Facebook - How it Works

HOW IT WORKS (Facebook- FreshDesk integration)

  • Once configuration of Facebook with Freshdesk is done; your customer can ask questions or report complaints (interactions) from Facebook chat / Messanger. To know more about configuration, please visit http://freshengage.iengage.io/instructions .
  • Login / Signup on Facebook account
  • Open a chat with your App / Bot / Page in Messenger
  • Enter your question or complaint in chat
  • Interaction will go directly to FreshEngage and it will be categorized as questions, complaints and appreciations, find tags from interaction text and gives priority to each interaction, and it will be sent to your Freshdesk account as a ticket.

For better understanding please take a look at the image below.

 

Pic 1:  Customer asks questions through Facebook chat and FreshEngage sends quick response.

  • Login / Signup on FreshDesk account
  • In your FreshDesk account go to Tickets.
  • Select the ticket created through Facebook messenger. Now Agent can reply to the ticket by using Reply option or internal app Chat option.
  • Once the ticket is created in your Freshdesk account, one of your agent will respond to your customer’s ticket. There are two ways to respond your customer, one of them is by the default reply option provided by Freshdesk and another one is provided by FreshEngage chat option. You can use both options.

For better understanding please take a look at the image below.

 

Pic 2:  Ticket created in FD, and agent can respond using both options.

  • Open a chat with your App / Bot / Page in Messenger
  • You can see the agent's reply on your Question or Complaint. Below the agents reply you can see [Thanks/Satisfied] button. Customer can close the ticket by using [Thanks/Satisfied]. Here, the agent can also close the ticket using dropdown status in your Freshdesk account.

For better understanding please take a look at the image below.

 

 

Pic 3:  Conversation between customer and agent, Customer can close ticket from facebook chat

  • Once the ticket has been closed, FreshEngage will show you the summary of chat or conversation between the agent and customer.