Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Channels/ Configuring the Facebook Channel
Updated on 2023-10-12 GMT+08:00
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Configuring the Facebook Channel

Prerequisites

  • The system administrator has uploaded the Facebook authentication certificate on the Configuration Center > System Management > Certificate page.
  • You have obtained developer information from Meta for Developers.

    Visit Meta for Developers at https://developers.facebook.com/ to apply for a developer account. View the account information on the page shown in the following figure.

Context

  • Facebook allows a project to connect to multiple systems, but the AICC requires that one Facebook project connect to one channel to prevent duplicate messages.
  • If the app secret and token secret provided by Facebook are changed on Facebook, you need to modify the involved Facebook channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Modify in the Operation column corresponding to the involved channel, and update the value of App Secret. After saving the channel configuration, click Configuration in the Operation column corresponding to the involved channel, and update the value of Token Secret.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
  2. Click New. The Social Media Enabling Configuration page is displayed.

    Set Channel Access Code, select FACEBOOK, and click Next.

    The channel access code must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

  3. On the Choose configuration method page, set Facebook channel parameters.

    Table 1 Facebook channel parameters

    Parameter

    Description

    Personalized Configuration

    App Secret

    App secret on Meta for Developers.

    Select an Encryption Algorithm
    Encryption algorithm used for Facebook interconnection. The options are as follows:
    • SHA-1
    • SHA-256
    NOTE:

    SHA-1 is not strong enough, which poses security risks. If the platform supports SHA-256, you are advised to use this algorithm, which is stronger.

    Common Configuration

    Channel access code

    The channel access code set in 2 is displayed and can be modified.

    OU Configuration

    Select an OU created in Configuring an OU to assign it to channel resources.

    Info Configuration

    Set the following parameters:

    • Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
    • Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the Facebook client, chatbot service is switched to manual service.
      NOTE:

      If the intelligent chatbot is disabled, you do not need to set this parameter.

    Dialog End Method

    Customized timeout period for no customer reply and session end message. This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, you need to configure the following:

    • Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected. The default value is 20.
    • Conclusion: The system sends this end reminder after the session is disconnected.

    Agent Work Time
    • Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.
    • Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.
    • Non-Working Time Notification: Notification displayed when a customer calls in non-working time.

    Chatbot Configuration

    This function is disabled by default, indicating that sessions are directly connected to agents. If it is enabled, you need to configure chatbot information as required. Set the following parameters:

    • Change Avatar: Chatbot avatar.
    • Name: Chatbot name.
    • Gender: Chatbot gender.
    • Chatbot Access Code: Chatbot access code configured in the intelligent IVR.
    • Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer.
    • Timeout reply: Customized reply displayed when the session with a customer times out.
    • Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service.
    • Silent Agent Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.

    Robot Assistant Configuration

    This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side.

    • Assistant Access Code: Chatbot assistant access code configured in the intelligent IVR.

  4. Click Save And Proceed To The Next Step and go to Meta for Developers to configure the URL and verification code.
  5. Visit the URL and click Submit to perform token authentication. If the token passes the authentication, the access is successful. Return to the AICC and click Submit. The Successful access page is displayed.

Follow-up Procedure

The Facebook channel supports multiple Facebook home pages, and each Facebook home page can be configured only for one Facebook channel.

  1. Click Configuration to configure multiple home pages for the Facebook channel so that multiple Facebook home pages can be connected to the agent.

    • Page ID: home page ID on Meta for Developers
    • TokenSecret: token secret on Meta for Developers

  2. Click Finish.
Parent topic: Configuring Channels