Facebook channel filter. That said, most message exchanges are near real time. This is due to the way the Facebook API works and the many restrictions it has. Responses back and forth is near instant but you should expect slightly more lag compared to responding natively on Facebook. You can easily converse with your Facebook customers through the Re:amaze dashboard. ![]() To enable these icons, check the options for "Show Facebook icon in Embeddables" and "Show Facebook Messenger icon in Embeddables". When your Facebook Page and Facebook Messenger account is connected you have the option of displaying their respective icons directly on Re:amaze Chat.
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