Skip to main content
Skip table of contents

Facebook Direct Message

Overview

Facebook Messenger is a supported customer channel as any other channel. Businesses exchange millions of messages with people as one conversation.

See Facebook Connector Limitations for what is not supported in this release.

Getting Started

To begin with Facebook, one must have a Facebook App and must be a registered user to create a personal profile and add others for customer interactions.  For this, he should have a Facebook account, which must have been added to the Facebook Page. Also need to grant access to the Facebook App.

The Administrators can create a  Facebook Page, grant a user access to the Facebook App and can create a Page Access Token by following  step by step procedure  of Create Page Access Token

To set up Facebook Channel, the Facebook connector needs to be configured in the Unified Admin of the Expertflow CX's application. This one-time configuration will help the business to interact with both channels of Facebook on a single interface.

Channel Capabilities

Text Message

Expertflow CX's Facebook connector enables the business to send and receive direct text messages to or from customers. For this, Facebook supports a text message to be of UTF-8 and less than 2000 characters.

File Transfer

allows the business to send and receive media messages containing audio, images, videos and files to/from the customers.

The following media types are supported:

Media

Supported Content Type

audio

audio/aacaudio/mp4audio/amraudio/mpeg,
audio/ogg;

file

Any valid MIME-type. 

image

image/jpegimage/png

video

video/mp4video/3gpp

Max File size: 25MB

Audio Message

Enables to send and receive audio messages to/from the customers as shown in the screenshot below. To see the properties of audio messages, see  CIM Media Messages -> Audio Message Format

Audio Message

File Message

Enables the business to send and receive file messages. The file size and supported types are mentioned here in the File Message Format.

File Message

Limitation

Multiple file attachments (from messenger) are currently not supported in Facebook Connector - As of now, if a user attaches multiple files (in a single chat), the Facebook connector will picks only one file out of the multiple files that were attached and relay that to CCM while the rest of the other files attachment are ignored.  This limitation is not entirely a Facebook connector problem but rather a File Engine & CCM limitation - the API they expose currently do not support multiple file uploads. 

Image Message

Allows the business to exchange images to/from the customers as shown below. To know  the supported type and size, see CIM Media Messages -> Image Message Format 


Image Message

Video Message

Allows the business to send and receive video messages to/from the customer. The video size and types are mentioned in the table of Video Message Format

Video Message

Sticker Message

Enables the business to receive sticker messages. This visual facilitates the agent to interpret the emotions and expressions of the customer quickly and then respond to them. To know more about the sticker message properties, see CIM Media Messages -> Sticker Message Format

Sticker Message

Support Gifs

Enables the business to receive GIFs and respond to them as any other message.

Send A Quoted Reply

Expertflow CX's Facebook connector enables the business to reply to a specific message from the customer. To reply to a specific message, the contact center representative can quote the specific message by clicking on the reply button as shown below and can respond to that specific message by selecting the channel from the message composer bar. This quoted reply will become a part of the conversation history. For indication purposes, they are visible in a different color. In the quoted reply, the representative's name will be visible in blue color and the customer's name will be seen in grey color.


Quoted Reply

Send URL

Enables the business to send and receive URLs from the customer. This feature converts the plain text into URL format as shown below.




JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.