To use Facebook, you should have the channel activated in your iAdvize account. Please contact your CSM if it isn't already done.
Add your Facebook page directly in the iAdvize administration by this way :
Engagement > Settings > Facebook > Add new pages
Several pages could be synchronize at the same time in the iAdvize interface. You just have to select the pages and to validate this step. Then, you'll receive a confirmation message and the Facebook pages should appear in the iAdvize administration.
Global Facebook pages are able via iAdvize and it's possible to synchronize every single "daughter" page. Local Facebook pages are able to in iAdvize.
Following a Facebook constraint, you must repeat this process every two months.
The administrator could manually disconnect a Facebook page of the interface. If it happens, every messages collected will anymore appear in the picking-list. If Facebook is reconnected, every handling messages will appear again in the agent's desk.
3rd party channels expertise
The last step consist to add the 3rd party channels communication to your agents who have to answer to 3rd party channels messages.
By the way, a picking-list corresponded to one SID where the rules and the3rd party channels are synchronized. So, this requires that the user has the correct site associated in his "Expertise" field.
Facebook : Collect all messages posted on the Facebook Page matching these conditions
|The message||Contains (with wildcards) / Does not contain (with wildcards)||Text||The value can be used with * to expend it. Example : *bio* will also return antibiotic.|
|The content type||Is / Is not||A type with the list||Post / Comment / Reply to a comment / Private Message|
|The ID of the original content||Is / Is not||ID*||Mostly used to block the reception of comments on specific posts (such a marketing contests for example)|
|The name of the Page||Is / Is not||A name within the list||Let the user create rules for a specific page and then route them to the right agents|
*The ID value corresponds to value1_value2 in the url of the post from which you want to capture or exclude comments https://www.facebook.com/permalink.php?story_fbid=value2&id=value1
How to set up my targeting rules for Facebook?
- Go to this part of iAdvize: Engagement > Targeting > Facebook
- Then, click on the "+" (1) located at the top right to create your targeting rule.
- Give a name to your targeting rule (2)
- (3) You can activate this option to exclude every messages matches with the criteria below.
- Add targeting criteria (4) with a list of conditions (OR), mandatory criteria (AND) or exclusion (NO).
- Save your targeting rule to apply it (5).
In this case, the targeting rule will collect every private messages from the Facebook page "Cooktoys Nantes #7" and who contains the keywords "delivery" or "purchase". Then, you can route these messages to the right agents.