Social networks

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Where can we find comments from our Facebook ads?

Customer context: The customer is using the Facebook integration in LiveAgent and wants to monitor comments from their Facebook ads. Customer: Where can we find comments from our Facebook ads? Answer: Unfortunately, Facebook ads comments are not fetched through the Facebook integration in LiveAgent.

Can I create a WhatsApp chat button?

Customer context: The customer is seeking information on how to incorporate a WhatsApp chat button on their website using LiveAgent. Customer: Can I create a WhatsApp chat button? Answer: LiveAgent doesn't support natively creating a WhatsApp chat button. However, you can make your own custom button or other HTML element on your website, which can then direct the site visitor to a specific URL using this syntax: https://api.whatsapp.com/send/?phone=YOUR_WHATSAPP_NUMBER. This operation is simil...

Why is the Twitter integration not fetching Tweets & comments?

Customer context: The customer has followed the provided guides to integrate Twitter with their LiveAgent account correctly. However, they are encountering an issue where no Tweets or comments are fetched from the integration. Customer: Why is the Twitter integration not fetching Tweets & comments? Answer: If you've integrated your Twitter app & account to your LiveAgent account correctly but the integration isn't fetching any Tweets or comments, the likely issue is that your Twitter developer...

Can I integrate Twitter Direct Messages with LiveAgent?

Customer context: The customer is currently using LiveAgent and would like to know if Twitter's direct messages are supported for integration. Customer: Can I integrate Twitter Direct Messages with LiveAgent? Answer: Currently, LiveAgent does not support integration with Twitter Direct Messaging. However, it does support integration with comments, mentions, retweets, and keyword monitoring on Twitter.

Can I integrate Instagram direct messages with LiveAgent?

Customer context: The customer is using LiveAgent and wants to know if they can integrate Instagram Direct Messaging into the software. Customer: Can I integrate Instagram Direct Messages with LiveAgent? Answer: Currently, LiveAgent does not support Instagram Direct Messaging integration. With Instagram's integration, you can fetch only comments, fetch only mentions, or both.

Do you support social media channels messaging?

Customer context: Customer is looking to integrate social media channels messaging with LiveAgent. Customer: Do you support social media channels messaging? Answer: LiveAgent can integrate with various social media channels. However, only Facebook's private messages can be fetched and supported through the integration.

Do I have to use Twilio and 360dialog for WhatsApp integration?

Customer context: A new user is testing the system and wants to use WhatsApp integration without registering for new phone numbers. Customer: Do I have to use Twilio and 360dialog for WhatsApp integration? Answer: Yes, LiveAgent's WhatsApp integration works with either Twilio or 360dialog as providers. With 360dialog, you can register an already existing WhatsApp number for the integration.

Can I start a new WhatsApp conversation by any custom message?

Customer context: A customer wants to know if they can initiate a new WhatsApp conversation using a custom message. Customer: Can I start a new WhatsApp conversation by any custom message? Answer: No, due to WhatsApp policy, you can only reply freely to customer's messages within a 24-hour limit. For new conversations or after the limit, you must use WhatsApp message templates. Learn how to create and use WhatsApp message templates at https://support.liveagent.com/177664-WhatsApp.

Can I reply to WhatsApp tickets anytime I want?

Customer context: A customer wants to know if they can reply to WhatsApp tickets anytime they want. Customer: Can I reply to WhatsApp tickets anytime I want? Answer: No, due to the WhatsApp policy, you can freely reply to customer's messages within a 24-hour limit. After this limit or when starting a new conversation, you can only use WhatsApp message templates. Check our WhatsApp knowledge base category to find out how to create and use WhatsApp message templates: https://support.liveagent.co...

Can I connect my WhatsApp number to LiveAgent?

Customer context: A customer wants to connect their WhatsApp number to LiveAgent. Customer: Can I connect my WhatsApp number to LiveAgent? Answer: Yes, you can connect your WhatsApp number to LiveAgent through two providers: 360dialog and Twilio. We recommend using 360dialog as it allows you to connect any phone number and has a faster integration process. However, Twilio might be cheaper, but allows you to connect only their number. To connect via 360dialog, follow this guide: https://support...

How can I connect a new Instagram page, connected to a Facebook page that is already connected to my LiveAgent account?

Customer context: A customer has a new Instagram page connected to a Facebook page that is already connected to their LiveAgent account. Customer: How can I connect a new Instagram page, connected to a Facebook page that is already connected to my LiveAgent account? Answer: To connect your new Instagram page, you need to delete your connected Facebook page and re-connect it again. The system will recognize the connected Instagram page and offer you to connect both Facebook and Instagram pages ...

Can I connect an Instagram page to my LiveAgent account that is not connected to a Facebook page?

Customer context: A customer wants to connect an Instagram page to their LiveAgent account, but it is not connected to a Facebook page. Customer: Can I connect an Instagram page to my LiveAgent account that is not connected to a Facebook page? Answer: No, you cannot connect an Instagram page that is not connected to a Facebook page to your LiveAgent account. For a detailed guide on how to connect an Instagram page, please refer to this article: https://support.liveagent.com/984773-Instagram-in...

How can I activate Instagram integration in my LiveAgent account?

Customer context: A customer wants to activate Instagram integration in their LiveAgent account. Customer: How can I activate Instagram integration in my LiveAgent account? Answer: To activate the Instagram integration, go to Configuration > System > Plugins in your LiveAgent account and search for Instagram. If the Instagram plugin is not visible, it may not be available for your current plan. You need to upgrade to the Small, Medium, Large, or Enterprise plans to access it. For a detai...

Why isn't LiveAgent fetching new Facebook messages?

Customer context: The customer is experiencing an issue with LiveAgent not fetching new messages from their Facebook page, despite having reconnected the page. Customer: Why isn't LiveAgent fetching new Facebook messages? Answer: This issue might be caused by missing Facebook permissions for your page in the integration. To fix this, delete and add your Facebook page again in LiveAgent. Then, in your Facebook profile, go to Settings & privacy > Settings > Business integrations, click on ...
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