Talkdesk Digital Engagement: Social Messaging Channels for Administrators

This article features a guide for Administrators to manage Digital Engagement's Social Messaging channels.

Facebook Messenger

WhatsApp Business

 

Facebook Messenger

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Existing Touchpoints

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Access the “Admin” tab [1], click “Settings” [2] and then navigate to Channels [3]. Here, you will be able to access the settings for the channels enabled for a specific account.

Each channel features a label indicating the number of touchpoints configured for it.

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Click the Facebook Messenger channel, to proceed to its respective Touchpoints list. Touchpoints are the points of contact used by the contact person to interact with a specific brand. 

For “Facebook Messenger” channel, a Touchpoint represents a Facebook Page that is used to exchange messages between the brand and its customers.

This tab presents the following information, divided by columns:

  • “Facebook page”: Information on the location of the page.
  • “Page name”: The friendly name you defined for the page.
  • “Status”: Shows the status of the page (“Active” or “Inactive”).

 

Adding a New Touchpoint

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Click the Connect to Facebook button to connect to Facebook pages where you have Admin privileges.

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A new login window will appear, prompting you to log in to your Facebook Account. If you are not previously logged into Facebook, you will have to do so. If you are already logged in, the next step screen will appear automatically.

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After login or if the login had already been done, a confirmation window will appear. Click the Continue as… button to proceed.

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Now you can access a list of the Facebook pages you can connect to. Select the one(s) you wish to activate for your Talkdesk account.

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Next, you will need to confirm Talkdesk’s permissions regarding these pages. 

 

Note: Talkdesk may not work properly if you turn off these options.


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If the connection is successful, the Facebook page(s) you chose will appear in the Touchpoints list. By default, the status will be inactive, but following activation, conversations originating from these pages will appear to Agents in Conversations.

 

Managing Touchpoints

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Tap the Connect to Facebook button, then choose Edit Settings on the popup window to add new Facebook pages or remove existing pages from the touchpoints list.

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Here you can manage your Facebook pages. Select the pages you wish to add or deselect the ones you wish to remove. 

 

Note: When you remove a page, it will remain active on your Facebook account, however, it will no longer be connected to your Talkdesk Account. This means that Agents will not receive new messages sent to the removed touchpoint on Conversations.



Editing Touchpoint Configurations 

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You can click the Facebook page information to access the touchpoint’s configuration settings.

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Here, you’ll find an Edit button, which will take you to the editing screen, where you’ll be able to modify the settings.

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Use the “Routing type” dropdown menu to select either “Simplified Routing” or “Studio flow”.

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If you chose “Simplified routing”, then select one or more queues to associate with the touchpoint. 

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If you chose “Studio flow”, then click the “Connected Studio flow” dropdown to find the flow you wish to associate with the touchpoint. 

You can also click Config Studio flow, under the dropdown, to access the configurations of your selected flow.

Click Save to finish and apply your changes to the configurations.

 

Note: At this time, the following features are not available on Social Messaging channels:

  • Templates
  • Attachments
  • Context (Snapshot and notes tab)
  • Transfers
  • Start an outbound message



WhatsApp Business

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Existing Touchpoints

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After WhatsApp and Phone Number enablement for the account, WhatsApp will be visible in the Channels tab, along with its respective number of touchpoints (phone numbers enabled for the channel). To access the Channels, first go to Admin and then click on the Channels option.

Clicking on the “WhatsApp” section will open the touchpoints’ management page.

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Here you will find the following columns:

  • “Phone number”: List of touchpoints (phone numbers) enabled for WhatsApp channel.
  • “Friendly name”: For easier identification, each phone number can be attributed to a friendly name. This name is the same one you defined in the “Numbers” screen (Admin) of Talkdesk Classic, but here you’ll have the option to customize the name for the WhatsApp channel.
  • “Routing”: “Simplified routing” or “Studio” are the routing options. This is configurable via the Edit button.
  • “Assigned to”:
          • Name of the Queues associated with the touchpoint if simplified routing is selected.
          • Name of the studio flow associated with the touchpoint if Studio is selected.

Note: Only agents belonging to these Queues will receive the conversations in their inbox

  • “More Actions” button (“...”)”: Access to the Edit mode, where you can manage the configurations of a specific touchpoint

 

Number Configuration

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From the list of touchpoints, click on a specific phone number to show the settings configured for that same touchpoint.

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The settings page also has an Edit button, which you can use to go to the configuration editor of the selected touchpoint.

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Use the “Routing type” dropdown menu to select either “Simplified Routing” or “Studio flow”.

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If you chose “Simplified routing”, then select one or more queues to associate with the touchpoint.

If you chose “Studio flow”, then click the “Connected Studio flow” dropdown to find the flow you wish to associate with the touchpoint.

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You can also click Config Studio flow to access the configurations of your selected flow.

Click Save to finish and apply your changes to the configurations.

 

Note: At this time, the following features are not available on Social Messaging channels:

  • Templates
  • Attachments
  • Context (Snapshot and notes tab)
  • Transfers
  • Start an outbound message
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