Webex Engage's Facebook channel facilitates customers reaching out to agents through the Facebook page and agents responding to Facebook messages. As a client admin, you can add multiple Facebook assets within a team. You can even share a single Facebook page across different teams within a tenant. This facilitates handling a single chat across different teams.

Currently, you can create Facebook assets only from the Webex Engage WebPMS application. But you can view the assets created on the WebPMS application on the React application under the Facebook Channel assets tab. Additionally, you can edit, search, and view customise the display of table results of the Facebook asset. Further, you can transfer conversations within or across teams and assign them to team queues, individual assignees, or skills, just like the behavior of the channels on the Webex Engage application.

Edit a Facebook asset

To edit a Facebook asset, follow these steps:

1. Login to Webex Engage.

2. Click the Try new version button on the top-right corner of the application.
   The Webex Engage React application will launch.

3. Navigate to Assets> Channel assets.

4. Click the Facebook channel tab.

5. Click the Edit icon in the Actions column of a specific asset.

The following screen appears on the screen.

6. Edit the required fields and click Save changes.

A success message appears on the screen.

Update priority

To update a Facebook asset's priority, follow these steps:

1. Login to Webex Engage and navigate to the Client Admin console.
2. Click the Try new version button on the top-right corner of the application.
   The Webex Engage React application will launch.
3. Navigate to Assets> Channel assets.
4. Click the Facebook channel tab.

5. Click the Update priority icon in the Actions column of a specific asset.

The following pop-up window will appear on the screen.

6. Select a Priority from the Priority level drop-down and click Apply.
7. If you select a priority other than P1, the Auto escalation rule(s) toggle appears.

7. If you turn ON the Auto escalation rules(s) toggle, the auto escalation configuration options will appear.

8. Select the escalation time from the Auto escalate priority after drop-down in minutes and click Apply.

📘

Note

• As per the chosen priority, you can add number of escalation rules.
  Example: If you select priority as P2 then you can add one escalation rule. If you select priority as P3 then you can add two escalation rules, etc.
• If you select priority as P1 then the Auto escalation toggle will be greyed and you cannot select it.

Search Facebook asset

To search for a Facebook asset, follow these steps

1. Login to Webex Engage and navigate to the Client Admin console.
2. Click the Try new version button on the top-right corner of the application.
   The Webex Engage React application will launch.
3. Navigate to Assets> Channel assets.
4. Click the Facebook channel tab.

5. Enter the search criterion in the Search input field above the table results.

The respective results will appear on the screen.

Customise display of table

The Customise Display helps you select a specific list of columns you want to preview in the table results.

To view customise table results, follow these steps:

1. Click the Customise display drop-down on the top-right corner of the results table.

2. Choose the required columns from the list by selecting the checkboxes adjacent to each column name.

You can instantly view the results on the screen by checking and unchecking the checkboxes.

📘

Note

By default, Asset name and Actions columns are preselected and cannot be disabled.