Facebook Messenger is another of the mluvii channels. This is a switchable functionality. If you do not see the section and would like to use Facebook Messenger, please contact your sales representative or e-mail us at firstname.lastname@example.org.
Facebook Messenger sessions are handled by operators in the same interface similar to chat sessions. In each Facebook Messenger session, a profile photo from Facebook is displayed together with a small Facebook logo. In addition, the name of a specific FB page is displayed there.
Both the client and the operator can send text messages and emoticons. It is also possible to send files via the chat, the previews of which or at least their type the operator sees directly in the chat. The agent is able to open text files and images without having to download them to a PC. Video and audio files can also be played directly in mluvii. Files sent during a session are stored in mluvii among Session Files and can be accessed even after the session ends.
The range of supported files may be limited if you choose to block certain file types across the mluvii platform.
As with chat sessions, the operator can use the Contact Directory, has a history of previous communication and can enter the result of a session with a note after finishing.
In addition, available templates and tags can be used in the session. An ongoing session can also be redirected to another operator or group of operators.