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Facebook Settings

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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

 

  • Facebook Application key
  • Display only fields for Admin Users
  • This is the key that we use to communicate with the Facebook API
  • Facebook Application Secret
  • Display only fields for Admin Users
  • This is provided to us by Facebook so we can communicate with them and the value is hidden and replaced by ********

 

 

 

Channel Settings

 

 

  • Default Virtual Queue
  • If any Facebook accounts are already configured for your site, the default Facebook account virtual queue will display here. Click on the dropdown list will allow you to select a new default virtual queue.
  • Note for super users: You do not have to create the virtual queue in Admin – Virtual Queues. Once the Facebook account is validated the virtual queue is automatically created.
  • Default  Inbound Category
  • If the Platform Integration Enabled option under Admin > Core Config Console is enabled, select the default category that must be added to enable API integration for the channel.
  • This option is not available if the Platform Integration Enabled option is not selected.

 

Facebook Accounts

 

 

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

 

  • To add a new Facebook account click Add Account button.
  • Account User Id
  • Displays the Facebook account user id. You are able to click on the account user id to launch the public view of the Facebook account.
  • Account Username
  • Displays the Facebook account name.
  • Created
  • The date and time the Facebook account was loaded into Multichannel
  • Created By
  • User who loaded the Facebook account into Multichannel
  • Link
  • Click on the Facebook icon to launch the public view of the Facebook account.
  • Refresh
  • Click on the refresh icon to reload the Facebook account and associated pages.
  • A refresh can only be performed if the access token for the Facebook account is valid.
  • Delete
  • Click on delete to remove this Facebook account and associated pages.

 

  • Facebook Account
  • Displays the Facebook account and name linked with this Facebook page.
  • Facebook Page
  • Displays the Facebook page id and name. You are able to click on the page id and name to launch the public view of the Facebook page.
  • Last Polled
  • This is the date/time that Multichannel last polled Facebook for any outbound/inbound posts, comments, or searches.
  • Polling intervals are determined at a site level and can only be altered by your Support Company or Reseller (users with super user access)
  • Background Last Polled
  • This is the date/time that Multichannel last polled Facebook for any likes or deleted on pages, posts, or comments.
  • Background polling intervals are determined at a site level and can only be altered by your Support Company or Reseller (users with super user access)
  • Enabled
  • Ticked if this page is enabled (ie we are capturing Facebook interactions for this page); disabled if not.
  • Valid Access Token
  • Ticked if this page has a valid access token; invalid if not.
  • Link
  • Click on the Facebook icon to launch the public view of the Facebook page.
  • Edit
  • Click on edit if you want to make changes to any existing Facebook page.
  • Delete
  • Click on delete to remove this Facebook page.

 

  • Refresh
  • Click on Refresh icon  to reload this page.

 

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;

 

 

  • Account ID
  • The Facebook Account Id. Clicking on this link will launch the public Facebook account.
  • Username
  • The username of the Facebook Account.
  • Created By
  • The userid of the agent who created this Facebook Account in Multichannel
  • Created
  • The date/time stamp this Facebook Account was created in Multichannel
  • Page ID
  • The Facebook Page Id. Clicking on this link will launch the public Facebook page.
  • Page Name
  • The page name of the Facebook Page.
  • Last Polled
  • This is the date/time that Multichannel last polled Facebook for any outbound/inbound posts, comments, or searches.
  • Background Last Polled
  • This is the date/time that Multichannel last polled Facebook for any likes or deleted on pages, posts, or comments.
  • Enabled
  • You can disable any traffic from your Facebook Page into Multichannel by un-ticking this field. When you want to enable it again (you want to recommence receipt of Facebook message to this Facebook Page into Multichannel tick this field. We will ascertain which of these messages we have not previously receipt and create the new messages in Multichannel
  • Valid Access Token
  • True = we can retrieve data from Facebook for the Page ID displayed.
  • False = we cannot retrieve data from Facebook for the Page ID displayed.

 

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;

 

 

  • Tracking Rule Type
  • Dropdown list containing the types of tracking that can be performed on Facebook.
  • Keyword Search is currently the only search option for Facebook but in future other searches may be possible hence we are allowing for multiple tracking rule types.
  • Tracking Rule
  • Pattern to be tracked. Multiple words (i.e. searches for strings of words like LiveOps Inc should be contained within double quotes (“LiveOps Inc”).  Failure to do so means that searching will be on both LiveOps and Inc
  • Enabled
  • You can disable any searching on a tracking rule by un-ticking this field. Tick this field to re-enable searching.

 

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.

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