HELP FILE

Set up a Facebook Messenger account

Connect your Facebook account to Bold360 so you can manage incoming Facebook Messenger conversations.

Note: This feature is only available for Bold360 Plus and Bold360 ai subscribers.

As with chat functionality, the Facebook Messenger service supports department based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming requests.

  1. At admin.bold360.com, go to Channels > Messaging > Automatic Distribution and make sure that Enable automatic distribution is selected.
    Remember: You need Access Automatic Messaging Distribution Settings permission to see this page.
  2. Create or edit a Facebook Messenger account, as follows:
    1. Go to Channels > Messaging > Facebook Messenger. The Facebook Messenger Accounts window is displayed.
    2. On the Facebook Messenger Accounts page, select an existing account or click Create New.
  3. Name the account. You have the following options:
    • Choose a Department, which is associated with your Facebook Messenger account. Agents must be members of the selected department to receive Facebook Messenger conversations.
    • To end sessions automatically when a customer's response is not received within a defined period, set an Auto-End Interval.
    • To connect Facebook to Bold360, click the Log In button showing the Facebook logo. You are prompted to enter your Facebook account details.
      Tip: If you are using a custom app approved by Facebook to manage Facebook Messenger, click Show Advanced Setup and enter details as required (App ID, App Secret, Access Token, Webhook URL, Token).

      Once you have signed in to Facebook, go to Page > Settings > Messenger Platform and change the Role of Bold360 to Primary Receiver.

    • Under Business Hours, you can set hours of availability specific to Facebook Messenger functionality.
    • Under Thread ownership, choose how you want to handle the ownership of re-opened messenger threads:
      • Original agent retains ownership of re-opened conversations – When an incoming message re-opens a closed conversation, the originally assigned agent retains ownership.
      • Original agent must re-accept re-opened conversations – When an incoming message re-opens a closed conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
      • Original agent must always re-accept conversations, even if open – When an incoming message arrives to an open conversation, the originally assigned agent must re-accept the conversation. If the owner is not available or fails to re-accept, the conversation is reassigned.
  4. On the Auto Responder tab, enter a name for your auto responder rule set and click Add Criteria to configure how you want to automatically respond to incoming messages. Auto responder rules use regular expressions (regex) to evaluate incoming messages. When all criteria are matched, a response is triggered.
    Important: We recommend using Create Email Prompt Rules, which creates a set of rules that automatically asks the customer to enter their email address. The customer's email allows Bold360 to connect the customer to their Bold360 history across all channels (such as chat and email). Similarly, the Create Phone Prompt Rules and Create Name Prompt Rules create a set of rules that automatically asks the customer to enter their phone number and name respectively. The advantage of using these features is that they select and configure the necessary rules for you.

    If the email, phone, and name prompt rules are insufficient, you have the following options:

    • Under Criteria, select the relevant criteria and actions as follows:
    Option Description
    Availability You can define an email address as the target of the customer's email. Depending on whether customers send emails to this address, they will receive an automatic reply.
    Auto Responder state The state of the Auto responder.
    Last Message Define the content of the last message that the customer sent.
    Chat Name Select the type of emails that you want to reply.
    Conversation State If you want to send automatic replies only to certain customers, then you can define a string that the customer's email address should include or exclude. For example, you may not want to send automatic replies to email addresses containing the donotreply string.
    Email Define the subject of emails that you want to send automatic replies.
    Phone Define the phone number of the customer.
    Initial Question Define the content of the initial question that you want to send automatic replies.
    • Under Actions, define what actions to take when criteria are met.
  5. On the Wrap Up tab, configure how you want to gather information from agents about ended sessions.
    • Set an Auto-Close Interval to determine how long an ended conversation remains in the agent workspace before closing automatically.
    • Choose the fields to show to the agent in the Wrap Up section of the agent workspace.
  6. On the Canned Message Folders tab, select the canned messages that you want to make available to agents handling this account.
  7. Save your changes.