Facebook

Connect LiveAgent with Facebook to streamline your customer support, keep track of all messages and comments, boost agent productivity, and increase customer satisfaction with this game-changing integration.

Facebook is a free social networking website that allows registered users to create profiles, upload photos and videos, send messages and keep in touch with friends, family, and colleagues.

Connecting LiveAgent with Facebook enables LiveAgent users to respond to Facebook messages, posts, or comments directly from their LiveAgent dashboard (without having to log into Facebook itself), making it a very workflow efficient integration.

How does it work?

LiveAgent gathers each comment, post, and message in your LiveAgent inbox, and converts it into a ticket. From there, agents can respond to each ticket just as if they would on Facebook. The end result? Your customers won’t notice any difference other than your response speed!

What can you do with the Facebook integration?

By activating the Facebook integration feature, you can take all these actions directly from LiveAgent:

• Answer private/direct messages
• Send attachments, links, emojis, and GIFs
• Answer comments
• Like comments
• Delete comments by deleting tickets
• Resolve ticket by responding to it

How to integrate Facebook with LiveAgent

Integrating Facebook with LiveAgent can greatly enhance your customer support capabilities. However, it’s important to note that not all subscription plans include Facebook integration. The integration is included in the Large plan, but it can be purchased separately for the Small and Medium plans as well. Only the Free plan does not provide this integration.

Follow these steps to start answering Facebook messages via LiveAgent today!

1. Log in to LiveAgent
2. Click Configuration → Facebook and Instagram → click on Accounts (in case you have also the Instagram plugin activated) → and click on Connect button

3. A new pop-up window will appear and prompt you to log in to your Facebook account. Enter your login information or if you’re already logged in, click on “Continue as”.

4. Choose which Facebook pages you wish to integrate with LiveAgent and click “Next”.

5. There will be a new pop-up window with a list of Facebook permissions. Do not deactivate any of them to avoid issues with the integration. You can change these settings later on. Simply confirm the permissions by clicking on the “Done” button.

6. Wait for the confirmation of successful integration and click “OK”.

7. Head back to your LiveAgent account and choose which pages you want to connect and select the permissions you want to allow. You can choose from the following options: Fetch wall posts and Fetch private messages

8. For each page, you can select a specific department into which you want to route incoming Facebook tickets.
9. Click “Save” and you are all set!

Need more help with this integration? Check out this detailed guide for cloud-hosted accounts, or this article for the standalone versions of LiveAgent.

Additional information about setting up the Facebook application for standalone accounts.

Why is this integration so valuable?

Integrating LiveAgent with Facebook can be a game-changer for several reasons:

• The system keeps track of all messages, comments, and mentions and ensures that you respond to every single one.
• It can boost agent productivity by eliminating the need of switching between different platforms and, therefore, streamlining workflow.
• It keeps your data more secure because you don’t have to share your login details with multiple employees responsible for answering customer messages – reducing the chance of data leaks and stolen data.
• You don’t have to pass the Facebook admin role to your employees.
• It eliminates the need to daily monitor multiple accounts and devices. Everything you need will be accessible in the Universal inbox.
• The real-time monitoring of messages, comments, or mentions ensures that agents are able to respond promptly to customer inquiries, resulting in faster response times.
• The efficient management of customer inquiries, timely responses, and personalized support has a positive effect on customer satisfaction.
• You can boost sales and increase revenue by monitoring customer interactions, allowing agents to identify potential sales opportunities and make targeted sales efforts.
• You can easily manage and monitor multiple Facebook business accounts.
• It can automatically resolve tickets once you’ve responded to them and if a customer messages you again, LiveAgent automatically reopens the ticket and notifies you whenever your response is needed.

Ready to try our Facebook integration?

Let us take care of the heavy lifting and logistics, so you can focus on providing smooth and reliable support for all of your customers. Start your free 30-day trial today. No credit card required.