Adding a Facebook Gateway

There are two ways to add a new Facebook gateway:

Copy an existing Facebook gateway.
Add a new gateway.

Note: Before you can set up a social media message gateway, your company must have its own social media third-party app.

We can create the app for you or help you create it. See Social Media Message Gateways.

Add the Gateway

In Studio, go to Message Gateway configuration. You see a list of universes. Each universe has an Edit Message Gateway button.
Note: The list of universes is restricted by your Studio user ID and role. This means you can only see the universes that you have been assigned to.
Choose Edit Message Gateway for your preferred universe. You see the message gateways index page, listing all the existing gateways in this universe.
From the toolbar, add a new gateway. You see the Message Gateway settings page.

The settings are organized into two sections: General Settings and Universe Settings. Follow the steps below to get started with editing the General Settings.

Edit the General Settings

In Description, enter a description for your Facebook gateway.

Note: This description will be shown to agents at the top of each Facebook chat. It should indicate what the Facebook chat is about, for example Personal Travel or Business Travel.
From Type of message gateway, select Social Media. You see additional boxes.
In Name, enter a name for your gateway.
For Enable reporting, select Yes to enable reporting for your Facebook gateway or No to disable it.

Note: For information about chat reporting, see Reporting.
In the Destination box, In Destination, you need to enter the code used by Syntelate XA to connect to the Facebook API. Enter FBAPI.
In Maximum file size for attachments, enter a file size limit in KB format, for example, 1024.
Tip: 1024 KB is 1 MB.
For Route records to the same agent?, select Yes if you want a customer to be passed to the same agent who handled their previous message.
Use Route to last agent window when you choose Route records to the same agent so that Syntelate XA knows which messages will be eligible for routing to the same agent. New messages will be routed to the same agent only if the new message is received by Syntelate XA within the window of time you specify here. Enter a number of minutes as a whole number, for example, 30.
For Allow inbound calls?, choose Yes if you want to prioritize inbound calls over Facebook Messenger chats; this will result in inbound calls being allowed to interrupt agents who are handling Facebook Messenger chats.

Next, you need to configure the gateway's Universe Settings.

Edit the Universe Settings

From Universe, select the universe that this gateway should be added to.
From Agent group, select the agent group that will handle this Facebook Messenger account.
From Smart text group, select the smart text a sentence or paragraph that an agent can quickly insert into a chat, for example "Goodbye and thank you for contacting us" group that will be available to agents handling this Facebook Messenger account.
From Customer table, select the table that contains your customers’ details, specifically your customers’ Facebook user IDs. Usually, this will be CONTACT.
From Customer table: Lookup field, select the column in your customer details table that contains customers’ Facebook user IDs. Usually, this field is FACEBOOK_ID.

Note: When a customer starts a Facebook chat, Syntelate XA matches against this field in your customer details table. If a match is found, the customer’s record is retrieved. If a match is not found, Syntelate XA creates a new record in your customer details table.
From Lookup type, select Phonenumber.
From Customer table: Customer ID field, select the field in your customer details table that contains unique customer IDs that Syntelate XA should use to match against the INTERACTION_X table. Usually, this is CONTACT_ID.
From Interaction table: Client table ID, select the field in the INTERACTION_X table that Syntelate XA should match against the Customer ID Field. Usually, this is CONTACT_ID.

Note: Your customer details table contains one record per customer. The INTERACTION_X table, on the other hand, contains one record per customer interaction (in other words, it contains one record for every web chat, phone call, and so on).

Both tables must contain a column for a unique customer ID. This is the Customer ID Field in your customer details table and the Client Table ID field in the INTERACTION_X table. Syntelate XA uses this unique ID to link each customer interaction (such as a web chat or phone call) to one of your customers.
Save your settings . The page refreshes. It shows you the gateway's settings that you just created. It also shows you some further configuration options.

You are now ready to explore those options. See below for further guidance.

What’s Next?

You’ve now added a basic Facebook gateway, but there’s more to do. See the following tasks:

Shortening URLs
Setting the Chat Disposition Codes
Setting the Chat Messages
Setting the Fields to Be Written to the Interaction Table (for example, to restrict the Facebook chat to a particular workzone)
Setting the Fields for New Customers (to write the customer’s Facebook user ID to your customer details table)

Once you’re happy with how your message gateway is configured, you need to set it to active before it can be used. See Making a Message Gateway Active/Dormant.