Facebook Chat

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This topic is part of the manual Agent Desktop Agent's Guide for version Current of Agent Desktop.

The Workspace Agent Desktop Chat channel enables you to exchange Facebook Messenger and Facebook Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Facebook to handle chat interactions from Facebook.

Important
  • Some Workspace Agent Desktop features are available only for Genesys Engage cloud users. For example, not all users see the Conversation and Communication tabs.
  • Some Workspace Agent Desktop features are available only for Genesys Engage on-premises users.
  • Due to continual changes to Agent Desktop, screenshots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.

To receive Facebook Messenger and Facebook Public chat interactions, set your status on the Chat channel to Ready.

Social Engagement with Facebook

Using Genesys Social Engagement on Facebook, you can monitor your business presence and identify and respond to online comments. Facebook Messenger direct messages, comments, and replies on your organization's Facebook page are monitored and automatically routed to agents across your organization who are using Workspace Agent Desktop. Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.

Handling contacts using Workspace Agent Desktop's Facebook channel improves Customer Experience by providing consistent CX across all channels. Genesys Social Engagement identifies the contact and matches them against customers already in the contact database. When a Facebook message, comment, or reply is directed to you, you have access to all previous interactions with the contact.

Facebook Messenger

When a contact clicks Send Message on your organization's Facebook page, they can use Facebook Messenger to send a message to your organization. Instead of having to use Facebook Messenger yourself to reply, the message is directed to you as a new Chat interaction in Workspace Agent Desktop. You handle it just like you would any other direct chat message with one of your contacts.

You handle a Facebook Messenger chat interaction the same way you would handle an asynchronous Chat.

GAPI 900 Facebook Messenger Asynchronous Chat Example.png

Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.

The Contact tab contains information about the contact including the Facebook actor name and ID. You can update the contact information and view the history of interactions with the contact.

If you have had previous chat/Facebook Messenger interactions with the contact, the full transcript is in the Conversation tab.

Conversation tab

The Conversation tab is displayed in the tab view of the Chat Interaction view.

GAPI 900 Facebook Messenger Chat Interaction Conversation Tab.png

The transcript of the chat is displayed both in the Transcript area and the Conversation tab. The Conversation tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.

The Conversation tab allows the following actions:

  • GAPI 900 Conversation Tab Emoji Button.png: Send an emoji to your contact.
  • GAPI 900 Conversation Tab Attach Button.png: Attach an image.
  • GAPI 900 Conversation Tab Send Button.png: Click to send messages you type in the Message Composition area.
  • GAPI 900 Conversation Tab Private Button.png: Filter messages to show Private type only.
  • GAPI 900 Conversation Tab Public Button.png: Filter messages to show Public type only.
  • GAPI 900 Communication Tab View Contacts Toggle Button.png: Toggle the display of the Contacts information area.

You can start other interactions, including Facebook direct (Facebook Messenger), Facebook public, and others by clicking one of these buttons on the right side of the Conversation tab:

GAPI 900 Facebook Conversation Tab Start Interaction Buttons.png

Tip

If either you or the contact end the session, you can keep the Chat interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as Done or keep the interaction view open while you perform other duties.

Keeping the interaction view active might affect your Ready status.

Communication tab

The Communication tab in the Connect group lets you continue Facebook Messenger chat conversations that you or others at your contact center have had with your organization's contacts.

After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the Communication tab and selecting their name from the contact list.

To continue the conversation, either type in the Write a Message field and click Send or click the Chat icon to open a new Chat interaction view. Your message is sent to the contact's Facebook Messenger account. The next time that they log in to Facebook they will see your message.

Important

In some environments, the Write a Message field is not available. To start a new interaction with the contact click the Chat icon and select a channel icon, such as Chat, Email, SMS, WhatsApp, Facebook, or Twitter.

GAPI 900 Facebook Conversation Tab Start Interaction Buttons.png

When the contact responds, you receive a notification on your desktop. To open the Communication tab of the Connect group, click Show. To open the chat in a new Chat interaction view if you must respond and continue the conversation, click the Chat icon .

The Communication tab has three areas, the Assigned Contacts area, the conversation transcript area, and the Contact information, channels, and notifications area.

  • Select a contact in the Assigned Contacts area to see the conversations that contact has had with your organization. If there is an unread message from one of your contacts, a number is displayed next to their name that indicates the number of unread messages.
    • Choose CHAT to see Web Chat, SMS, Facebook Messenger, and Twitter Direct Messages transcripts.
    • Choose SOCIAL MEDIA to see public Facebook messages and Twitter Tweets that involve your organization.
  • The conversation transcript area displays all the chat interactions that the selected contact has had with your organization.
  • The Contact information, channels, and notifications area contains the following views that you can use to start interactions and send notifications:
    • Contact information. A list of all available channels for the contact.
    • Default outbound channels. A list of the default channels for the contact.
    • Notifications. The set of notifications that you can send to the contact.

GAPI 900 Facebook Messenger Asynchronous Chat Communication Tab.png

The Communication tab allows the following actions:

  • GAPI 900 Conversation Tab Emoji Button.png: Send an emoji to your contact.
  • GAPI 900 Conversation Tab Attach Button.png: Attach an image.
  • GAPI 900 Conversation Tab Send Button.png: Click to send messages you type in the Message Composition area.
  • GAPI 900 Conversation Tab Private Button.png: Filter messages to show Private type only.
  • GAPI 900 Conversation Tab Public Button.png: Filter messages to show Public type only.
  • GAPI 900 Communication Tab View Contacts Toggle Button.png: Toggle the display of the Contacts information area.

You can start other interactions, including Facebook direct (Facebook Messenger), Facebook public, and others by clicking one of these buttons on the right side of the Communication tab:

GAPI 900 Facebook Conversation Tab Start Interaction Buttons.png

For information about using the Communication tab, refer to Chat.

Facebook Public

When a contact replies to a post or creates a new post on your organizations Facebook page, a new interaction is directed to you as a new Chat interaction. You handle it just like you would any other chat message with one of your contacts. Whatever you reply is posted on your organization's public Facebook page as a reply to the post from the contact. Remember, whatever you post will be seen by anyone who visits your organization's Facebook page, not just the contact.

You handle a Facebook Public interaction the same way you would handle an asynchronous Chat.

GAPI 900 Facebook Public Asynchronous Chat Example.png

Read the messages from your contact in the Conversation tab. To reply to your contact, type your messages in the Write a message... field in the Conversation tab.

GAPI 900 Facebook Public Conversation Tab.png

The Contact tab contains information about the contact including the Facebook actor name and ID. You can update the contact information and view the history of interactions with the contact.

If you have had previous chat/Facebook Public interactions with the contact, the full transcript is in the Conversation tab and in the Communication tab.

The Communication and Conversation tabs allow the following actions:

  • GAPI 900 Conversation Tab Emoji Button.png: Send an emoji to your contact.
  • GAPI 900 Conversation Tab Attach Button.png: Attach an image.
  • GAPI 900 Conversation Tab Send Button.png: Click to send messages you type in the Message Composition area.
  • GAPI 900 Conversation Tab Private Button.png: Filter messages to show Private type only.
  • GAPI 900 Conversation Tab Public Button.png: Filter messages to show Public type only.
  • GAPI 900 Communication Tab View Contacts Toggle Button.png: Toggle the display of the Contacts information area.

What next?

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