Facebook Messenger enables sharing messages, images, and media between Facebook and Instagram users, including creating rooms and making payments. Avaya Oceana® supports end-users interacting with the Contact Center through Facebook Messenger.
Note:
The support does not extend to the public messages posted to a business page. For more information on public social media, contact Avaya Support Services. Avaya Oceana® does not support end-users messaging through Instagram to a Facebook Messenger business account.
Using Facebook Messenger, the end-users can manage a business account, share messages, images, or other media. Facebook Messenger is accessible through an Enterprise API. Avaya Oceana® uses the API to collect messages, provide automation, and route information to Avaya Oceana® agents according to the routing preferences. Agents can respond with messages or rich media.
Avaya Oceana® does not support the following Facebook Messenger capabilities:
Facebook Messenger Rooms
Payments
Messenger Kids
Reactions
Note:
For alternate video chat capabilities for Avaya Oceana®, contact Avaya Support Services.
The Reply messages feature supports only new replies. The original message is not re-quoted.
To connect your Facebook account to Avaya Oceana®, you must share the following details with the Avaya Digital Connection account team:
Facebook Username
Facebook Password
The Facebook Business Page that you want to connect
