Messenger entry points: Set up how conversations startīrands and consumers can begin interacting over Facebook Messenger through multiple entry points, here are are some of the ways conversations can start: Each consumer message originating from the direct or public channel (depending on the toggles) for each page you connected will generate a conversation in the Conversational Cloud. Offline response: lets customers know you are offline but will respond soon e.g. Hi, we’re away right now but we’ll get back to you shortly.ġ0.) Turn on or off settings under the Configurations section as preferred.ġ1.) Click Done to exit configuration.Response time: displays SLAs you can customize yourself e.g. Typically replies within an hour.Response assistant: allows you to send custom instant replies to anyone who messages your page.Greeting: sends a response the first time a consumer opens a conversation with your brand on messenger.Under Facebook's page settings for messaging, brands can use the following features: Content moderation - Brands can allow agents to like, delete, hide and unhide public consumer messages and delete agent (brand) messages on brand posts from the Agent Workspace.New social widget for Facebook - The new widget provides context of the parent post as well as the comment, both of which are linked to and can be directly opened in the native platform.Multiple images in direct messages - Customers can share multiple images via direct messages.Dark posts - Messages on promoted posts that do not appear on the brand’s page create conversations that are supported just like regular messages on Conversational Cloud.Post Conversation Survey - Gather feedback from consumers and measure their success across the direct messaging channel with the Post Conversation Survey.Auto messages - Send predefined messages about events that occur automatically in the conversation. Secure forms - Secure forms allow brands to perform identification and authorization, share PII information to generate leads or to perform a registration process during a conversation in a PCI compliant environment.In-depth reporting - Track and report on all Facebook Messenger interactions with detailed performance metrics within Liveperson’s platform.Bots can then offer service and sales assistance to customers, with seamless transition to a human agent when required. Simple bot integrations - Brands can plug their own bots into Facebook Messenger. The agent also benefits from knowing when the consumer receives the message.
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