Facebook

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!

1. Log in to LiveAgent
2. Click Configuration (cogwheel icon on the left menu bar)
3. Click Facebook and Instagram
4. Click Accounts
5. Click Connect
6. 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
7. 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
8. 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

9. Select the department into which you want to route incoming Facebook tickets 
10. Click Save

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 Small or Medium 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.

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

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.

Still missing some information?

Don’t hesitate to contact us on email (support@liveagent.com), live chat, or the phone. We’ll be happy to help and provide any additional information that you may need.