Enhanced channels can be used by businesses that require advanced messaging capabilities and need to support larger volumes of customer interactions. With enhanced channels, customers can interact with chatbots, send images and files, and receive proactive notifications. These channels can be useful for quickly getting started with messaging, but may not provide all the advanced features that some organizations require.Īn enhanced channel provides more advanced messaging capabilities than a standard channel. Standard channels are suitable for small businesses with basic messaging requirements. ![]() In the Channels section, click “New Channel” and select “Facebook Messenger.” You can choose whether to create a standard or enhanced channel.Ī standard channel provides basic messaging capabilities, allowing customers to initiate a chat session with a support agent. Use this information to authenticate or log in to Facebook, so you can select the Facebook pages to use with Messaging.įrom Setup in Lightning Experience, enter “Messaging” in the Quick Find box, and select “Messaging Settings.” This will take you to the Messaging Settings page. Here are the steps to create a Facebook Messenger channel in Service Cloudīefore you start, you need a Facebook account, Facebook username, and password. To give the consumer a more individualized experience, you can use their name, previous purchases, and other details. It can be used to ask for comments, suggestions, and even complaints.Ĥ) Notifications: You can set up notifications for your Facebook Messenger channel to inform customers about order status updates, delivery status updates, and other relevant information.ĥ) Personalized Messaging: With Facebook Messenger, you can personalize your messaging and provide a more human touch to customer interactions. The channel can be used to answer client inquiries, deliver product information, and even close deals.ģ) Surveys and Feedback: Facebook Messenger is a great platform for running surveys and gathering customer feedback. Customers’ issues can be handled easily by your agents, who can also deliver a seamless experience.Ģ) Sales and Marketing: Facebook Messenger can be utilized for these activities as well. ![]() Here are some key goals that can be achieved by integrating Facebook Messenger with the Service Cloudġ) Customer Support: Facebook Messenger is a wonderful method for offering customer help. Voila! Let’s not waste more time and see what is stored in for us. This really helps save budget and have the features which adds value to the business. Without writing any piece of code, we can easily integrate Facebook Messenger with the Service Cloud that helps the agents easily communicate with customers and resolve issues. Social media sites like Facebook are among the most widely used outlets. ![]() In today’s digital age, businesses need to have multiple channels to reach their customers.
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