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Scenario automations - Facebook Messenger?

  • 17 June 2021
  • 3 replies
  • 55 views

Hello!

Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

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Best answer by hemanth.ramya 17 June 2021, 14:25

Hello @hanneskola,

 

At the moment, we only support email/note triggers in scenario automations. Can you please elaborate more on your business requirements with using this functionality on social ticketing? It would be great if you can detail your usecase with relevant screenshots as well. :)

 

Thank you,

Freshdesk Community Team

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3 replies

Understood, thanks for the reply. Essentially just handling generic feedback comments that come via Messenger. Something that Agent would recognize it as a generic feedback in the ticket and use a manual trigger to close it and sending a thank you message.

I understand that this might be done with the Bot that Freshworks offers.

Userlevel 3

Hello @hanneskola,

 

At the moment, we only support email/note triggers in scenario automations. Can you please elaborate more on your business requirements with using this functionality on social ticketing? It would be great if you can detail your usecase with relevant screenshots as well. :)

 

Thank you,

Freshdesk Community Team

Userlevel 3

Thanks for sharing your requirements, @hanneskola.

This sure is an interesting ask, we are happy to explore the possibilities of this feature being picked up and will keep you posted herewith any progress on the same.   

 

Cheers,

Freshdesk Community Team

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