Antbuddy.us
  • AntBuddy Inc Documents
    • WhatsApp User Guide
    • Guide to Setting Up WhatsApp on AntCRM
    • Guide to Managing Chats with Whatsapp Customers
    • How to Add and Use Omni Message Templates?
    • Guide to Setting Session
    • Guide to Creating and sending Whatsapp SMS campaign
    • Guide to Sending the Product Carousel
    • Cross-Channel Campaign Guide
    • Guide to sending Product Sample Messages on WhatsApp (Product Catalog)
    • Guide to Register and Payment
      • Register and Login
        • 1. Register
        • 2. Log in
      • Payment
    • AntCrm Customer Management
      • Settings
        • Create users
        • Create group
        • Invite users to the company
        • View permissions
        • Activity permissions
        • What is Ticket? How to create Ticket?
      • Conversation
        • Omni Facebook user guide
          • 1. Facebook integration
          • 2. Setting Up Facebook Fan page
          • 3. Message Management
            • 3.1. Sending Message
            • 3.2. Viewing Conversation History
          • 4. Comment Management
            • 4.1. Customer Support Commenting
            • 4.2. Hiding comments
            • 4.3. Editing comments
            • 4.4. Delete Comments
            • 4.5. Liking/Unliking Comments
          • 5. Post Management
          • 6. Changing the Session Owner
          • 7. Adding support user
          • 8. Tagging session
          • 9. Sending images
          • 10. Marking done
          • 11. Adding message template
            • 11.1. Add/Edit/Delete templates
            • 11.2. Using message template
          • 12. Setting Up Session Timeout
          • 13. Configuring the Timeout
          • 14. Setting Up Auto-Reply and Sending Messages
          • 15. Setting Up Response Time and Pre-Expiration Warnings
          • 16. Customer operations
          • 17. Marking unread
          • 18. Setting up Omnichannel chat Categories
          • 19. Configuring layout
        • Zalo OA user guide
          • 1. Zalo OA integration
          • 2. Setting page
            • 2.1 Add user support
            • 2.2 Auto assign feature and Assignment Mode
            • 2.3 Configure tagging for new customers
            • 2.4 Configure lead source
          • 3. Message Management
            • 3.1 Sending message
            • 3.2 Viewing Conversation History
          • 4. Changing the Session Owner
          • 5. Adding support user
          • 6. Tags
          • 7. Sending images
          • 8. Marking done
          • 9. Adding Message Template
            • 9.1 Add/Edit/Delete
              • 9.1.1 Adding a Message Template
              • 9.1.2 Editing message template
              • 9.1.3 Deleting message template
            • 9.2 Using message template
          • 10. Setting Up Session Timeout
          • 11. Configuring the Timeout
          • 12. Setting Up Response Time and Pre-Expiration Warnings
          • 13. Marking unread
          • 14. Setting up Omnichannel chat Categories
          • 15. Configuring layout
        • Instagram use guide
          • 1. Instagram integration
          • 2. Using Instagram Omni conversations
            • 2.1 Guide to setting up Instagram on AntCRM
              • 2.1.1 Adding support
              • 2.1.2 Assignment configuration
              • 2.1.3 Interactive Configuration
          • 3. Manage chat with customers
            • 3.1 Send message to customer
            • 3.2 View session history
          • 4. Comment Manager
            • 4.1 Hide comment
            • 4.2 Delete comment
          • 5. Change the person assign to session
          • 6. Adding user support
          • 7. Tags for session
          • 8. Send image
          • 9. Mark as done
          • 10. Adding message template
            • 10.1 Add/Edit/Delete template
            • 10.2 Using messenger template
          • 11. Setting up session timeout)
          • 12. Setting Up Response Time and Pre-Expiration Warnings
        • Whatsapp use guide
          • 1. Integrate whatsapp on CRM
          • 2. Setting whatsapp on CRM
            • 2.1 Adding user support
            • 2.2 Setting close session
            • 2.3 ssignment Configuration
            • 2.4 Interaction Configuration
          • 3. Managing Chats with Whatsapp Customers
            • 3.1 Send message
            • 3.2 Viewing Conversation History
            • 3.3 Changing the Session's Assigned Agent
          • 4. Adding a Support User
          • 5. Tagging a Session
          • 6. Sending image
          • 7. Marking a Session as Completed
          • 8. Adding, Edit and Delete omni message template
          • 9. Session Closure Time
          • 10. Configuring the wait time
          • 11. Setting response Time and Pre-expiration Alerts
          • 12. Creating Whatsapp SMS campaign
          • 13. Sending Whatsapp SMS Campaign
          • 14. Sending the Product Carousel
          • 15. Cross-Channel Campaign Guide
          • 16. Create WhatsApp Template via Meta Business Suite
          • 17. Run Template in AntCRM platform
        • Shopee use guide
        • Live chat use guide
        • Lazada use guide
      • Report
        • View Omnichannel conversation report
      • Customer Experience Management
        • 1. Customer survey setting
          • 1.1 Conversations
          • 1.2 Call Center
          • 1.3 Rating criteria setting
          • 1.4 Setting landing page
        • 2. How to use the Agent interface
        • 3. Satisfaction Report
      • Antring Call Center
        • Setting
          • 1. Antbuddy PC
          • 2. Yealink T19 E2 phone
          • 3. IP Phone Grandstream GXP 1610
          • 4. Reset password for administrators
          • 5. Block spam numbers on the AntBuddy admin page
          • 6. Create a user on Call Center
          • User manual for AntBot ChatBot
            • 1. Integrating multi-channel messaging with AntBot Chatbot
            • 2. The basic features of AntBot Chatbot
            • 3. Use Cases of AntBot Chatbot
            • 4. Detailed explanation of the Chatbot node
  • Integration Document Guide
    • AntRing
      • API Registration
      • Use API
      • API List
      • Error Code
    • AntBot
      • AntBot API
      • Voice OTP
      • HTTP Response
    • AntCrm
      • ApiRing AntCrm apis description
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  1. AntBuddy Inc Documents
  2. AntCrm Customer Management
  3. Conversation
  4. Omni Facebook user guide

2. Setting Up Facebook Fan page

Previous1. Facebook integrationNext3. Message Management

Last updated 1 month ago

Step 1: Go to the Multi-Channel Conversation Setup page - Message channel integration - Facebook Integration

Step 2: Click the Settings button on the page (already registered) that you want to set up

The page will be redirected to the setup page for the Fan page

The setup for the Fan Page includes the following sections:

Sessions
Description

Group

A list of groups responsible for customer support Facebook comments…

User support

A list of employees responsible for interacting with customers, such as receiving Facebook chats, receiving comments

By default, the session of existing customers will be assigned to the employee already responsible

When this feature is enabled, the session will be automatically assigned to the employee who was previously responsible for the session, without the need to check other assignment conditions. If the previous responsible person is not in the list of assigned employees, the session will be marked as "not assigned

Automatic distribution

When the automatic distribution feature is enabled, comments/messages from customers sent to the Page will be automatically distributed to support staff according to the rules selected in the Assignment Mode (configured below)

Priority will be given to assigning to the person responsible for the related customer

When this feature is enabled, the system will automatically assign the session to the person responsible for the customer who sent the message (responsible for the lead/contact). If the responsible person does not meet the session distribution criteria, the system will automatically distribute the session according to the assignment rules

Assignment mode

There are 2 assignment modes:

  • Sequential: Distributes the request tickets in order to the employees in the group and rotates.

  • Random: Distributes the request tickets randomly to the employees in the group

Apply for

Only online employees: Only assigns new sessions to employees who are currently online in the CRM.

All employees: Assigns new sessions to all employees according to the selected assignment mode

Assign according to custom rules

Allows creating an assignment rule based on keywords in the customer's message/comment content

Transfer customer responsibility when assigning

When this feature is enabled, the customer’s responsible employee will be transferred to the employee assigned to the chat session

Permission to view and interact with the session

Allows users to view/interact with each other's session conten

Tag: Configure to assign a tag to the customer when a new customer is created

The tag is assigned to new customers to differentiate and group customers with similar characteristics, making it easier for future operations

Lead Source: Configure the lead source for the customer when a new lead is created

The source that generates the customer, which also aims to differentiate and group customers with similar characteristics

Reply to comments with comments

Allows configuring to reply to comments with either a comment or a message

2.1. Adding Support

Step 1: Go to the Fan page Settings page - Support section (as per the instructions above)

Step 2: Select or search for a Support group to add to support list

Step 3: Select or search for a Support User to add to the support user list

If you want to remove a user from the support list, click the X button

2.2 Assignment Configuration

Step 1: Go to the Fan page Settings page - Assignment Configuration section (as per the instructions above)

Step 2: Enable the Automatic Assign feature

Step 3: Tick the desired Assignment Mode: Round robin or Random

Round robin: Messages and comments from the Fanpage will be automatically distributed in sequence to the support users in the list

Random: Messages and comments from the Fan page will be automatically distributed randomly to the support users in the list

Step 4: Options apply to employees

Only users online: Applies the assignment only to employees who are currently online

All users: Applies the assignment to all employees, even those who are offline

Step 5: Click Save

2.3. Interaction Configuration

Step 1: Go to the Fan page Settings page - Interaction section (as per the instructions above)

Step 2: Set up Permissions to view and interact with the session:

Tick or untick to customize the permission levels for viewing/ interacting with sessions for support employees

Step 3: Select a tag. The selected tag will be automatically assigned to new customers from this Fan page

Step 4: Select a source. New customers from this page will have the selected source

Step 5: Set up Reply to comments with comments

Step 6: Click Save