Adding Facebook Messenger channels

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22 Comments

  • Prakruti Hindia
    Zendesk Product Manager

    Wanted to drop an update about being able to distinguish between social messaging channels. 

    We have rolled out support to associate brand with a social messaging integration. For instance, we can assign brand A to FB page X. In order to route all messaging tickets from FB page X to certain group of agents, we can setup Support Triggers with -

    If Ticket is Created and Brand is A, then set Group

    - Prakruti

     

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  • Smagghe, Benoit

    Hi,

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Do you have any tips for that ?

    Thanks !

    2
  • Prakruti Hindia
    Zendesk Product Manager

    Hi Benoit, 

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Being able to distinguish between multiple integrations of the same channel within the same brand is not possible at the moment. Addressing it is on this year's roadmap. 

    - Prakruti

    3
  • Administration Account

    Please have a look at the article below and vote if you also have a demand to expand Facebook Pages integration.

    https://support.zendesk.com/hc/en-us/community/posts/1260804078669-Expand-the-limit-of-Facebook-Pages-integration

    0
  • Óskar Ómarsson

    Just wanted to add that my organization is also waiting for Zendesk to improve the handling of multiple Facebook pages.

    It is vital for us to be able to route messages to different pages to the correct groups.

    This appears to be possible with the old way to integrate Facebook private messages to Zendesk Support, very strange that this isn't supported from the get go with this new improved method of integrating Facebook messages into Zendesk.

     

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  • Julio Cesar
    Zendesk Luminary

    @..., you can route messages from multiple Facebook pages to differents groups by chosing a different brand for each facebook page. I don't know if this could help you, but it did help here.

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  • Óskar Ómarsson

    Thanks @... this helps.

     

    @Zendesk this sounds like this feature is a bit "undercooked" as using "Branding" feels very much like a workaround. 

    The assumption that brands and Facebook business pages have a one-to-one relationship is quite naive.

    @... how is the timeline for this?

    Best regards
    Oskar

    3
  • Amandine

    Hi guys,
    I have some concerns about Zendesk "solved" and Facebook "done" statuses.
    I would like that both act the same: a Zensek ticket marked as "solved" would change the Facebook status to "done" and a FB ticket moved to "done" would change the ZD ticket status to "solved".
    How can it be done?
    Thanks!
    Vincent

    0
  • Thomas D'Hoe
    Community Moderator

    Prakruti Hindia

    Do we have an update on this one? https://support.zendesk.com/hc/en-us/articles/4408835753370/comments/4408849125786

    We have a lot of customers where this is a problem because we can't route tickets based on the integration account level. Thanks

    1
  • Prakruti Hindia
    Zendesk Product Manager

    Hi everyone,

    We see that accounts setup a different social messaging profile for each of their brands. To address that, the capability to associate a social messaging integration to their brand was introduced.

    We have noted the feedback shared on this thread. Surfacing integration/business profile information for agent context and routing is on the roadmap. 

    -Prakruti

     

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  • Óskar Ómarsson

    Prakruti Hindia in your last reply, 8 months ago you stated that this was on the one year roadmap, now 8 months later you say that this feedback has been noted and this is on the roadmap. What does that mean? Are we talking about another 8 months? 24 months? Or is this yet another shortcoming of Zendesk that you are just not going to address at all?

    1
  • Elena

    Hello everyone,

    Do you know if this feature also support live chat with Facebook chat plugin (in my website) ?

    Thank you

    0
  • Dion
    Zendesk Customer Care
    Hi Elena,

    You can use the widget but it will come in like all other Facebook plugins (probably). Though they do not tell the difference between the Messenger web/app or this widget and apparently we do not support this.
     
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  • Gilles Vanagtmael

    Hi all!

    Any update on this one? https://support.zendesk.com/hc/en-us/articles/4408835753370/comments/4408849125786

    We notice that this is becoming more and more important and that some customers are even starting to drop out because of the lack of this functionality.

     

    Thanks!

    P+

    0
  • Nicole Saunders
    Zendesk Community Manager

    Hi Giuditta - 

    Can you confirm that you have Agent Workspace turned on? 

    0
  • Maximiliano Cooper

    Hi. I was told that Meta APIs do include information about where the user is navigating when they
    send a Facebook message, Zendesk plans to include this information somehow in the future?

    For eg. if a Facebook user is on a specific post and send a message to receive that ticket with the post url as context.

    Thanks!

    1
  • Simon
    Prakruti Hindia - Do you have an update on the below:

    Hi Benoit, 

    What if a Brand has several FB pages (one in country A and one in county B)
    All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
    As we cannot select the Integration account, I don't know if this set up is doable now.

    Being able to distinguish between multiple integrations of the same channel within the same brand is not possible at the moment. Addressing it is on this year's roadmap. 

    - Prakruti

    Thanks in advance. 

    0
  • Toshikazu Asaka

    We have been receiving scam such as

    "Important Notification:

    Your Facebook page is scheduled for permanent deletion due to a post that has infringed upon our trademark rights. We have reached this decision after a thorough review and in accordance with our intellectual property protection policies."

    How can I configure auto solve ticket or block in Admin setting?
    I have tried several ways with trigger, automation and chat trigger that didn't work at all. 

    Please advise if someone knows. Thank you!

    0
  • JR Lausin
    Zendesk Customer Care
    Hi Toshikazu,
     
    Upon checking the issue is already being look at by the premier team. This type of issue is best handle via ticket so I'm going to merge this request to your existing ticket.
     
    Sincerely,
    0
  • JR Lausin
    Zendesk Customer Care

    This request was closed and merged into request #12261555 "Hi Zendesk team. I have a questi...".

    0
  • MH Berk

    JR Lausin how was this spam issue resolved? Were having the same issue as Toshikazu Asaka 

    0
  • Gab
    Zendesk Customer Care
    Hi MH Berk, 
     
    With regards to receiving spam notifications for the Facebook channel, our Product team is working to update the conditions on triggers for the comment text/body to also read the body of these FB tickets. So you will be able to do this when we alter this functionality. 
     
    I recommend following our Announcements (https://support.zendesk.com/hc/en-us/sections/200623776-Announcements) & Release Notes (https://support.zendesk.com/hc/en-us/sections/360004061994-Release-Notes) from time to time to know more about our new features and to receive alerts for all enhancements as they are released. Thank you!
    0

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