AntCRM - Instructions to managing chat with Facebook customers

Instructions to managing chat with Facebook customers

When a customer messages the page, the message will be brought to Omni - Facebook

The number of unread messages/comments will be displayed on the menu

To manage messages and provide customer support fastest, employees need to do the following steps: 

Step 1: Open Omni page

Step 2: Click on Facebook tab

Step 3: Click Inbox tab, you will see the message you just received from the Facebook customer

Here you can see the person assigned to support by hovering over the small avatar on the message (see image).

For Owners and admins in the support team, all messages can be seen

For employees in the support team, only unassigned messages and messages assigned to the agent can be seen

Step 4: Click on the message to chat support 

2.1. Instructions to send message for customer

Step 1: Enter the message content

Step 2: Press Enter to send message