Daktela Facebook Messenger

Daktela Facebook Messenger is an unique communication channel which should be not missed out in any modern contact center. It allows quick and simple interconnection of your Facebook customers with Daktela`s contact center operators. Customers can contact your company via Facebook Messenger by sending a private message, which is then handled by a contact center`s operator based on predefined priorities and dialing strategies.





Basic Features


Mobile phones

Application Facebook Messenger is compatible with all smart phones and your customers thus will receive further easy and modern communication channel with your company. Sending messages is using data connection and it is free of charge.


Transcripts

The whole communication history via Daktela Facebook Messenger is saved. Anytime you can follow the whole transcript of communication history and it is possible to do the fulltext search.


Attachment and picture support

Daktela Facebook Messenger supports sending attachment in both directions. Your customer can take a picture by his/her mobile of eg. already delivered goods and send it by one click via Facebook Messenger to your technical support.


Transfer and consultation

An operator can transfer the chat to another operator or invite another operator or teamleader into his/her chat for consultation.


Chat status code

In every Facebook`s queue you can set own status code which will be chosen by your operators while leaving the chat. Based on that you can evaluate the most common types and areas of questions and make subsequent conclusions.


Processing multiple chats at the same time

Daktela allows you to process multiple Facebook chats at the same time, and this is especially useful when processing one chat is not efficient. You can even make or receive calls during handling the Facebook chat.


Advanced Functions



Processing multiple Facebook Messenger accounts

Daktela enables to connect each Facebook Messenger account with its own individual queue, which is created. The number of Facebook queues is not limited and thus it is possible to manage more Facebook sites within one contact center, which have a Facebook Messenger on. In each Facebook queue there can be added various operators, priorities or ringtones strategies.




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Facebook chat reports and statistics

Daktela provides a wide range of predefined Facebook chats reports which are calculated in real time. There are tools like realtime panel or LCD wallboard, which enables to use predefined wallboard widgets to build perfectly customized wallboards. The most commonly used reports are for example: number of Facebook chats in various queues, SLA, length of the chats and individual performance of operators.




Integration with Helpdesk and CRM

Daktela Facebook Messenger is integrated into the CRM system and Helpdesk. The operator already at the beginning of the chat sees customer’s contact card with complete communication history and all open and resolved helpdesk tickets. Once the chat is closed, the activity is automatically assigned to the communication history of the CRM contact. The operator can easily create a new helpdesk ticket from the Facebook chat or he/she can assign it to the existing one.