Respond to a Facebook Messenger conversation

When a Facebook Messenger conversation is assigned to you, the contact request popover displays the Queue Name, Source Page, Timer, and Accept button. The timer indicates the time that has elapsed since you received the Facebook Messenger conversation.

Before you begin

You must be in the Available state to receive requests. If you are in the RONA state, you must manually change your state from RONA to Available.

1

Click Accept in the request. The request opens in the compose box, and an interaction pane is displayed.


 

Customer messages are represented by a gray bubble with customer's initials. Agent messages are represented by a solid blue bubble.

2

Enter your response in the compose box.


 

The compose box supports a maximum of 1000 characters.

3

Click Send or press Enter on your keyboard.

Transfer a Facebook Messenger conversation

If you can’t resolve a customer’s issue and want to escalate the Facebook Messenger request, you can transfer the chat request to a different agent or queue.

Before you begin

You must have accepted the Facebook Messenger request.

1

During the Facebook Messenger conversation, click Transfer to transfer an active chat request to a queue or an agent.

The Transfer Request dialog box appears.

2

Choose from one of the following:

  • Queue—Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request.
  • Agent—Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.
3

(Optional) Click icon to retrieve the most recent list of queues and agents. The retrieved list displays the current agent availability states.

4

Click Transfer.


 

If the agent doesn't accept the transferred chat request, the request is dropped.

The transfer request is initiated and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

Add an agent to a Facebook Messenger conversation

You can create a three-way conference chat request between you, the customer and another agent.

Before you begin

You must have accepted the Facebook Messenger request.

1

During the Facebook Messenger conversation, click Conference to create a three-way conference chat request between you, the customer and another agent.

The Conference Request dialog box appears.
2

Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.

3

Click Conference.

When the conference chat request is accepted, the interaction control pane changes the state from Conference Requested to Conference. A message displays that an agent has joined the chat.

4

When you're ready to end the chat, click End Conference.

The Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.

 

The conferenced agent can exit the chat conference by clicking Exit Conference. Chat continues between you and the customer.

End a Facebook Messenger conversation

After you've helped your customer with queries, make sure they confirm that they're ready to end the conversation.

Before you begin

You must have accepted the Facebook Messenger request.

1

In the active Facebook Messenger conversation, click End.

The Wrap Up Reasons dialog box appears.

2

Select a wrap-up reason from the drop-down list or use the search field to filter the list.

3

Click Submit Wrap Up.