Facebook Messenger Queue¶
This page is a reference of all Facebook Messenger queue settings. If you are setting up Messenger from scratch, follow the step-by-step guide Set Up Facebook Messenger. For the queue list itself β assigning agents, relations and widget schemes β see Queue Basics.
Go to Settings β Routings β Queues to set up your Facebook Messenger queue.
Recommended starting values
With the defaults, Max. waiting time is unlimited, Wrap up time, Automatic Pause and Missed activities are off, and Agent ring time is 20 seconds β so a conversation can wait until the customer gives up and leaves nothing to follow up. See Queue Basics β Recommended Starting Values for what to start with and why.
Facebook Messenger Queue Details¶
Fill out the Unique queue number, Title and Description (optional), then set up your queue. Queue Number Auto-Suggestion Daktela will automatically suggest the next available number based on previous numbers of the same queue type (including deleted ones).
Queue Field Details¶
Open more settings using theExtended button in the top right corner.
| Field | Description |
|---|---|
| Advanced settings | |
| Allow description | Turn on to activate the description field as part of the activity created using this queue. Agents can enter a description of the activity. |
| Max. waiting time | The maximum time a customer can wait in the queue. When it runs out, the activity is routed to the next target. Time spent ringing at an agent ("Agent ring time") may be added on top. The default is Unlimited. |
| Target if not answered | Where the conversation goes when Max. waiting time runs out. The default is to terminate it. |
| Agent ring time | Select how long the agent has to answer the activity. Activities will be routed to the next agent after this time passes. The default is 20 seconds. |
| Sleep time | The delay between an activity's ringing ending at one agent ("Agent ring time" running out) and starting to ring at the next agent. |
| Priority | Set the queue's priority for distribution of activities to agents: 0 β highest, 10 β lowest. When agents are logged in to several queues, activities from queues with a higher priority will be distributed to them first. |
| Find specific agent | Select if you want the customer to be connected to a specific agent before the distribution strategy is used. Don't find (the default): use the distribution strategy. Last agent: try the agent the customer spoke to last time; set up Last agent hours. If they reject the activity, don't answer in time or aren't available, the distribution strategy takes over. CRM Contact owner β if available: try the owner of the customer's CRM contact in the first distribution round; if they are not available, use the distribution strategy. CRM Contact owner β exclusively: only ever connect the customer to the CRM contact owner. |
| Last agent hours | How far back (in hours) the system looks for the agent who last spoke to the customer. Used when Find specific agent is set to Last agent. |
| Automatic Pause | Select if an agent that rejects or doesn't answer an activity should automatically be put on the Inactive pause. Off by default. |
| Wrap up time | The pause an agent gets after finishing an activity before the next one can be routed to them (the length of the Wrap pause). The default is None. |
| Distribution strategy | See more information below. |
| Multiple statuses | Allow or disallow users to set multiple statuses for activities using this queue. |
| Postpone timeout | Set the time in minutes after which postponed activities will be closed. |
| Notification email | Enter an email address where to send missed activity notifications. For emails to be sent, the chat must be routed to Terminate with this queue selected and with Disconnection cause either Not available or Outside working hours. |
| Missed activities | Turn on to activate missed activity notifications which you can use to contact customers back. Off by default. Set up the queues you want to use for this purpose in "Missed activity settings" below. |
| New message notification | Turn on to activate notifications for activity with new messages. |
| Idle activity notification | If an agent in another browser tab doesn't interact with an open activity for this amount of time, they receive a notification. |
| Missed activity settings | |
| Missed display time | Select for how long missed activity notifications stay in Missed activities. |
| Call queue | Select the outgoing call queue you want to use to call customers back from Missed activities. |
| SMS queue | Select the SMS queue you want to use to text customers back from Missed activities. |
| Email queue | Select the email queue you want to use to email customers back from Missed activities. |
| Facebook Messenger queue | Queue used to reply to a missed Facebook message. |
| Connector settings | |
| Connector | Select a routing to use with this queue. Go toSettings β Routings to set up your routings. |
| Macro links (Extended) | |
| Links (Extended) | Set up an external URL, e.g. a customer card, that can be opened when using this queue. Name: enter the button label that appears when multiple addresses are set up. URL: enter an external URL address. You can use wildcards that will automatically be replaced with current values (all activity properties are available, e.g. {{user.title}} is the title of the user assigned to the activity). Open: enable to automatically open the external URL when an agent accepts an activity using this queue. Unique: when an agent has multiple activities in this queue open at the same time, enable to open each external URL in a separate new window. Disable to open in the same window. Popup: enable to open the external URL in a popup window instead of a new tab. Set up the width and height of the popup window. |
| Macro transport (Extended) | |
| Transports | Set up predefined activity transfers and invites for agents using this queue. Title: enter the name that will be displayed in the transfer/invite dropdown menu. Destination: enter the phone number or queue or user number that you want to transfer to/invite. Transfer and Invite: turn on the option you want to use or both. |
| Copilot | |
| Automatically start translation | Turn on to automatically start Copilot translation as soon as an agent accepts an activity from this queue. The customer's language is detected automatically and set for outgoing message translation. |
| Agent translation language | Select the language agents see incoming messages in β a specific language, or Use agent's profile language to follow each agent's individual profile setting. Required when Automatically start translation is enabled. |
| Tickets | |
| Category | Select a category that will automatically be assigned to tickets created in activities using this queue. |
Distribution Strategy¶
The distribution strategy you select determines how activities that use the queue will be allocated to your agents, taking into account each agent's priority in the queue. The four strategies β Everyone, Everyone in Priority Order, Least Recent and Random in Priority Order β are described with examples in Distribution Strategies.
Save your queue.
Warning
Make sure to set up Connector β pair it with the routing you are using. After you are done creating your FBM queue, don't forget to make it the destination of one of your Facebook Messenger routings.
Tip
Don't forget to set up which user rights can use the queue, the queue's relations and its widget scheme. See Queue Basics for instructions.
Notes¶
Least recent activity distribution : the time of the last activity is calculated based on activities in the last 2 hours.