The Facebook channel has 2 tabs to configure, the 'channel settings' and the 'general tab'. The latter is setup via MaxSupport and will be configured for you on implementation.
There are some rules and constraints around using Facebook as a communication method through contact centre software that you need to be aware of.
Facebook considerations
Although conversations can be had via Facebook unfortunately, its not possible to initiate them from web agent. Due to Facebooks restrictions within their platform, all Facebook correspondence has to be initiated by the customer.
The system will automatically pick up the customers name and when a conversation happens, users can add the lead to the system via the usual method or update an existing lead in the same way.
Unfortunately, Facebook don't currently provide delivery or read receipts for messages sent via their product to 3rd parties, we cannot display these within the web agent.
Finally, images (.jpeg and .png only) and gifs can be sent to customers from agents. Customers will be able to send any file type Facebook supports through its messaging service.
Select the images for a closer look.
Select the images for a closer look.
Fig 1. Facebook channels filtered and tabs available for the Facebook channel visible.
TABLE OF CONTENTS
Channel settings tab
Fig 2. Some of the channel settings tab options viewable on the tab (you can scroll in the portal for further options).
Channel settings | |
| Name | Here you can enter a name for your channel visible to users and used in reporting. Max 40 characters. |
| Channel type | Select the type of channel from the dropdown to apply, in this case Facebook. |
| Active | Toggle this to make the channel active/inactive. |
| Description | Here you can enter a description for the channel for internal reference only. Max 1000 characters. |
| Ticket reopening | Toggle this to enable/disable ticket reopening. When enabled, enter the maximum number of days a customer can reopen the previous ticket (happens automatically). If not enabled or the number of days is exceeded, a new ticket will automatically be created. |
Ticket reopening examples
If this is on and set for 7 days. A customer may message on day 1 and an issue may be resolved/question answered by an agent. If within those 7 days, the same customer initiates another ticket via Facebook because the issue persists or they have a follow-up question, the previous ticket will be opened for the agent to continue the previous.
Tagging | |
| *Only visible when tagging feature is enabled. | |
| No tags/ add tags | By clicking in this pane, you can assign/unassign tags on your channel.  Simply click on the tags to add or remove. You can also create/edit tags via the icons on the left. |
Tagging example
Tagging can be used to hide or present channels to relevant users who also have the same tag. Some customers have multiple sites/offices using the same portal. In order for each site/office to only see the relevant channels and access them, tagging can be used to hide the non related channels.
Plans | |
| Result code | Here you can select the result code plan used for all interactions on this channel. Only result codes within the selected plan are available for users to disposition an interaction. You can use the 'go to' button to navigate to the result code plans page to edit the selected plan. Its also worth noting here that any result codes you wish to be available must have the relevant channel types assigned in the result codes configuration. See the guide on result codes for more. |
| Schedule | Here you can select the schedule you want the channel to adhere to. The 'go to' button will take you to the schedule plans page for creation or editing. See this guide for more. |
Result code plans example
Using different result code plans for your different channels will allow you to track and report, in more detail, the outcomes of your interactions within the system.
Schedule example
Using schedules allows you to automatically control when a channel is open or closed for customer to access.
SLA | |
| Response time | Here you can set the maximum amount of time a user should take when responding to an interaction. Users will see the amount of time they have for SLAs on the tabs of interactions. These will tick down with time. |
| Response warning | This option allows you to set the percentage of the above response time you want users to be warned they are approaching SLA. Visually, the tabs bar changes from green to amber when they hit this time on a response. If this is set to 100%, the user will not be warned they are approaching SLA. |
| Manual park | When enabled, tickets handled by users on the queue associated with this channel will be able to be manually parked. |
| Automatic park | When enabled, all tickets handled by users on the queue associated with this channel will be automatically parked, when the user receives an inbound call. If not enabled, the SLA of the ticket will continue to increase while the user is handling the inbound call. |
SLA response time examples
Some clients have themselves, set SLAs for agents to respond to their customers. For example, "you must reply to the customer on a web chat within 60 seconds or the customer journey will be a poor reflection of our service." Clients working on behalf of other companies may have these SLAs determined for them. This allows them to enter the SLA into the system for users to adhere to.
Purpose of manual park
If agents receive an interaction that requires further work away from the screen E.g. they need to speak to a manager/3rd party or undertake a lengthy process elsewhere, they can park the interaction to do so.
Purpose of automatic park
If you need interactions to be parked when a call comes in, use automatic park, as this is not possible with manual park alone. You can however, have both manual and automatic park enabled on channels.
User settings | |
| Capacity | Here you can set the maximum number of concurrent interactions a user can handle from this channel at any one time. User capacity is cumulative across all channels they are assigned to, unless a specific user capacity is set. For more on user capacity, see this guide. |
| Force ready | By default, when a user receives an interaction, they automatically go not ready to deal with that interaction. This is better for customers that have long processes around dealing with interactions. When force ready is enabled, once a user goes ready on a queue they will be ready until their capacity is filled. Once they deal with one interaction, they will go ready automatically to receive another. They can only leave the campaign/go on break etc. by requesting then dealing with their capacity. |
Capacity
For Facebook conversations, capacity could be set slightly higher than web chat because the customer might not be expecting an immediate response, but should be set lower than email as responses will generally be quicker than email. The more capacity an agent has, the more they will have to deal with at the same time. Its worth remembering however, the higher the capacity, if used in conjunction with 'force ready', the longer an agent will have to wait before being able to go on break etc!
Force ready
To ensure interactions are being dealt with in a timely manner, the system has the ability to push queued interactions to any agents with available capacity. This ensures that agents always have interactions to deal with, thus improving agent efficiency and reducing customer queue times.
Scripting | |
| Enable toggle | Enable or disable the use of a script on the channel. |
| Provider | Select the script you wish your agents to see when engaging with interactions on the channel. Choose 'Max' for bespoke scripts created within the MaxContact system. These are usually built as part of onboarding but can also be created & edited at any time. Alternatively, select 'other' for use with a CRM or 3rd party system. |
| Max Script | Here you can select the Max script to use for the channel. This is required if you have selected 'Max' script and will be greyed out if you have selected 'other'. |
| Script URL | The URL for the script (populated automatically if using a 'Max' script). Enter the URL for the script location only if the Script Provider is set to 'other'. This will be setup during the onboarding process if required and can still be changed created post 'go live'. |
Scripting examples
A BPO running campaigns for different clients will have different scripts for each Facebook channel to provide relevant information to the agent, allowing them to process information and improve the customer journey. Each channel can have a different script if you require. For more on scripting, see this guide.
We have a specific button set available which allows for quick responses from agents with a push of the button. For more on this feature, see this guide.
General tab
Fig 3. The general tab,
General | |
| This tab is configured by MaxContact. For information or changes to this area, please contact the support team as it is not possible to edit from the 'front end' of the product other than to enable/disable Facebook interactions on the channel. | |
| App ID | Don't worry, we will have this setup for you. Contact the support team for any issues or changes. |
| Project ID | Don't worry, we will have this setup for you. Contact the support team for any issues or changes. |
| Facebook page ID | This is the ID number used to send Facebook messenger messages from this channel. Don't worry, we will have this setup for you. Contact the support team for any issues or changes. |
Channel types
There are 5 main channels currently available, webchat, email, SMS, WhatsApp and Facebook. Each one has different settings and configuration options within tabs on the page.
Please select a link below to see the other channels options
Webchat |
SMS |