After Facebook is successfully integrated with PBXware (the main integration guide is): https://downloads.bicomsystems.com/guides/omnichannel/facebook_userguide.pdf
and all preliminary steps for setting up the Facebook channel have been completed, we reach the point where we want to explain the use case of this feature and the application itself.
In short, this is how the Facebook Channel feature is designed to work and its intended use case:
Regular Facebook users will send messages to the Facebook profile/page configured on the PBXware side.
Messages sent to the Facebook profile configured on PBXware will, with the help of the Facebook Omni channel, also be routed to agents within PBXware Queues or Chatbots. Agents will receive these messages on their gloCOM/Communicator applications.
Below, we will explain how to set up the Facebook Channel and outline the use cases for this feature.
Facebook Channel on PBXware
First, on PBXware, you need to have a Queue created, within which additional Agents are added. These agents will be able to accept chat sessions initiated by users through the Facebook channel.
This involves standard Queue creation in PBXware, without any additional modifications specific to the Facebook Omni Channel use case. Therefore, if the Queue does not already exist, it can be created in PBXware under:
Contact Center → Queues
Within the Queue, it is necessary to add Agents who will be able to use the gloCOM/Communicator desktop applications to handle requests coming through the Facebook channel.
Once the Queue is successfully created and the Agents are successfully added to the Queue, the system administrator can proceed with creating the Facebook channel.
The Facebook channel is created under:
Contact Center → MESSAGING section → Channels → Add Channel
After selecting the channel type, the only remaining step is to connect this channel to the Facebook account that was previously set up according to the guide mentioned at the beginning of this document, and to select the Destination (Queue or Chat Bot) that the Facebook channel will be directly linked to.
- The Name and ID fields cannot be edited; they will automatically populate once you connect your Facebook account.
- The “Connect with Facebook” button allows you to link your Facebook account with the system, enabling integration of the Facebook channel.
- The Destination field enables you to select a messaging queue to handle queries received via the Facebook channel.
Except for a Queue, the Facebook Channel destination can also be set to a Chatbot, which needs to be configured beforehand in the Chat Widget section.
gloCOM/Communicator – How Agents Utilize the Facebook Omni Channel
Once the Facebook channel has been successfully set up on the PBXware side, we move on to how Agents use this feature in their applications. The first step is for the Agent to log in to the gloCOM/Communicator desktop application, using either the Agent or Supervisor edition. The Agent should then navigate to the Agent Panel, where attention should be focused on the Chats section in this case.
Now, Facebook users can send messages to the customers' Facebook page configured in PBXware.
These messages will be routed to the agents within the designated Queue, which was selected as the destination during the Facebook integration setup.
The Agents in the Queue on PBXware, will immediately receive the message and after the chat has been assigned to the Agent, he can continue the conversation from there.
As can be seen in the application’s graphical interface, there are several sections under the Chats option.
In the central part of the application, there is the main conversation window, where the gloCOM/Communicator Agent communicates with the Facebook user in this case.
On the left side, there is the My Chats section, which displays all active chats assigned to this agent from any channel, including the Facebook channel. Below that is the Unassigned Chats section, where all newly incoming chats in the queue are placed until they are assigned to or picked up by an agent. One newly incoming chat is shown in the image below in the Unassigned Chats section.
The Agent can then select the new chat and assign it to themselves by clicking the Assign to me option.
Once the Agent accepts the chat, in addition to being able to respond to messages in this chat, the Agent can also manage additional options related to that specific chat. These options include changing the chat status between Open, Waiting, Solved, and Closed, as well as transferring the ticket to another agent or queue.
-The Open status will indicate that the chat is active and the conversation is ongoing. In this case, the Main Chat panel for the conversation will be active in the central part of the Agent Panel.
-The Waiting status will simply indicate that the Agent is waiting for a response from the user.
-The Solved status will trigger a Customer Survey, which will be sent to the customer so they can rate the conversation with the agent. The Main Chat section will still remain in the center of the Agent Panel, but messages will no longer be exchangeable, as the ticket is marked as solved.
-The Closed status will trigger the closing of the conversation, and the Agent will receive a confirmation message asking whether they really want to close this conversation. If the Agent chooses to close the conversation, the chat will be closed and will no longer be available in the Agent Panel. The Agent will also receive confirmation that the chat has been successfully closed.
Once the same user opens a chat with the Agent again, the previously closed chat can be found by the Agent in the Conversation History section.
In the case of transferring a chat to another Queue or Agent, by clicking the Transfer option and selecting the desired Queue or Agent, the chat will be redirected, and the current Agent will no longer have access to it. After the chat is transferred, the Agent will receive a confirmation message in the application regarding the transfer.
On the right side of the application, there are also two sections: the Profile section, which displays the specific Facebook profile from which the current chat conversation was initiated, and below it, the Conversation History section, which contains all previous conversations with this Facebook profile.
