With Syntelate XA’s Facebook integration, customers can send your agents chat messages in Facebook Messenger (“Messenger”).
Agent Experience
Agents will see Facebook chats on their Syntelate XA Agent Desktop.
Their messages are sent to Messenger.
Customer Experience
A Facebook chat begins when a customer sends a message in Messenger on a monitored Facebook page or in the Messenger app.
Features
Some of the key features of Facebook chat in Syntelate XA are described below.
Sentiment Analysis
Sentiment Analysis helps agents create a positive experience for customers. When Sentiment Analysis is enabled, Syntelate XA displays a sentiment rating for each inbound and outbound chat message. Possible ratings are positive, neutral or negative. The customer does not see the sentiment ratings. Only the agent can see them.
Configuration
If you add Sentiment Analysis to one of your channels, Inisoft Support will configure it for you.
When it is implemented, you have the ability to control whether Sentiment Analysis is on or off. You can switch Sentiment Analysis on and off using the SentimentAnalysis setting in the GENERAL table.
Availability
The AI features in Syntelate XA are powered by the Azure OpenAI API and are available individually as add-ons. See Channels for more information.
Agent Experience
For more information on the agent experience of Sentiment Analysis, see Handling Chats.
Sentiment Analysis Reporting
You can add a Sentiment Analysis report to your Syntelate XA Dashboard Desktop. With this report, supervisors can monitor the average sentiment ratings of customer interactions by channel. See Sentiment Analysis in the
Smart Text
Smart text is text that an agent can quickly insert into a chat, for example Hi, [CONTACT.FORENAME]. I can help you with that.
Smart text can include references to data. For example, when an agent sends the above smart text, [CONTACT.FORENAME] would be replaced with the customer’s first name: Hi, Emily. I can help you with that.
Multiple Facebook Pages
You can monitor multiple Facebook pages, such as Inisoft Travel Personal and Inisoft Travel Business. You can associate each Facebook page with a different agent group.
Note: When a user comments on a Facebook page, Facebook assigns them a unique ID for that page.
Because of this, if you wish to support multiple Facebook pages, you must store (or at least be able to store) multiple Facebook IDs per customer. For more information, see
Transfer
Agents can transfer a Facebook chat. Syntelate XA will then pass the chat to another agent who is assigned to the same Facebook page.
Handle Multiple Chats
Agents can handle multiple chats at a time — you can choose how many. This can even be multichannel: Facebook, web, SMS, and other social media chats.
Attachments and Embedded Media
Facebook Messenger lets your customers send the following content to your agents:
- Photos
- Stickers
- Animated GIFs
- Emojis
- Files
- Likes
Note: Syntelate XA does not let agents send your customers any photos or other types of multimedia.
Integration
To use Facebook with Syntelate XA, your company needs its own Syntelate XA Facebook app and then needs to create a social media message gateway in Syntelate XA. See
More Information
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Explains how chat (which includes web chat, SMS chat, and social media chat) works from an agent’s point of view. |
| Designer | Explains how to design desktops for your agents. To let your agents handle chats, add a Chat element to the desktop. |
| Smart Text Editor | Explains how to configure smart text for chat. |