Handle an Incoming Facebook Message

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When a Facebook message is routed to you, the message appears on the left side of the screen along with any previous messages in the conversation and a reply box below. Your availability status automatically changes to ‘Facebook setup' and then to 'Facebook'.

Facebook messages that appear may be posts on a Facebook page or may be Facebook direct messages. You can click the username in the most recent reply in the conversation to view the entire conversation on the Facebook website.

Note: system administrators can configure storm to send an automated response to an incoming social media message. In an automated response, the sender's name field is shown in black, incoming customer messages are shown in turquoise, and an agent's replies are shown in magenta.

Do one of the following by clicking the appropriate button:

Button	Use this to
Delete	Delete the message and remove it from the system.
Ignore	Tag the message as an unprocessed message.
Done	Complete the conversation without replying to the message. The action is logged in your transaction history and in RECORDER.
Requeue	Return the message to the front of the queue it was waiting in before being routed to you.
Like	Like the post.
Reply	Compose a public reply (if the message is a post). This will appear in the reply thread of the original message on Facebook.
Send Direct Message	Compose a direct message reply to the Facebook user. For a direct message, this option appears in place of the Reply option.

If you are replying to a message, click the Templates button to insert template text if desired.
If you have the user right, add a note to the message by clicking the Notes button and typing into the Notes panel that is displayed. The note will be displayed in the history (in yellow) when Facebook messages are received from the same Facebook account. Notes can also be viewed and searched by supervisors with access to storm RECORDER.
(If the approval system is enabled) approve your trainee agent’s reply by selecting one of the following.

Button	Use this to
Ignore	Tag the messages as an unprocessed message. The reply sent by the trainee agent is not sent.
Approve	Send the approved (by you) reply.
Edit	Use this to edit the reply. Click Send to send the reply or Back to return to the reply.

Click Send to post the message to Facebook. You will be placed into the 'Wrap' or 'Available' status (as configured by your administrator).