Facebook messaging


Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

While large numbers of consumers are using social messaging channels like Facebook Messenger for their personal communication needs, they also prefer to use these mobile messaging channels to engage with businesses. The asynchronous nature of these channels gives consumers the convenience of getting their issues resolved as and when they find time, unlike real-time channels like live chat where the session ends when the chat window is closed.

The social messaging feature gives companies an opportunity to capitalize on this trend and engage with their customers right where they are, providing them with a seamless and personalized experience that can help them become fans and brand advocates.  

This feature has the following capabilities: 

  • Administrators can configure social channels like Facebook Messenger to engage with their customers.
  • Customers can reach out to the company through these channels and seek support in an ¬†asynchronous nature.
  • Agents can use the same unified, contextual, and productive interface used by Chat to engage with customers and resolve their issues.
  • Supervisors and managers have access to rich reports to help them run the support center efficiently and effectively.