Visualize and Continue the Response to Interactions in Chat Agent

Now, when an agent responds to an interaction originating from a comment on a Facebook Page or Instagram post, that direct message response can be visualized as a new chat within wolkvox Agent. This allows the communication with the customer to continue in a conversational thread, without losing the context of the request (post, comment, and message history).

Requirements by Channel

• Facebook Page: It is necessary to have the page integrated into wolkvox Manager and also have Facebook Messenger from that same page integrated into wolkvox Manager.
• Instagram: It is sufficient to have the Instagram page integrated into wolkvox Manager.

Benefits

• Conversation Continuity: The case stops being "just a comment" and becomes a chat for follow-up.
• Visible Context: The agent can see the history (including the initial response) and maintain consistency in customer service.
• Less Operational Friction: There is no need to search for the conversation in external tools to continue the contact.
• Better Customer Experience: The user naturally transitions from commenting to conversing via DM, without repeating information.

Demonstration

1. In wolkvox Agent, go to the "Interactions" section from the left sidebar menu.
2. Select the button to view the interactions inbox.
3. Select the interaction corresponding to the post/comment you want to manage.
4. On the right side, you will see a preview of the interaction along with action buttons.

1. On the right side, locate the "Reply" button. Next to it, you will see a downward arrow (dropdown).
2. Click on the arrow and make sure "Direct Message" is selected (with the Facebook Messenger icon).

1. Click on "Reply."
2. Write your response in the field designated for sending the direct message.
3. Then click "Send."

The customer will receive the agent's response in Facebook Messenger or Instagram Direct, depending on the origin of the conversation.

After sending, you can visualize the response in a new chat within wolkvox Agent and continue the conversation with the customer via:

• Facebook Messenger, if the origin was a comment from a Facebook Page.
• Instagram Direct, if the origin was a comment from an Instagram page.

With this, the interaction originating from a comment becomes a traceable conversation within wolkvox Agent, ready for follow-up and continuous attention.