Connecting (FB) Messenger

 

Integrating your Facebook Page with your CINNOX service can be a great way to streamline your customer support channels. By doing so, you can unify your communications and support requests into a single platform, making it easier for your team to manage and respond to customer inquiries.

Here's how it works: When visitors send private messages to your Facebook Page through Messenger, they will automatically be routed to your CINNOX service as enquiries. Your team can view and respond to those messages within your CINNOX dashboard and other customer support requests through your website, email, or other channels.

By bringing messages from Facebook into your CINNOX service, you'll be able to provide more consistent support to your customers without juggling multiple platforms or logins. Your team will also get a holistic view of each customer's support history, allowing them to provide more personalised and informed responses.

Integrating your Facebook Page with CINNOX can greatly enhance customer support capabilities, improve response times, and provide a better customer experience.

 

Connecting FB Messenger Video Tutorial

This video tutorial will walk you through a step-by-step guide to successfully integrate your Facebook Page with CINNOX. We'll cover everything from the initial set-up to the end. Let's dive in and get started!

 

Connect your Facebook Page

Go to Administration > Channels > Social from the navigation menu.

• On the Social Page, click Create Channel in the top-right corner.
  A pop-up window will display a list of sources you can connect to.
• Click Connect to Messenger.

 

Source

• Click Connect your Facebook Page Account in the Select Facebook Page
• On the pop-up Facebook login page that will appear, enter the email address or phone number and password for your Facebook Page.
• Click on the Log In button. Once you have successfully logged on, a pop-up window will display the Facebook Pages you have created under your account.

• Select the Page (s) you will add as source channel(s)
• Click on the Next button. A pop-up window for page permissions will appear.

• Make sure to allow the following permissions for CINNOX:

• Click on the Done button. A pop-up window confirms that the Facebook page has been linked to CINNOX. You can update what CINNOX can do in the Business Integrations Settings on your Facebook Page. To finish the setup, CINNOX may require additional steps.

• Click on the OK button.

• Confirm the Facebook Page that will be associated with your CINNOX Channel.

Configure your settings

Set how to distribute incoming enquiries from this Channel to the target destinations.

Channel Name

• Add a name for your Messenger channel. The channel name can be up to 40 characters.

Routing Settings and Sticky Routing

Select the Routing Rule and add Destinations based on the operational support to your Channel.
For more informaiton, please check our detailed Guide Alternative, Percentage, Time and Sticky Routing.

 

Auto-Message Settings

You can enable and configure the following Auto-Reply Messages:

• Welcome Message: Greetings are sent to customers when they first message you.
• Away Message: It is only sent if no staff can answer an enquiry.
• Custom Auto-Close Notification Message: It is sent when the chat room doesn't have a new message after 2 minutes, and the enquiry will be closed when the notification has been sent after 1 minute.
• Close Enquiry Message: This will be sent to the visitors' chatrooms when the staff or the system closes the enquiries.

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Reminder

• The limit of Welcome, Away, Custom Auto-Close Notification and Closed Enquiry Messages is 500 characters.
• Before configuring the Custom Auto-Close Notification Message function, you must enable the auto close feature for handled enquiries without new messages. For more information, please refer to the Managing Auto Close Enquiry page.

Display Name Format
You may include staff display names in your messages. Choose from the following options:

• No name to display
• Staff first name
• Staff first name + last name

Welcome Message

• CINNOX provides a default welcome message.
• Toggle the switch on to enable it.
• After toggling on it, you can change the default message according to your needs.

Away Message

• CINNOX provides a default away message.
• Toggle the switch on to enable it.
• After toggling on it, you can change the default message according to your needs.

Custom Auto-Close Notification Message

• Click the downward arrow icon.
• Enter your Auto-Close Notification Message in the box.
• You can preview the message in the chat room on the right-hand side of the grey box.

Close Enquiry Message

• CINNOX provides a default close enquiry message.
• Toggle the switch on to enable it.
• After toggling on it, you can change the default message according to your needs.

 

Enabling Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

• Toggle the switch on to enable the Channel Custom Info.
• A blank space adds the required basic information about the Channel.
• Click the Next button to complete all configurations, and the customised info appears on the Channel Custom Info.

The custom info is displayed on the staff side in the chat room section for the chat enquiry.

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Important

• You can customise the Channel Custom Info per Channel - Directory/Tag, Number, Social and Third Party Channel.
• Channel Custom Info is available for call and chat enquiries.
• The Channel Custom Info does not support Direct Staff Enquiry and Enquiry from the Campaign Web Link.
• The Channel Custom Info you can add is 10,000 chars per channel. Please ensure it is not more than the limit to work correctly.
• The Channel Custom Info will still be displayed as a chatbot message in the enquiry room if an enquiry is missed.

 

Created channels listed on the Social Page.

 

Managing Messenger Channels in CINNOX

To edit, suspend, or delete your Messenger channels in CINNOX, refer to this Guide's Managing Social Pages section.

 

Serving Chat Enquiries

Refer to Serving Chat Enquiries for more information on serving an enquiry via the Messenger channel.

 

Known Limitations

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• You can only connect Facebook Pages to CINNOX. You cannot connect CINNOX to other Facebook Accounts (e.g., Personal accounts).

• A Facebook Page account can only connect to one CINNOX service.

• When the connected Facebook channel loses its administrative privileges from your page, it automatically disconnects the channel source from your CINNOX service.

• Supported Text, Media Content-Types and Size Limit

  • You can only send up to 2,000 characters per message.
  • You cannot recall messages from Facebook or any Social enquiries.
  • You can only send files with sizes no greater than 25 MB.

• The maximum number of concurrent customers and visitors can message your CINNOX account is 200.

• Facebook Pages have a 24-hour idle conversation limit.
  A message will appear in the chat room when the staff attempts to send a message to the visitor, but the conversation has lapsed due to being idle and has reached the time limit : Sorry, your message can no longer be sent; the 24-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

 

Help and Support

If your CINNOX service is not receiving messages from your customers and visitors:

• Log into your Facebook account with Fan Page, then go to Settings & Privacy > Settings > Business Integrations.
• On the Business Integrations page, you should see CINNOX on the list of applications connected to your account.
• Click on the View and edit button.

• Verify that all permissions are toggled On, then click the Save button.

• Send a test message to your Facebook Page and check if your CINNOX service receives it.

If your CINNOX service is still not receiving any messages, contact our CINNOX Support Team at [email protected].

 

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You can visit the Facebook Help Center for more information about Creating a Facebook Page.