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 streamlines each comment, post, and message into your LiveAgent inbox, and then 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!
Why is this integration so valuable?
Integrating LiveAgent with Facebook is a game-changer because:
- The system keeps track of all messages, comments, and mentions and ensures that you respond to every single one
- It boosts agent productivity
- It’s more secure (more than sharing your login credentials with multiple employees that are responsible for answering social media messages)
- It won’t require you to pass the Facebook admin role to your employees
- It eliminates the need to monitor multiple accounts and devices daily
- It improves response time
- It boosts customer satisfaction
- It can contribute to more sales and higher revenue
- It makes social media customer service easy
- It eliminates stress
- It allows you to manage and monitor multiple Facebook business accounts
- It’s cost-effective
Convinced you don’t need to provide support on Facebook? Think again!
If you’re not using Facebook as a customer support channel, you’re not living in the 21st century! As of 2021, there are almost 2.8 billion monthly active users on Facebook. Moreover, modern customers are tech-savvy digital natives and avid Facebook users that demand social media be treated just like any other support channel. In fact, according to a survey by Conversocial, 54% of customers prefer social media for customer service over the phone or email.
If over half your customer base prefers social media as a customer support channel, they cannot be ignored. It’s time to cater to your customer’s needs and expectations and move your business into the 21st century.
How to integrate Facebook with LiveAgent
Follow these steps to start answering Facebook messages via LiveAgent today!
- Log in to LiveAgent
- Click Configuration (cogwheel icon on the left menu bar)
- Click Facebook and Instagram
- Click Accounts
- Click Connect
- 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 Continue As
- When this message pops up: ”LiveAgent would like to manage your Pages, publish as Pages you manage and access your Facebook Page’s messages.” Please accept it by pressing OK
- Head back to LiveAgent 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
- Fetch private messages
What can you do with the Facebook integration?
By activating the Facebook integration, 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
Start saving your precious time and hard-earned money
Empower your support team by giving them the right tools. Eliminate the neverending distractions (pings from private messages, notifications, and distracting memes or viral cat videos) today.
LiveAgent keeps your agents on track, improves their productivity, and saves you money at the same time. How? Well implementing this feature doesn’t cost you anything, unless of course, you’re purchasing it as an add-on to your Ticket or Ticket+Chat plan.
In addition to that, the ticket resolution cost with social media integrations is lower than that of email or the phone.
Want to keep your help desk organized to the T?
LiveAgent can automatically resolve Facebook tickets once you’ve responded to them, making ticket archiving a piece of cake. If a customer follows up or messages you again, the system will automatically open the ticket once more. There’s no need to constantly monitor ticket states, LiveAgent will take care of everything, and notify you whenever your response is needed.
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LiveAgent empowers our agents to provide better, faster, and more accurate support.
LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.
We have been using LiveAgent since August and we are really satisfied with it.
Since we are using LiveAgent our response time improved by 60%.
Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.
I have to say, I have never experienced such a professional customer approach.
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We find LiveAgent to be the best live chat solution by far.
We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.
With LiveAgent we’re able to give our customers support wherever they are.
I can recommend LiveAgent to anyone interested in making their customer service better and more effective.
I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.
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LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!
We like it because it is easy to use and offers great functionality, such as useful reporting features.
We love LiveAgent - it makes supporting our customers easy.
We like to offer our customers the best support experience. That’s why we chose LiveAgent.
From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.
LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.
Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.
We’ve been using LiveAgent since 2013. We can't imagine working without it.
It's a cost-effective solution that can help you with a large amount of support requests via different channels.
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Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.
LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...
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I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.
The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
We see LiveAgent as a great tool for communicating with customers.
LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.
Simply put - LiveAgent beats everything out there at this, or even higher, price-points.
We keep your data secure as can be
LiveAgent eliminates the need to share Facebook login credentials amongst your employees. Once your Facebook account is connected with LiveAgent, all of your employees can answer messages and comments without having to log in to the platform.
This is great because it significantly reduces the chance of data leaks and stolen data. Your employees won’t have to worry about writing down passwords, losing them, or staying logged in to your Facebook on public computers.
Keep customer satisfaction at an all-time high
LiveAgent connects with your Facebook page and tracks all wall posts, comments, and private messages so you can have your fans and haters under control 24/7. Everything is tracked and transformed into Tickets so your customer support Agents can react as soon as a complaint is registered and thus put out the fire before it spreads. With LiveAgent, you have 100% certainty that nothing gets lost on Facebook.
Knowledge base resources
Additional information about setting up the Facebook application for standalone accounts.
Streamline your Twitter support today
Answer Tweets and comments directly from your help desk starting today. Start your free 14-day trial now. No credit card required.
Still missing some information?
Don’t hesitate to contact us on email (firstname.lastname@example.org), live chat, or the phone. We’ll be happy to help and provide any additional information that you may need.
Frequently asked questions
What is a Facebook integration?
A Facebook help desk integration streamlines each comment, post, and message into your help desk inbox, and then converts it into a ticket. From there, agents can respond to each ticket just as if they would on Facebook.
Why should I integrate Facebook with my help desk?
To improve customer satisfaction, improve response times, and to ensure each Facebook message and comment is acknowledged and answered.
How can I connect Facebook with my help desk?
Each help desk has a different, unique set of instructions for connecting it with Facebook. In LiveAgent, you have to navigate to Configuration, Facebook and Instagram, Accounts and then click Connect. Authorize LiveAgent to fetch and read messages, and you’re done.