How Facebook Messenger Works¶
Facebook Messenger lets customers who write to your Facebook page talk to your agents directly from Daktela. Before you set it up, it helps to understand the pieces involved and how a chat travels through them β each piece is set up on a different screen in Daktela, but they only work together.
When you are ready to build, follow Set Up Facebook Messenger β it takes you through all the steps in the right order.
Info
This channel handles Messenger chats. Posts and comments on your Facebook page are handled separately by the Social Media queue β see How Social Media Works.
The Journey of a Chat¶
- A customer sends a message to your Facebook page in Messenger. Daktela receives it through a connector β a routing linked to your authorised Facebook page.
- The connector sends the chat to its Next destination β usually a time condition that checks your business hours.
- During business hours, the chat lands in a queue, which rings your agents according to its distribution strategy. An agent accepts the chat and talks to the customer.
- Outside business hours β or when no agent answers in time β the chat is routed to a terminate target, which can log the chat as missed so you can follow up.
- Optionally, you can insert automessages (sent while the customer waits) or a decision tree/chatbot (a bot that talks to the customer first) anywhere in the chain.
The Building Blocks¶
| Building block | What it does | Where to set it up |
|---|---|---|
| Connector | The link between your Facebook page and Daktela, including the page authorisation. Each connector is one Facebook page. Its Next destination starts the routing chain. | Settings β Routings β Facebook |
| Time condition | Routes the chat to different targets depending on date and time, using a time group that defines your business hours and holidays. | Settings β Routings β Facebook β Time conditions |
| Queue | Holds waiting chats and distributes them to agents. Timing, priorities and the distribution strategy are set here. | Settings β Routings β Queues |
| Agents | The users whose profile gives them the queue with a log-in type of Manual, Automatic or Fixed. Only agents active in the queue receive chats from it. | The queue's Agents column in Settings β Routings β Queues, or the Queues area of a profile in Settings β Users β Profiles |
| Terminate | Defines how a chat ends: the disconnection cause, an automatic response, and whether the chat counts as answered or missed. | Settings β Routings β Facebook β Terminate |
| Automessages | Automatic messages sent to the customer while they wait. | Settings β Routings β Facebook β Automessages |
| Decision tree | Daktela's built-in chatbot (currently in Beta for Messenger). | Settings β Routings β Facebook β Decision trees |
| Chatbot | A connection to a third-party chatbot. | Settings β Routings β Facebook β Chatbots |
Info
Changes to connectors, time conditions, automessages, decision trees, chatbots and terminate targets only take effect after you click Apply configuration changes in the top right corner of the routing overview.
Before You Start¶
- Administrator access to the Settings section of Daktela.
- A Facebook page you administer, and the Facebook login you use to manage it. A page can only be linked to one connector.
- Your business hours β when the chat should be online.
- A list of agents who will answer chats.
Ready? Continue to Set Up Facebook Messenger.