Social networks

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.

Customer context: A new user is testing the system and wants to use WhatsApp integration without registering for new phone numbers. Customer: Do we 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.

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.

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...

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...

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 ...

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...

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...

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 ...