Tutorials｜CAAC Omnichannel - Facebook Messenger

Creation Date: January 23, 2024

Created By: Crescender Lab

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▶️ Introduction

︎Crescendo Lab is always seeking for optimization for our products. Therefore, we believe that with the features for omnichannels, we can provide the better solutions for our clients! From now on, you can manage the conversations from your LINE OA and FB pages on CAAC.

💁‍♀️ Advantages

Streamlined Communication
- Simplify management and reducing the need to switch between apps.
Improved Response Times
- Quicker replies, enhancing customer service efficiency.
Efficient Workflow Management
- Better organization of messages, easier delegation of responses to team members, and streamlined tracking of ongoing conversations.
Consistency in Responses
- Easier to maintain a uniform tone and quality of responses.

⚠️ Limitations:

Customers won't see the agent's image and name on Facebook QR code assignment is not possible on Facebook.
Manual and auto-assignment are available.

⚠️ Please noted, CAAC only supports creating channels, quick templates can be used across channels coming soon

# Setting Channels

ℹ️ Please be aware the user needs to have the permissions of below roles:

- CAAC : Owner or Primary Admin

- Facebook Fan Page : Admin

1. Click on CAAC Settings

2. Click on Organization settings

3. Click on Channels

4. Click on Add channel

5. Click on Facebook Messenger and Continue

6. Login Facebook to connect the fan-page

7. After connecting, you can see the channels connected

⚠️ If CAAC couldn't receive Messages from Facebook Messenger, please follow the checking steps：
CAAC x Facebook Messenger_Fan page setting checking steps

# Conversations

8. Omnichannel conversations

User can use channel filter to filter conversation’s source channel. Default is all channels
There is a channel icon besides contact’s avatar to indicate the conversation source channel.

ℹ️ Supported attachments types following FB’s policy

Image (25MB): png, jpg, jpeg, gif
Video (25MB): mp4, mov, m4a
File (25MB): ppt, pptx, pdf, csv, xls, xlsx, doc, docx

9. Facebook Messenger Reply templates

Since the API limitation, we only support text content for FB templates
Each template can contain up to 5 bubbles with < 2000 characters each
When creating templates: choose the target channel and follow existing flow to create templates

⛔️ Inbox notification according to Facebook message policy:

Within 24 hours of a person’s message: this is the standard messaging window which allows user to send messages contain promotional content
Between 24H - 7 days: human agent can still reply to the message but not allowed to contain promotional content.
Please notice that if users didn’t follow the policy, the permission of message sent after 24 hours might be temporarily or permanently suspended by Facebook officials. In more serious cases, the Fan page may be suspended.
After 7 days: not allowed to reply anymore.

10. Example for 24 hours chat window

11. Example for after 24 hours chat window

12. Example for 48 hours left chat window

13. Example for after 7 days chat window

# Token extension

If FB data access token will expire at 90 days if the user didn’t send message through the connected channel.
User can see an “Connection expired” icon in the channel list, please click it and go to the channel setting page to extend the token

14. If there is a ⚠️ shows "Connection expired"

15. Go to settings Channels FB channel pencil icon

16. Click "Reauthorize"

# Channel disconnection

Users can disconnect a FB channel through channel setting page
After disconnection, users can’t receive or reply messages through the channel. (old conversations and contacts will keep in the system)

⚠️ Each Facebook fan page can ONLY be integrated with ONE CAAC organization (including disconnected status). If you want to move the FB fan page connection to another CAAC organization, please contact Crescendo Lab for help.

17. Go to settings Channels FB channel pencil icon

18. Click "Disconnect"