Facebook Settings

Steps to configure Facebook on your Multichannel site are detailed below.  Please note a prerequisite of this is that the Facebook page that we want to set up to carry out administration of must have a page that exists within Facebook.  Basically a Facebook Account and pages can’t be created by Multichannel – we can only be authorized to maintain a Facebook page (or pages).

Please Note: It is important that you read about adding a Facebook Account before creating same. 

The reason for this is that currently the agent / user that is logged in to Engage / Multi Channel is going to be the agent / user whose email address will be alerted from Facebook when accounts are due to expire etc.

As a result of this the agent / user account within Engage / Multi Channel really should contain an email address that is monitored by a shared inbox and not that of any individuals email account.   If an individual email account then the email inbox needs to be permanently monitored / forwarded if the agent / user should leave your organization.

For customers who are going to access Engage / Multi Channel via a Call Center login then the user record that is to add any Facebook account is best set up directly in to Engage / Multi Channel and a Facebook User either added only in Engage / Multi Channel or thru Call Center

The user record that must exist in Engage / MC needs to resemble the following regardless of where the agent / user is created from it should not be altered or removed anywhere.  The email address should be that of a shared inbox regardless of where the agent / user record is created.

Example user record in MC:

Application Settings

Channel Settings

Facebook Accounts

Any existing Facebook accounts that have been set up in Multichannel will display.

It is possible to retrieve Facebook messages for multiple Facebook accounts into your instance of Multichannel.

Add a New Account

Click on the Add Account button and the follow screen will display.  If the user that you are signed in as doesn’t contain an email address:

You need to nominate a user account where the email address is one that resolves itself it a ‘shared’ email inbox.  This way no individual is actually responsible for the Facebook Account(s) that you are monitoring from within Engage / MC.

If you have followed the manual from the beginning of the Facebook details you will have created this user record already and you will be logged in as this user.  If this is not the case please refer to the start of this manual and follow the steps including logging in as the Facebook User.

Enter the details of your Email and Password that is associated with your Facebook account. Click Log In, this will access the Facebook Multichannel application.

Click Go to App, this will access the application permissions.

If you click Cancel, this will stop the adding of the Facebook account.

The permissions screen will display;

Note: All permissions are required in order for the Facebook facility to work correctly within Multichannel

Click Allow without changing any options will allow all permissions for the Multichannel application for the selected Facebook account. Once processed the window will close, the Facebook account will be logged out of the Facebook website, and the Facebook account and associated pages will be loaded into Multichannel automatically.

At this point a customer record will be created for the Facebook account and each associated page. A Facebook virtual queue will also be created for each page. The first Facebook virtual queue will be set as the default Facebook virtual queue which can be seen on the Channel Settings tab.

Edit an Existing Page

Click edit  on any existing Facebook account, screen displays;

Tracking Rules

	To add a new Tracking Rule click Add Tracking Rule button.
Tracking Rule Type	This identifies the type of tracking required. At present the only rule is ‘keyword’ searches.  This search returns to CONTACT any matched ‘keyword(s)’ that are considered to be ‘public post’ searches in Facebook.  That is when you search in Facebook  as follows;     The searches that are returned will be those that appear under the heading of ‘public posts’:
Tracking Rule	Pattern to be tracked
Enabled	Ticked if this page is enabled (ie we are capturing Facebook interactions for this page); disabled if not.
Edit	Click on edit to maintain this tracking rule.

Click edit  on any existing tracking rule, screen displays;

If a tracking rule has successfully pulled Facebook posts or comments into Multichannel the rule cannot be deleted nor can the tracking rule text be altered. The only thing that can be done is that the rule itself could be enabled or disabled.

If a tracking rule has not successfully pulled Facebook posts or comments into Multichannel the rule can be maintained and deleted.