To connect Facebook in Upservice, you need to go to the "Settings" section, then go to the "Channels" tab, click the "Connect channel" button:
Select the channel type "Facebook"
⚠️ Important: To connect Facebook as a channel in Upservice, you must have a created page on your Facebook account. You can read more about how to create a Facebook page here.
If there is no page created on your account, an error will occur when connecting the channel.
Next, you need to enter the "Name" of your channel and click the "Continue" button, after which you will be redirected to the Facebook authorization page itself, where you need to log in to your Facebook account and grant the permissions requested by the platform.
After you have clicked the "Continue" button and authorized in Facebook, the usual channel setup in our system follows.
Fill in the fields:
- Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
- Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
- Managers — company employees who will communicate with the users of your site;
- Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;
To set up the operators' working hours, drag the "Channel operating hours" slider to the right.
In the working hours settings, select the Time zone that will correspond to the working schedule of your company. It is important to select the time zone that matches the location of your office or the place where you provide services.
Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":
If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.
If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.
Auto-response for the customer - an auto-reply is an excellent feature for those who have a constant influx of requests from clients and may not have time to process everything at once. The auto-reply will be sent automatically after the client's message, after the amount of time that you specify. It depends on the operator's SLA time. Let's set the operator's SLA to 5 minutes, for example.
In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:
Set up Feedback from your clients.
To do this, activate the "Feedback" slider and specify the time — after what period the system will automatically ask to evaluate the quality of the consultation provided. The evaluation will be sent after the time you specified into the contact, counting from the last message of the client. But if the creation of tickets for this channel is connected, then the evaluation will be sent after you close the ticket with this contact.
Then we click on the "Save" button and our channel will be successfully saved:
Important note: From the Upservice interface itself with the connected Facebook integration - we cannot be the first to initiate correspondence with your client. A message in our system will appear only when your client themselves writes to you on "Facebook" on your page. After that, you will be able to correspond with them.
As soon as your client has written to your page on "Facebook" - the message will be displayed in the system:
You will see their messages in Upservice in the form of a new ticket, if you have ticket creation connected for the channel, or simply in the contact.