Messenger

In this guide, you will learn how to configure the Messenger channel in your campaigns. It’s super easy and requires very basic configuration. Let’s get started!

General

In this section, you will configure parameters related to the functioning of the channel.

• Enable: Allows you to enable or disable the channel so that interactions are not received.
• Connector: Here, you must select a connector that will be used to receive and send messages. If you haven’t created one yet, you can create it from here by pressing the + icon.
• Strategy: Defines how interactions will be distributed among available users. See strategies
• Service Level: Allows you to set a desired maximum time in seconds for incoming interactions to be attended by a user. Then, on the campaign dashboard, you will be able to see the percentage of interactions that met this time. If the time is exceeded, it does not mean the interaction won’t be attended by a user; it just won’t affect the Service Level compliance percentage.
• Max Interactions: Indicates the maximum number of Messenger interactions that can be in the queue waiting to be attended by a user.
• Max Transfer Time: Sets the maximum time in seconds that the user to whom the interaction was transferred has to attend to it. After this time, the interaction will return to the original user who transferred it. If set to 0, there will be no maximum time for transfers.
• Bot on Start: A bot can be selected to connect with the client once the interaction enters the campaign.
• Bot on End: A bot can be selected to connect with the client once the user finishes the interaction.
• Max Time: The maximum time in seconds that an interaction can remain in the queue.
• Bot After Wait Time: If enabled, it allows you to assign a bot that will perform an action after the configured maximum wait time.
• Out of Hours: This is the message that will be sent to the client if an interaction arrives outside the campaign’s operating hours.