Medallia Concierge now provides the ability for our customers to add-on a Facebook feature to their Medallia Concierge Service. This option is included on all services and located in your Admin Settings. By adding the Facebook feature, you will be able to link your Facebook messages to your Medallia Concierge service. This allows the end-user (your customer) to send a Private Direct Facebook Message to you, and have the message processed in the Medallia Concierge platform, and displayed in your Medallia Concierge Inbox.
Getting Started
Setup
Ensure you have a Facebook Page created for your business and that you have the Administrator account for the Page you want to link to Medallia Concierge.
Within Medallia Concierge, go to Admin Settings > Channels > Facebook Messenger.
Click the green Authorize button. If you see the gray deauthorize button, this means that you are already authenticated (logged in) to Facebook. Verify you are logged in using the correct Administrator account of the page you want to link, otherwise, click the deauthorize button and authorize once again using the correct account.
Once authorized with the Administrator account, you'll see the Pages where your account is an Administrator. Select the Page you'd like to link.
Click the Connect button on the Page you want to link to Medallia Concierge.
Basic Messaging
Once setup is complete, any Facebook user may send a message to the Business' Facebook page linked to the Medallia Concierge service (from any Facebook Messenger client) and the message will be displayed in the Medallia Concierge conversation list in Dashboard. Medallia Concierge users may respond to the customer and the response will be sent immediately to the Facebook user via Facebook Messenger.
Attachments
Medallia Concierge Messenger integration fully supports image attachment both for sending and receiving.
Automations
Automations fully support interaction via Facebook Messenger. If an automation has the Facebook Messenger channel type enabled, automations may be triggered via Facebook Messenger and responses will be sent via Facebook Messenger just as they are for email and SMS.
Contact Info
Whenever a Facebook user sends a message to a Medallia Concierge service, Facebook includes the contact's name. If the Medallia Concierge Contact has no name set, Medallia Concierge will store the name sent by Facebook. The first part of the name (everything before the first space) will be stored as the first name in Medallia Concierge. Everything after the first space will be stored as the last name.