Facebook chat list guide

1. Multi account homepage management

In [Settings] – [Channel] – [Messenger&Comments], bind your authorized Facebook account and home page, and you can manage multiple home pages on the SalesSmartly platform, achieve one-stop chat, receive, send and process Messenger messages and home page post comments on multiple home pages. You don’t have to switch the homepage repeatedly to reply to user messages, which helps you reply to Messenger and home page post comments more easily and quickly.

In the chat interface, it supports one-stop chat with multiple homepage messages. You can quickly filter the conversation messages of the corresponding homepage and view the channel name and basic user information to which the user belongs. Messenger channel supports sending content in text, picture, audio, video and other formats, and Facebook post comment message supports likes, comments back, comments deletion and hidden comments.

2. Customer service chat function point

• Support for handling Messenger messages after more than 24 hours

On SalesSmartly, the customer service only needs to select the tag related to the content to send the message after 24 hours of Messenger processing.

• Support to view the source of ad posts when users initiate chat

In the chat interface, you can view which ad post the user came in to chat with you, understand in depth what makes the user interact with the brand, and help you analyze the effect of the ad post and improve the user’s portrait. In this way, when chatting, you can carry out targeted chat according to the advertising posts when users start chatting, which can promote a high order rate.

• Support multi language real-time translation

Salesmartly supports real-time translation of all messages or single messages in multiple languages, so that you can quickly understand the meaning expressed by users when chatting. It can overcome language barriers and help you chat better.

• Support tagging visitor tags

When you chat with users, you can tag them, such as “intended users”, “potential users”, etc. After labeling, it is more convenient to send messages or emails to users in groups.

• Support sending FAQs

Improve the common questions and answers through [Knowledge Base]. After the robot hosting is enabled, when the questions asked by the user match the knowledge base, the robot will reply to the user’s message according to the answers set in the knowledge base.
In the chat interface, you can click “Send FAQ” and directly select the answer content in the knowledge base to reply to the user message. Use FAQs to improve the efficiency of replies, so that you can quickly reply to common and repeated questions.

3. Bulk messaging

Support mass sending of messages from Messenger, Line, Whatsapp and other channels to users (Whatsapp can manually upload number lead packages for multi batch mass sending).
In [Contacts], filter out the Messenger users, check the users in batch and click “Mass Message” to send messages to the target customer group. Mass message content supports text, pictures and attachments.

4. Robot automatic response

With robot automation, you can greatly improve the efficiency of handling visitor messages and solving visitor problems, and help you increase sales.
When setting automation, there are general triggers, such as “keyword”, “inquiry order”, “logistics policy”, etc. The message sent by the user contains the keyword, inquiry order or logistics policy information you set, and the action is triggered. There are also triggers specifically for Facebook, namely “click on ads”, “messenger address”, and “Messenger chat plug-in”. That is, when users click on the ads in your home page, click on the Messenger link, or open the Messenger chat plug-in, the following processes will be triggered, such as sending messages to users, assigning customer service to them, replying to Facebook comments, etc.
SaleSmarly also provides you with an automatic template specially applied to Facebook, namely [FB comment auto reply], which can automatically reply to comments, delete comments, hide comments, etc. according to the FB homepage comment intention. In addition to this template, there are other templates for you to use in Fb chat, such as [Product Consultation Template], [Consultation Order Template], and [Logistics Policy Template] to quickly process Messenger messages or home page post comments.
You can also select the condition of “Specify Home Page Posts”, select the applicable posts for specific operations, so that you can distinguish posts, and carry out targeted content recovery and strategies for different posts. For example, for different advertisement posts, you can automatically send different product links.

5.  Team collaboration and conversation

• Meet the collaboration process of large-scale customer service team

The new session message is in robot managed/unassigned status by default. It supports the customer service agent to manually access and automatically assign the session message to the agent name, while meeting the multi person collaboration scenarios such as transferring the session to other role customer service. At the same time, the customer service personnel can end the conversation message and mark the conversation tag, which is convenient for the conversation archiving to chat with the supervisor for quality inspection.

• Support subdivision of customer service authority

It supports the configuration of customer service functions and data permissions. The customer service can manage its own session messages, view the information of the corresponding contact, and set other customer service sessions invisible. It realizes the isolation of customer service session data, ensures the privacy of customer service sessions, and is conducive to personal performance statistics.

• Session archiving and quality inspection

After the session is over, you can view the session record, user rating and user feedback in the Session Management to facilitate supervisors’ supervision, chat quality inspection and performance rating. In addition, you can also “chat back” to restart chatting with users.

6. Mobile device reply

• Support applet and APP to process messages, and official account can receive new message notifications in real time

Make it easier for you to handle Messenger messages and home page post messages

• The following is the QR code of SalesSmartly’s official account, applet and Android application: