How to accept a Facebook Messenger chat
How to accept a Facebook Messenger chat
To work with a Facebook Messenger chat, click it on the left side of the workspace under Messages.
Note: This feature is only available for Bold360 Plus subscribers and Bold360 AI platform accounts. - To be able to accept messages, make yourself available on the left panel.
- To answer a message, look under Messages and click a Facebook message.
Tip: The chat at the top of the list may be the most urgent (newest).
Note: Even if the customer deletes a message in Facebook Messenger, that message will still be visible in Agent Workspace.
Result: The message opens in a new column in the workspace to the right and is ready to work with. - A red spot tells you that the customer is waiting for a response.
- To transfer a chat to another team member, click Transfer at the bottom of the chat panel.
Result: You are prompted to select an agent or department. Select the receiving agent or department and click Transfer. - Options while working with a message:
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.
Tip: We recommend prompting the customer for their email. The customer's email allows Digital DX to connect the customer to their history across all channels (chat, email). - Show custom integrations: Maximize the message. Custom integrations are displayed at the top of the workspace.
- View customer information and history: When the message is minimized, click Show info; when maximized, click the Customer info button at the top of the workspace.