3. Message Management

When a customer sends a message to the page, the message will be directed to Omni - Facebook. The number of unread messages/comments will be displayed on the menu

To manage messages and support customers as quickly as possible, employees need to follow these steps:

Step 1: Open the Omni page

Step 2: Click on the Facebook tab

Step 3: Click the Inbox tab, and you will see the message received from the Facebook customer

Here, you can see the assigned support person by hovering over the small avatar on the message (see image)

Permissions to view sessions are set in the Interaction section

Step 4: Click on the message to start chatting and provide support