Facebook Messenger Integration

Introduction

This lab is designed to configure Facebook to integrate in to WxCC.

End customer can initiate queries from provided facebook page to contact center agents.

Customer/Partner should have an facebook account that can be used for creating new page.
Login to the Facebook to create a business page which will be used for your end customers.
Once logged in, please select Pages tab which is on left side of the facebook home page.
Now choose “Create New Page” which is on top left corner.
Provide the information which is required for creating the page as per your business and organisation.
Upload cover photo and Logo then save.

Login to the WxCC portal.
Once logged into the portal, on left side menu expand to see the available tabs. Select Provisioning and launch users.
Here we will be able to see the available users and option to launch control hub. Select “Cisco Webex Control Hub”.
login to control hub and select “Contact Center” tab.
Please provide the same username which was used to login to Cisco WxCC portal.
Once logged-in to control hub, please select “Contact Center” tab.
Choose Connectors and select “Facebook Messenger”
Provide Name and choose I do not have a Facebook Page ID and Access Token.
Proceed with Authentication to get Page ID and Access Token.
Once Authenticated copy Page ID and Access Token.
Update these details in WxCC Hontrol Hub.
Now you should be able to see the newly created Facebook Page in Social Channels.

Login to the WxCC portal.
Select left side menu, expand to see the available tabs. Select Provisioning and expand Entry Points/Queues, now choose Entry Point.
Select “New Entry Point”.
Provide the Entry Point Name, Description and Channel type as “Social Channel” and Social Channel type as “Facebook Messenger” and save.

Select Provisioning and expand Entry Points/Queues, now choose Queue.
Select “New Queue”.
Provide the Queue Name, Description and Channel type as “Social Channel”.
Now choose “Add Group” and select the required team names to whom these facebook contacts need to be routed.
Update the Max time in queue and save.

Select left side menu, expand Provisioning to see the available tabs. Select “Entry Point Mappings”.
Choose Social Messaging and select “New Mapping”.
Select the Connector and choose the one which we have created in Control Hub, then select entry point and save.

Select left side menu, expand to see the available tabs. Select “Routing Strategy”
Choose newly created facebook Entrypoint.
Select new Strategy, provide name, start & end date, add the newly create facebook queue then save.

Now from the routing strategy page, select the ‘queue’ that you created and choose ‘New Strategy’.
Provide the Queue Name, start & end date, Max Time In Queue.
‘Add Group’ and Select the team to which the contact should be delivered and click save group.
Now click save to complete Queue routing strategy settings.

Select left side menu in Wxcc Portal, expand to see the available tabs. Select “Agent Desktop”.
Login to agent desktop, provide agent login DN and choose the team.
Once the agent goes Available, the facebook contact will be offered to the agent.
Click “Accept” to handle the contact, after responding close the task.

Changelog:

Version	Comments	Author(s)	Date
1.0	Initial Release	Avinash Satrasala (avsatras)	25 Jan 2021
2.0	Final Release	Mike Turnbow (miturnbo)	26 Jan 2021