How does it work? 

1. By adding your Facebook page to SalesIQ, followers can initiate conversation using Facebook messenger and connect with your SalesIQ operators.
   
2. All the chats and media will be stored in Facebook messenger.

 How to integrate Facebook with SalesIQ? 

• In SalesIQ dashboard, navigate to Settings > Channels > Facebook . Click on Add to enable the channel.
  

• Read the user consent and click Accept.
  

• All your brands will be displayed here.
  
• Now, click on the Manage users in the top right corner.
  

• Click Add.
  

• Now, you will be redirected to a Facebook login page. Now enter your Facebook credentials to link your Facebook account with SalesIQ.
  

• Click on Edit access and enable permissions to connect your Facebook business page with SalesIQ.

• Enable the permissions and then click Continue. You will be re-directed to the SalesIQ configuration page.                                           

• You have now successfully linked your Facebook pages with SalesIQ.

How to enable SalesIQ channels for your Facebook page? 

• After adding users, choose the brand for which you want to configure the Facebook channels.
  

• Select the Facebook account that you have added earlier to converse with the visitor. Click Next.
  
• Now select the page that you want to associate with this brand and click Next.
  
• Pick a department to associate with the channel and click Next
  
• Now, you can view all your selections and click done to save the choices.
  

1. Your Facebook page is now integrated with Zoho SalesIQ.
   

Preferences

Set a preferred time limit to close missed chats

When an operator does not attend a chat, the chat will be moved to the 'missed chats' section. You can set a preferred time limit to close the missed chat automatically. This will convert the missed chats to closed chats after the specified duration. You can keep the missed chats open for a period ranging from 15 minutes to a month as per your business requirement, after which they will be moved to the 'closed chats' section.

Note: Operators must respond to the missed chats before the set time here, as they cannot respond to closed chats.

Set a preferred time limit to close idle chats

You can set a preferred time limit of up to 24 hours to automatically close active idle chats in the "Close idle chat in" section. For instance, let's assume we set 24 hours here. 

1. When a chat connects to an operator and then subsequently becomes idle, i.e., there was no message sent by both the operator and visitor, the chat will still remain active for 24 hours, based on the time limit set here.
2. After 24 hours of inactivity, the chat automatically closes and moves to 'Closed Chats.' 
   
3. If the visitor or the operator sends a message during this period, the timer will reset, keeping the chat active for another 24 hours.
   

Enable/Disable configured channels 

• Navigate to Settings > Channels > Facebook Messenger . All the brands that you have configured will be listed here.
  
• Click on the toggle button to enable or disable the channel.
  

Conversation Errors

Note: Profanity check has been supported for chats from visitor channels. 

1. In case there is use of offensive language by the user during a Facebook chat, the chat will be automatically closed after the abusive word limit is reached. 
2. This can be set up by navigating to Settings > Brands > Choose your brand > Flow controls > Profanity management.