You want to manage your Facebook/Messenger conversations from your desk? Nothing could be easier! This article will guide you step by step... 

1. Channel activation

To use Messenger, the Messenger channel must first be enabled on your account. If it isn't, contact your iAdvize Customer Success Manager.

2. Facebook Messenger synchronization

Messenger is displayed on your website through an iAdvize notification. In a targeting rule, select Messenger as the "Conversation channel": the notification button then opens Messenger instead of the chat. Messenger is only offered when a page is connected to the project, and it is not available for custom (fixed) button notifications.

In the first step, you must associate your Facebook page or pages with your SID:

Add your Facebook Messenger account directly in the iAdvize administration by this way :

Settings > Advanced settings > Messenger > Add new pages

• Next, you will be directed to a Facebook interface to log in to the administrator account associated with the management of your Facebook pages:

• Choose the Businesses you want iAdvize Messenger to access

• Multiple Facebook pages can be connected to a single project (SID). To do this, you need to check the relevant pages in the interface below:

You can also choose to connect only one Facebook page to a project. In that case, you should check, still within the same interface, only the page associated with the SID with which you are logged in.

In the event that you choose to connect 2 Facebook accounts, you will then encounter this interface:

• Click on Save

• Click on Got it

You will then reach this interface in iAdvize:

• Select again the 2 relevant Facebook pages, and confirm by clicking on Next step

• This interface will confirm the synchronization of your 2 Facebook pages under the same SID

• You now see your 2 Facebook pages connected to your SID

When we synchronize your account "Messenger", it is your Facebook page and all private messages associated with it.

Therefore, we collect all private messages addressed to this page via the following ways:

- Through iAdvize notifications whose conversation channel is Messenger (redirect to Messenger);

- Via the "Message" button placed on your Facebook page.

Vice-versa, messages are also present in your Facebook private messaging page.

So this is the same messaging system that is available on several devices :

- Messenger on desktop http://www.messenger.com;

- Messenger mobile application;

- Private messaging Facebook (desktop and mobile).

Like any iAdvize interaction element, the Messenger notification is displayed according to your targeting rules.

3. Activation of the channel for users

Last step: in the profile of each user who answers Messenger messages, in the "Communication" section, turn on "Activation of social & 3rd party channels".

In the "Expertise" section, add to the "Projects" field the project(s) (SID) where the Messenger page and the rules are set up. The user then receives Messenger messages in their conversation panel.

 

4. Create a campaign and targeting rule for social and 3rd party channels

First of all, the creation of a campaign dedicated to the channel is necessary. Go to the following path: Engagement > Engagement strategies > Click on Create a strategy

 

 

• Then you just need to define a name for your strategy, and select Inbound as a type of strategy.

• Then select Messaging Apps as an entry point to engage your audience.

• Then select Facebook Messenger as a channel to engage your audience.

• To display Messenger on your website, create a separate strategy with the "Website" entry point. In its targeting rule (for example "Btn - Messenger"), select the notification, then Messenger as the "Conversation channel".

NB: It will not be necessary to add this rule (Btn - Messenger) to a distribution rule. In fact, as soon as it is created, the notification will automatically be displayed on your site according to the criteria entered in the targeting rule.

 

5. Create a rule

In the "Define your filtering rules" section, click "Add" to create a filtering rule that retrieves the conversations from this channel.

5.1 Create a filtering rule

• Name your filtering rule (for example "Get it all"). By default the rule has no condition and retrieves every message from the channel ("No condition: this is the default filtering rule for this campaign").
• To filter, turn on "Conditions, this is a conditional filtering rule", then click "Add condition".

• Collect all messages addressed to your Facebook Messenger account that meet these conditions

Condition	Settings	Value	Comment
Message content (1)	Match with wildcards / Does not match (with wildcards)	Text	The value can be used with * to expand it. Example : *bio* will also return antibiotic.
Hour	Greater or equal than / Lower or equal than	00:00 to 23:59, every 15 minutes	See 5.2
Day	Greater or equal than / Equal / Is not / Lower or equal than	Day of the week	See 5.2

 

⚠ (1) Warning: punctuation is not taken into account (?, !, ; etc...) 

 

⚠ In your filtering rules conditions (Facebook/Messenger, WhatsApp), make sure to respect these 4 elements:

• add key words in lower case and without accent
• use negative conditions such as: "Content of the message does not contain" to facilitate distribution
• do not use the ( | ) format

• but use one word per condition *word*

 

• Click "Create" to save the rule. The strategy is saved automatically; click "Publish" to activate it.

 

⚠ To retrieve all messages, leave the rule without any condition (default rule).

5.2 Create an hourly filter rule

Adding a time filter allows you to set up a differentiated treatment of conversations according to their creation date/time.

This type of rule can allow you to set up a specific distribution from 9am to 8pm and another distribution from 8pm to 9am. Or even the week/weekend.

How to do it ?

• Define the name of your filtering rule (for example "Opening Hours")
• Then, in the list of conditions choose the slots you want

Filter Hour

Filter Day

If you choose to filter conversations by time slots, make sure you cover the 24 hours of a day! If a time slot is forgotten, all messages received in that slot will not be sent to your advisors' desks.

The same is true if you choose to filter by day of the week: don't forget one!

Example : I want a filtering rule for messages from 8:30am to 8pm, and others for the rest of the day. The conditions of a single rule add up (all of them must be met): the night range crosses midnight, so it needs two rules.

1/ I create a filtering rule that I call "Working hours".
2/ In the conditions menu I click on "Hour".
3/ I create a condition Hour "greater or equal than" 08:30. I validate.
4/ I create a second condition Hour "lower or equal than" 20:00. I validate.

 

I validate this first filtering rule.

5/ I create a filtering rule that I call "Non-working hours evening".
6/ In the conditions menu I click on "Hour".
7/ I create a condition Hour "greater or equal than" 20:00. I validate.
8/ I create a second condition Hour "lower or equal than" 23:59. I validate.
I validate this second filtering rule.
9/ I create a filtering rule that I call "Non-working hours morning".
10/ In the conditions menu I click on "Hour".
11/ I create a condition Hour "greater or equal than" 00:00. I validate.
12/ I create a second condition Hour "lower or equal than" 08:30. I validate.
I validate this third filtering rule.

The 24 hours of a day are covered, everything is good.
I continue my configuration.

 

Good to know :

• The defined times and days follow the project time zone (sid). You can check/edit the time zone of your project from your profile menu, Projects entry (Website time zone field).
• It is possible to combine day and time filters. Be careful to cover all days of the week and all hours.
• To make sure no message is lost, also add a rule without conditions: it catches the messages no other rule takes.

 

6. Add your filtering rule to a routing rule

After creating your filtering rule, add it to a new or existing routing rule, so that messages can be received by the dedicated agents. Click on "Engagement" > "Routing". 

You can also pick the routing rule directly in the filtering rule: "Route visitors messages to" > "Select a routing rule".