Manage Social Messaging Conversations

You can use the desktop to receive and respond to customer requests through social messaging conversations. Your administrator defines the permissions in your multimedia profile settings to access social messaging conversations. The supported social messaging conversations are:

  • —Messenger (Facebook Messenger)

  • —SMS (Short Message Service)

Respond to a Social Messaging Conversation

When you receive a customer request through Facebook Messenger or SMS, a request is displayed in the Task List pane. If the Task List pane is collapsed, you can see a popover at the bottom-right corner of the desktop. The request displays the following details:

  • Facebook Messenger—The request displays the (Messenger) icon, the name of the customer, the queue that routed the chat request to you, the app user ID, and a timer indicating the time that has elapsed since you received the chat request.


    Note

    The customer name is displayed in the desktop only if the customer's profile information on Facebook Messenger is set as public.

  • SMS—The request displays the (SMS) icon, the phone number of the customer, the queue that routed the SMS chat request to you, and a timer indicating the time that has elapsed since you received the chat request.

If the customer is using a chatbot, it provides preset answers before an agent responds to the customer. If you do not accept the social messaging conversation request within the maximum available time, the request is returned to the queue and the system changes your state to RONA.A popover appears with options to change your state to either Available or Idle. For more information on RONA popover, see Agent Availability States.


Note
When you are in the RONA state, you cannot receive any more contact requests. To receive requests of any media channels including new chats, you must manually change your state from RONA to Available.

To respond to a social messaging conversation request:

Before you begin

You must be in the Available state to receive any Facebook Messenger or SMS chat request.

Procedure

Step 1

In the social messaging conversation request, click Accept.

The Facebook Messenger or the SMS chat conversation, and the Interaction Control pane appears. The Workspace pane displays the details of the customer with whom you are chatting. It also displays the conversation that the chatbot had with the customer before the system routed the chat request to you.

Note 

The chatbot response is displayed with the label. For example, Customer Virtual Assistant. You can scroll through the customer's chat to view the previous conversation threads of the customer, even if the conversations were with different agents.

Step 2

Enter your response in the compose box.

Note 

  • The social messaging conversation supports only plain text formatting style. Rich text format including emoticons, may not be supported.

  • File attachments are not supported.
Step 3

Click Send or press Enter on your keyboard.

The customer receives the response along with the agent's name.
Note 

  • Your chat conversation must be PCI compliant. For more details, see Security Compliance.

  • If you try to navigate away when you have an unsent text in the compose box, you are alerted with a message.
Step 4

(Optional) Click Contact History tab in the Auxiliary Information pane to view the contact history of the customer.

Step 5

(Optional) You can perform the following tasks in the Interaction Control pane:

Step 6

Click End. For more information, see End a Social Messaging Conversation.

Transfer a Social Messaging Conversation

If you cannot resolve a customer query and want to escalate the Facebook Messenger or SMS chat request, you can transfer the chat request to a different agent or supervisor.

To transfer an active chat request to a queue or an agent:

Before you begin

You must have accepted the social messaging conversation request. For more information, see Respond to a Social Messaging Conversation.

Procedure

Step 1

Click Transfer.

The Transfer Request dialog appears.
Step 2

Choose from one of the following:

  • Queue—You can either select the required queue from the drop-down list or use the search field to filter the list. The drop-down list displays the queues that are available to transfer the chat request.

    The drop-down list displays the queues that are available to transfer the chat request.
  • Agent—You can either select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents. The agent name is preceded by a green colored icon. For more information, see Agent Availability States.
Step 3

(Optional) Click the Refresh the List icon to retrieve the most recent list of queues and agents.

The retrieved list displays the current agent availability states.
Step 4

Click Transfer.

The transfer request is initiated and the Wrap Up Reasons dialog appears. For more information, see Apply Wrap Up Reason.
Note 

Once you transfer the chat request to an agent, if the agent does not accept the chat request, the chat request is dropped.

Start a Social Messaging Conversation Conference

To create a three-way conference chat request between you, the customer and another agent:

Before you begin

You must have accepted the social messaging conversation request. For more information, see Respond to a Social Messaging Conversation.

Procedure

Step 1

Click Conference.

The Conference Request dialog appears.
Step 2

You can either select a specific agent from the drop-down list or use the search field to filter the list. The drop-down list displays the names of agents. The agent name is preceded by a colored icon indicating the current availability state. For example, the Available state is preceded by a green colored icon. For more information, see Agent Availability States.
Step 3

Click Conference.

When the conference chat request is accepted by an agent, the Interaction Control pane changes the state from Conference Requested to Conference. The customer and you can see a message that an agent has joined the chat.

Step 4

Click End Conference.

The Wrap Up Reasons dialog appears. For more information, see Apply Wrap Up Reason.
Note 

  • Only you can end the chat conference and not the agent with whom you have conferenced.

  • The conferenced agent can exit the chat conference by clicking Exit Conference. The chat continues between you and the customer.

End a Social Messaging Conversation

After you have helped your customer with queries, you must take consent from the customer to end the social messaging conversation session. When you end the session, the Wrap Up Reasons dialog appears, and the customer sees a message saying that the agent has left the chat.

To close a social messaging conversation session:

Before you begin

You must have accepted the social messaging conversation request. For more information, see Respond to a Social Messaging Conversation.

Procedure

Step 1

In the active Facebook Messenger or SMS chat session, click End.

The Wrap Up Reasons dialog appears.
Step 2

You can either select the required reason from the drop-down list or use the search field to filter the list. You can select more than one wrap up reason at a time.

Step 3

Click Submit Wrap Up. For more information, see Apply Wrap Up Reason.