Ability to reply on Facebook Message after the 24-hour window
Agents handling a case on Facebook Messenger now have more time to respond to customers’ messages. Previously, if more than 24 hours elapsed between the customer's last message and the agent's reply, Facebook would not accept the reply as part of the same message thread. With our September release, agents will have up to 7 days to respond. This improves the handling of cases that require more time before solving them.
Post Archiving
We are improving the application performance to work faster with large posts, such as marketing communication, crisis situations, or viral posts on Facebook, Twitter or Instagram. Previously, large posts with hundreds of comments resulted in slow performance and related system malfunctions. These posts needed to be removed so that agents could continue to work.
To improve that, we have redesigned how our storage works and we will begin splitting those large posts into smaller chunks. We are introducing the Post Archive process, which will be rolled out in the upcoming weeks.
As a benefit, Brand Embassy will now be able to synchronize more than 5,000 comments per post.
How does it work?
Once the Main post reaches 250 comments, the 50 oldest comments and their respective cases will be archived into a separate post. Archived cases will be closed if they were not already. It is not possible to reply to or send additional messages on archived posts. This process is continuous, always keeping the most recent 200 messages active.
Example
Main post message count |
Number of messages + respective cases archived |
Number of Archived Posts |
Number of Active Messages |
250 |
50 |
1 |
200 |
500 |
300 |
6 |
200 |
1000 |
800 |
16 |
200 |
Show Details
A new option has been added to the Post menu - “Show details”. It has 2 primary purposes:
- Gives you a link to the archived posts mentioned above
- Gives you the post ID on the external platform that can be used in the routing rule “Exclude or Include based on Post ID”. Use this rule to route a specific marketing post either to the Sales team for more engagement or FYI keep an irrelevant viral post out of the agents’ inbox. Here is a guide to help you set it up.
Case Actions: Move case back to “Open”
You can now change the status of a case to “Open” state unless the case is Closed. This can be helpful when rerouting a case to another queue or assigning to a colleague.
SLA settings now support all channels
SLAs can be now defined for all channels.
Outbound API for Whatsapp and Facebook Messenger
You are now able to integrate via our API to send outbound messages. Based on the data you provide to our API, you can reach out to your customers proactively, create new conversations and contact your customers even outside the typical 24-hour window for the reply. These conversations are subject to certain terms and pricing.
Facebook supports the following use cases (for example):
- Send the user reminders or updates for an event they have registered for (e.g., RSVP'ed, purchased tickets). This tag may be used for upcoming events and events in progress.
- Notify the user of an update on a recent purchase.
- Notify the user of a non-recurring change to their application or account.
Whatsapp allows sending outbound messages via message templates that need to be approved by Facebook before they can be sent.
If you are interested in these features contact your Account Manager.
Advanced features for Apple Business Chat and Whatsapp Templates
Apple Business Chat
Apple Business Chat users can now manage the full scale of features offered by this channel directly in Brand Embassy. Each of the items below is available for end-to-end setup without any further assistance.
Rich Link. Lets you send a video or image in a chat bubble, and link to a URL through that bubble. Use this template type to send pictures of gift options, different phones, or packages available.
List Picker. Lets you send a list of options, such as sizes or colours. Use this template type so an agent can help refine a customer's gift selection.
Time Picker. Lets you send a list of available time slots. This template integrates with the calendars on the Apple device to help the customer make a good choice. Help your customers to book appointments or plan activities.
Apple Pay. Allows sending Apple Pay requests which your customers can use to quickly process payments.
iMessage Support. Displays an iOS app directly within Apple Business Chat. This can be used for embedded maps, purchased tickets overview, or filling out forms and other interactive options.
If you are interested in these features contact your Account Manager.
Message templates can now be set up directly in the Brand Embassy application. These can be used for outbound messaging (such as notifying a customer that his account has been updated or that he has an appointment at your office etc.) that can occur outside of the 24-hour window for replies. Our system tracks whether the template has been approved and is ready to use.
If you are interested in this feature contact your Account Manager.
Asynchronous Chat now allows Multi-threads
Our current asynchronous chat, called Messaging only supports a single active thread per customer. We are proud to announce that we now support multi-thread chats. This means that a customer can have multiple chats open at the same time - they can have a conversation with the Billing team and the Scheduling team to organize a new contract and the installation, simultaneously, from the same chat window.
As part of this feature:
- You will be able to choose whether the customer sees one chat thread or multiple chat threads per chat window
- Customers will be able to name threads in a way that makes sense to them, and filter to show only active threads.
- Customers will see unread messages notifications for each thread.
- Either customers or agents will be able to archive threads. Archived threads cannot be edited or reopened - similar to closing a case.
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