Receiving Facebook Messenger chats and Instagram conversations in the client is very similar to receiving chats.

1. Get started with Facebook & Instagram! ⚙️
If you want Facebook Messenger chats and Instagram in the ImBox client, you need to:

• Have the permission Facebook worker, that can be set by an administrator
• Be a Front office agent

You'll find the Facebook and Instagram product in the menu bar, Socials. In here all Facebook and Instagram chats, reactions and mentions will be gathered.

2. Where do I find new Facebook Messenger chats? 💬

When you clicked in on Socials there is three different view you can choose after your liking.

All - show you an overview of both Messenger and Instagram-chats and tell them apart with the logo from respective company.

Messenger - an overview where only the incoming chats from Facebook will be shown.

Instagram - an overview where only the incoming Instagram reacions, mentions and/or conversations are shown.

When there is something new to act on in Socials, a green small circle will appear in the upper right corner by the icon in the menu bar to give you an indication that there is something new you might want to take action on.

3. Statuses in the Facebook chat and Instagram 🏷
The Facebook and Instagram chats can have three different statuses which are set automatically, but also can be set manually.

New
The chat contains unanswered messages and is awaiting processing.

Pending
Replies have been sent from the agent and are awaiting feedback from the sender.

Done
If the customer has received answers to his or her questions and you believe that the chat can be counted as closed, you can manually give the chat status Done.

Every time there's a new message in a chat, the chat is labeled as status New. When you've answered the chat, the status Pending is set. If you assume that the chat is accomplished, you can manually set the status Done. If the person returns in the chat, the chat will be labeled as New again.

Since users in conversations over Facebook or Instagram are used to waiting longer for a response you don't have to respond to the chats as fast and direct as the ordinary chats. Therefore, you can close the chats after a while when you have answered the visitors' first question. This is because you do not know if the visitor is still active in his or her Messenger or on Instagram. The chat gets the status Pending when you have answered the chat and shut it down. When the visitor then returns with the next question, the conversation appears with the status New again.

4. Other good-to-know 💡
In your conversation with the visitor, you are able to see if the visitor has read your message directly inside the ImBox client, via a reader's receipt.

You also have the opportunity to read messages sent directly from the Facebook page. In other words, the entire conversation is gathered both on the Facebook page and in the ImBox client, so that you have the opportunity to work with Messenger messages from both tools.

If you have any questions, please contact us and we'll help you! 🤗