Facebook has changed the way people communicate with each other, and has created new opportunities for businesses to interact with their customers. Today most companies have a Facebook page, and people visiting your page can reach out to you using the “message button”
But Facebook has not been designed for businesses (yet!) so the problems that most companies run into are:
If more than 1 person is managing the account, it’s hard to collaborate
You can easily miss messages
If you want to share a message with your team, there is no forward option: just the usual copy/paste.
It’s very hard to have context about the person reaching out (is he/she an active user? did he/she reach out before on other channels? etc.)**** ****
The Front Facebook channel lets customers contact you using Facebook. It also lets your team see and respond to customer requests from within Front. The Facebook channel supports Facebook Pages, which are different from personal timelines. Facebook Pages help businesses, organizations, and brands share their stories and connect with people. If you don’t have a Page yet and and want to create one in less than 5 minutes, here is how to do it.
Now to add your page as a shared inbox, just go in Front > Settings > Inboxes > Add a new inbox > Facebook. You’ll now be able to:
Assign conversations to the right person in your team
Comment every message internally
Get real time activity about who in your team is working on what conversation
Use message templates
Apply rules (e.g.: if someones is reaching out on Sunday, auto reply with … )
Get analytics about the performance of your team
Have in context information about the person reaching out
Facebook was the most requested integration. Next week, we’ll release Twilio Voice. And as we mentioned in our public roadmap, the other ones we’re thinking about are: Olark, Truly, LinkedIn, Intercom, etc. Which one would you like to see next?