Facebook Messenger

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 use chat on our website.

Facebook Messenger sessions are handled by operators in the same interface similar to chat sessions.

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 operator is able to open text files and images without having to download them to a PC.

Sending of video and audio files is not allowed because of Facebook company policy.

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, see 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.

Automatic session termination

Based on Meta's documentation, the active session will be automatically terminated 168 hours after the client enters the queue, and the client is always informed of this fact a few minutes before the time limit expires.

Reconnect a session with a client

Since version 2.82 the operator can resume a session that has already been terminated. This allows you to reply to the client after a longer period, for example with a solution to their request.

The new session is simply called up from the session table in the details of the specific session.

For Facebook Messenger sessions, it is possible to resume the session in this way after 24 hours from the client's last message.