FB Messenger

overview facebook messenger integration allows businesses to manage and respond to private messages sent to their facebook page it provides a direct, one on one communication channel for customers seeking support or sales assistance on the facebook platform how it works an administrator connects the company's facebook page to the platform when a customer sends a private message to the page's inbox, the system automatically creates a ticket and routes it to an agent the agent can then conduct a private conversation with the customer from their unified console, with all messages appearing in the customer's messenger app use cases private customer support a customer sends a private message with their order number to inquire about its status sales inquiries a potential customer sends a message to ask detailed questions about a product they saw in their feed escalation channel after a public comment, an agent asks the customer to "send us a private message" to resolve their specific issue with personal account details benefits secure, private conversations allows for the exchange of sensitive customer information (like order numbers or contact details) that cannot be shared publicly seamless transition from public to private provides an easy way to move conversations from public comments to a private channel for resolution centralized message handling ensures that all private messages are handled through the structured ticketing system rather than being missed in the native facebook inbox