Facebook properties

Category

Facebook

Channel name

(required) Unique name of the channel. For usability, make the name descriptive and include the category in the name to differentiate the channel from similar channels.

For example, here are two channels for Orion Retail: one for SMS and one for Facebook:

Channel description

Text description of the purpose of the channel. Mention any restrictions like blackout dates and availability windows.

Availability windows

Availability windows identify when the channel is available to send feed-based invitations. Use the availability windows to pause the channel during times when people might not be receptive to the invitation, such as on weekends or at night. Note, this does not affect feedless surveys, which can be taken at any time.

The day and time are based on the respondent's timezone, as specified in the timezone information included in the raw invitation provided by the company, and processed by the import specification. See Import specifications for details about the import process.

When a window opens, messages are sent at random times within the next hour; they do not all go at at the opening of the window.

Important: Select a window that is greater than 1 hour/60 minutes. Selecting a window that is less than 1 hour can cause invitations to be sent during the restricted window.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on weekends, and between the hours of 7:00 p.m. and 9:00 a.m.

Blackout dates

Blackout dates are specific days of a year when the channel does not send feed-based invitations. Use the dates to pause invitations to the channel on days when respondents might not be receptive, such as holidays. Messages scheduled to be sent on blackout dates are sent after the blackout expires. Note, this does not affect feedless surveys, which can be taken at any time.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on the U.S. holidays of the Fourth of July and Thanksgiving in 2018.

Opt-out keywords

Words or phrases respondents may send requesting their intention to opt-out of receiving future conversations from the company, on all channels. After receiving the opt-out instruction, the channel sends a message to the respondent acknowledging the request.

Note: A channel must have at least one opt-out keyword. The default keyword is 'stop'.

Each entry may be a single word, such as 'stop', or a multi-word phrase such as 'opt me out'. The text is case-insensitive: 'stop', 'STOP', and 'Stop' are all recognized when the word is 'stop'.

Opt-out message

Text message to send to the respondent after the channel receives an Opt-out keyword from the respondent.

Auth

Facebook account settings necessary to access the Facebook page.

Page ID

Identification code of the Facebook page associated with this channel.

App ID

Identification code of your company's Medallia Conversations instance.

Secret

Leave this empty, undefined.

Token

Token code for authenticating the application when communicating with Facebook.

Payload of 'Get Started Button'

Leave this empty, undefined.

Enable bot sharing

When the Facebook page allows more than one app or bot to access the page, turn this feature on to allow Medallia Conversations to take control of the conversation. When enabled, the Medallia Conversations bot is the secondary receiver for handover purposes.

Persistent menu

A Facebook persistent menu presents buttons that always display at the bottom of the Messenger panel, and which each triggers a different conversation. Respondents can click a button at any time to initiate the associated conversation. There can be up to five buttons on the menu, in priority order from highest priority (top) to lowest.

Type

Type of menu item:

• postback — Start the conversation identified by the Payload Text or Conversation ID. For Payload Text the value is the Keyword of the target conversation.

  Restriction: Either a Paylod Text or Suvery GUID is required, but not both.

• web_url — Opens a web view showing the web page of the URL in he Payload Text.

Title

Label of the menu item.

(Payload) Text

Data associated with the Type option; the meaning depends on the Type selection.

Conversation ID

ID of the conversation to trigger. The ID is shown in the Conversation editor.

Default Conversation Throttle

The conversation throttle limits how many Default conversation messages, for a specific Conversation, can be sent to the same recipient within a time window. This prevents infinite "ping-pong" loops with auto-responders or answering machines, thereby reducing accidental spam, controlling costs, and protecting customer trust.

For example, by default Medallia Conversations sends no more than 3 Default Conversations to the same recipient with a 90-second time period. Instead of making a 4th attempt, the recipient is blocked for 24 hours from receiving a Default Conversation. After 24 hours, Medallia Conversations again tries to send default Conversations to the recipient.

To view a list of the blocked recipients, see Blocked Records.

Channel settings

Channel settings are advanced, custom channel configuration options. Each setting is a key/value pair.