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Facebook Editor

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Facebook Editor

 

The Facebook editor lets you reply to inbound Facebook comments that are posted directly to the Account Page in Facebook that you are monitoring.

 

Figure 14-1: Facebook Editor

 

Like all channels, access to the Engage Facebook channel is configurable on a site by site and agent by agent basis. Depending on the needs of your Contact Center, you may or may not have access to this channel.


Features

Message templates—include standard responses in your outgoing messages. Templates can include customer information (for example, the customer's first name) to create more personal messages.

 

Remaining character count—the remaining number of characters is displayed as you compose your message.

 

Categories—messages can be assigned to a category, which is useful for reporting and analysis.

 

Message review—Engage can be configured to send outgoing messages to a QA (quality assurance) person for review before sending to the customer.

 

Schedule a message—you can select the time and date for your message to be sent.

 

Fields, Buttons and Menus

The Facebook editor contains the following fields and controls.

 

Table 14-1: Facebook Editor Controls

Name

Description

Send Aseditor typemenu

Lets you change the type of message being sent. To select a new message type, you must have processing rights to the selected channel, and the customer record must have a valid and contactable address for that channel. For example, to change from the Facebook editor to the SMS editor, three conditions must be met:

  1. You must have the right to access this channel.
  2. There must be a valid mobile phone number in the customer record.
  3. That mobile phone number must be marked as "contactable" (checked).

Close (X)button

Closes the editor. If you have unsaved changes, you will be prompted to save a draft of the message, discard your changes or cancel the action.

Post asmenu

Determines the type of social media post. The Facebook editor currently supports posting comments.

Select Templatemenu

Inserts the selected message template.

A message template is predefined text which can inserted into the body of an outbound message. Templates can contain style elements, such as bold, underline, colored text, etc. Templates may also contain fields which derive data from the customer record, such as first and last names, allowing you to easily customize and personalize the reply.

Message body

Compose your message in the body field. If you have selected a message template, it will will appear here. You can use the rich text controls to add style and formatting to the message. The built-in spell checker supports multiple languages.

Categorymenu

Categories provide a way to group related messages and calls, which is useful for tracking and analysis. Categories and sub-categories are defined by your site administrator as needed. Assigning messages to a category may be optional, or it may be mandatory, depending on your site settings.

Subcategorymenu

Subcategories provide an additional level of reporting. For example, you might have a category of "Sales" and subcategories for your various product lines. Assigning a subcategory is optional, even if the primary category selection is required.

Schedulefield

Figure 14-2: Schedule Message Delivery

 

Allows you to schedule delivery of this message for a specified time in the future. You can type in a date and time in your site's current date format, or you can use the calendar and time sliders to a select the scheduled delivery. Click the Schedule: field to display the calendar widget. Click Send to add this message to the outgoing message queue.

Message scheduling is based on the time zone set for your instance of Engage, which may be different from your local time.

You can review scheduled messages before they've been sent by selecting them from the My Tasks panel. To reschedule the message for a different time, click the Edit button in the message panel.

Reviewcheckbox

When checked, the message will be flagged for review by a QA agent. This option appears when your site is configured to perform message quality assurance (QA). Some, all or none of your messages may receive QA review before being sent.

Sites that are configured to perform message review will also be configured to send messages within a specified time limit. If this time limit is reached before review of a flagged message has been completed, the message will be sent without that review.

Last saved timestamp

The time and date your message was last saved. Engage automatically saves your messages as you work on them. The timestamp message shows two states:

  • Not saved
  • Last saved time stamp

You can manually save your message by choosing Save Draft when closing a message with unsaved changes.

Discardbutton

PERMANENTLY discards the message without sending it. You will be prompted to save a draft of the message, discard your changes or cancel the action.

Once a message has been discarded it cannot be recovered.

Schedulefield

Allows you to schedule delivery of this message for a specified time in the future. You can type in a date and time in your site's current date format, or you can use the calendar and time sliders to a select the scheduled delivery. Click the Schedule: field to display the calendar widget. Click Send to add this message to the outgoing message queue.

Message scheduling is based on the time zone set for your Engage instance, which may be different from your local time.

You can review scheduled messages before they've been sent by selecting them from the my tasks panel. To reschedule the message for a different time, click the Editbutton in the message panel.

Send button

Sends the message. If the message has been scheduled, Send places the message in the outgoing message queue.

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Last modified
16:10, 11 Sep 2014

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