Transfer Facebook Messenger chat conversations to live agents

Configure the Advanced Work Assignment application to transfer a Facebook Messenger chat conversation initiated by a requester (customer contact or consumer) to a live agent.

Before you begin

Your administrator must have completed the following tasks:

• Activate Advanced Work Assignment.
• Install Conversational Integration with Facebook Messenger.
• Set the application scope to Conversational Integration with Facebook Messenger using the application picker. For more information, see Application picker.
• Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see Activate Conversational Messaging.

Role required: admin

About this task

Procedure

1. Enable the Facebook Messenger service channel.
   1. Navigate to Advanced Work Assignment > Settings > Service Channels.
   2. In the Name column of the Queues list, search for Line.
   3. Select Facebook Messenger.
   4. On the Service Channel form, select the Active check box.
   5. Select Update.
   For more information, see Service channels.
2. Automatically route work items for Facebook Messenger chat conversations to agents by configuring the queue for the Facebook Messenger service channel.
   1. Navigate to Advanced Work Assignment > Settings > Queues.
   2. In the Name column of the Queues list, search for Agent Facebook Messenger Queue.
   3. Select Agent Facebook Messenger Queue.
   4. On the Queue form, select the Active check box.
   5. Select Update.
   Note:

   By default, the Facebook Messenger - Most Capacity assignment rule is associated with the Agent Facebook Messenger Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the Facebook Messenger service channel.
   1. Navigate to Advanced Work Assignment > Settings > Presence States.
   2. In the Name column of the Presence States list, select an existing state.
   3. On the Presence State form, in the Service channels section, select the add icon > to move the Facebook Messenger service channel from the Available column to the Selected column.
   4. In the Apply to groups section of the Presence State form, select the add icon > to move the Agent Facebook Messenger Group group from the Available column to the Selected column.
      Note:

      You can ignore this step if you have selected the Apply to all groups check box.
   5. Select Update.
   For more information, see Configure agent presence states.