Comments that devolve into purely political discussions may be locked and people in violation may get banned if they are also violating Rule 9.Ģ. If not obvious, you should submit the link as a self-post and include an explanation. All posts to r/Android must be related to the Android OS or ecosystem in some way.Only submissions that are directly related to Android are allowed. Over content which benefits only the individual (technical questions, helpīuying/selling, rants, self-promotion, etc.) which will be removed if it's in violation of the rules. You can add or remove Pages owned by the connected Facebook account at any time by clicking Manage next to the Connected Facebook Pages header on the Inbox settings page.Join us on Lemmy Chat with us on Matrix Chat on our Telegram group Secret TunnelĬontent which benefits the community (news, rumours, and discussions) is generally allowed and is valued You're all set - now you'll see Messenger conversations going forward in this Help Scout Inbox! □Ĭhange Settings or Remove the Messenger Channel Note: You can only connect one Facebook account to any one Help Scout account, but you can choose multiple Pages owned by that Facebook account. More about that here: What's New With the Inbox.Ĭontinue with Facebook, making sure that you're logging in as the Admin for the Facebook page you wish to connect.Ĭhoose the Page(s) you want to connect and click You'll head to Manage > Mailbox(es) > if you're not yet using the new Inbox. Scroll to find the Channels section and click Connect next to Messenger from Facebook. Head to Manage > Inbox(es) > in Help Scout. For more Help on Facebook Page permissions see Manage roles for your Facebook Page in Facebook's Help Center. Any Help Scout user with access to the Inbox can view and interact with the conversations according to their permissions after connection.įor more help on Help Scout permissions see User Roles and Permissions. You must be a Help Scout Administrator or Account Owner and an Admin for the Facebook Page you want to connect to complete this setup. Just remember if you send a reply back directly in Messenger while you're there, it will not sync back to Help Scout. You will need to pop back into Messenger if you need to confirm your customer has read your reply. Read receipts will not appear in Help Scout.You cannot send voice memos, photos, videos, avatars, stickers, or thumbs up reactions from Help Scout. You cannot send attachments or media back to the customer through Help Scout.You won't see reaction emojis in Help Scout.Īlso known as tapbacks, these are emojis that Messenger users can apply to a single message as a reaction.Voice memos, photos, videos, avatars, stickers, or thumbs up reactions sent by your customer via Messenger will all show as attachments in Help Scout. Media your customers send in Messenger will come to Help Scout as attachments to the conversation.There are also a few differences with Help Scout conversations compared to handling them directly in Messenger that are worth noting as your team makes the switch. You cannot split out threads from Messenger conversations to create new conversations manually. You cannot reply to an expired Messenger conversation. Messenger considers a conversation expired if 7 days have passed with no customer reply. Further replies to and from a Messenger customer will continue within a single Help Scout conversation.Ī new conversation starts in Help Scout if the previous one reaches 100 threads (each reply from a Help Scout user or the customer is a thread), or the conversation has expired at Messenger.Note that while you cannot format text as a link, Messenger will automatically recognize URLs in the text (for example, ) and these will appear as links for your customers. The reply editor does not include the formatting toolbar for these conversations in Help Scout. Messenger does not support text formatting like italic or bold. Formatting is not available when responding to Messenger conversations.Replies to Messenger conversations will only go to the customer that initiated the conversation via Messenger. You cannot use the Change Customer feature on any Messenger based conversation.Replies only go through Messenger, even if you have merged the customer profile with one that has an email address, and you cannot CC or BCC other parties or forward the Messenger conversation out of Help Scout, even if using Workflows. No outbound email will be sent with replies to Messenger conversations.See Merge Duplicate Customer Profiles for more help on that feature. You may choose add an email address to the Messenger customer profile and merge it with another customer profile in Help Scout to keep conversation history together if you know the customer's email address. Conversations will not include an email address.įacebook does not share a user's email address in a Messenger conversation.
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