2. Setting Up Facebook Fan page
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:
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
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