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Facebook direct message to customer

Nov 10, 2017 at 02:22 AM


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Customer wants to respond with direct message to the Facebook profile: There are two possibilities:

1. Facebook profile writes a post on Facebook page. This info will be created in C4C as ticket. But due to come confidential reasons C4C agent does not want to reply back to Facebook wall but wants to send direct message to the Facebook profile. How to achieve this?

2. Agent wants to initiate direct message to Facebook profile immediately upon ticket is created, just like it is possible to create email in this step. How to achieve this?



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2 Answers

Gabriel Brage
Nov 10, 2017 at 11:35 AM

Hello Zoran,

For question 1, first you will need to scope this feature by following the below steps:

1.Go to Business Configuration work center

2.SelectImplementation Projects

3.Select the appropriate project

4.Select Edit Project Scope

5.In the scoping expand Service

6.Select the Customer Care and Service Request Management

7.After enabling these options go through the Questions under these scoping elements and enable the question Do you want to support direct messages for Facebook channels? Hereafter confirm and finish the scoping.

After setting this you will be able to answer the tickets replying to the DMs directly.

For question 2, I am not sure if I was able to understand it. Could you provide us more details?

Best Regards

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Zoran Galijanic Nov 10, 2017 at 12:58 PM


Your first answer is not what I need. In system is already activated direct messaging on Facebook channel, and it is working quite good. But his is special case when Facebook profile in the first place write post on the wall but due to confidential reasons agent redirect this conversation through direct messaging. Since this is same conversation with omnichannell approach customer expect that within ticket (originally created with post on Facebook) agent answers through direct message.

There is possibility to create ticket manually by agent. In this case agent can initiate creation of email and communicate with customer through email channel. Is it possible to make same process but instead email that agent send direct message through facebook channel?



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