Agents can receive Facebook Messenger messages from the customer, but they are not able to send a reply. What should I do?
When agent replies are not seen in Facebook Messenger or other messenger integrations, that means that the particular messenger integration has not been enabled to be used for outbound chat.
In order for agents to be able to send outbound messages, Facebook Messenger (or any other messenger integration account that you would like to be used) needs to be specified as an outbound chat account, and the outbound chat account needs to be enabled on the chat service.
Follow these steps to set the outbound chat account:
- In the Contact Center Administrator application, go to section Services & Campaigns, and select the desired chat service.
- On the chat service's Properties tab, find the Outbound chat accounts property and click add to add the messenger integration account that you would like agents to use for sending chat messages to customers. You may add multiple integration accounts of differing types (e.g., Facebook Messenger, LINE, Telegram, etc.).
In chats, the channel selector does not display any messenger types, even though messenger integration accounts are configured for my contact center.
If the channel selector does not display any channel types, that could mean that no messenger integration accounts have been enabled to be used for outbound chats on the chat service. To fix this, see the answer to the question above.