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How does it work when adding Facebook, and Instagram into Sparkcentral?

Facebook:

  • Facebook pages are always associated with, and managed through personal profiles.
  • If you are an Admin of a Facebook business page, and you want to make changes to that page’s settings, you would normally log in to your own personal Facebook profile first in order to access them. Because of how pages are tied to personal profiles, adding a Facebook page as a channel to Sparkcentral will require you to authorize Sparkcentral to access your personal profile in the second step of the process.

 

Instagram:

  • Your Instagram account must be connected to your Facebook business page.
  • It is important to keep in mind that when adding the Instagram account to Sparkcentral, it will take you through the same flow as adding a Facebook page (i.e., it will ask you to log into Facebook, not Instagram). You will need to log into the applicable Facebook business page where your Instagram account is connected, and or linked to.

Step 1. Add Channel

Admins must navigate to Settings, Channels & Business Hours ,Channels

Click on Add Channel , and select Facebook or Instagram

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Step 2. Authorize Sparkcentral to access your FB account

Make sure that you are already logged into the applicable business Facebook profile in a separate window of your browser. Sparkcentral will detect this, and use the profile you are currently logged in to, OR you can manually populate your Facebook Account Email or Phone Number, and Password accordingly. 

  • If it’s your first time adding a channel in Sparkcentral, click on Continue.
  • If you’ve previously linked Sparkcentral to Facebook, and adding additional page click on Edit Settings.

Step 3. Select for Sparkcentral to manage the page you are adding.

You will be first prompted if you want to add an Instagram account, select as applicable. Click on Next

Next, you will be prompted if you want to add a Facebook page, select as applicable. Click on Next

Step 4. Enable Permissions for Sparkcentral

  • Scroll to make sure that Sparkcentral has enabled permissions, and allowed to make ‘Posts, ‘Comments’, and PM’s’ to your pages. Then click on Done.
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Step 5. Activate the Page

Sparkcentral will show you the list of the page/s you have enabled access to.

  • Click on “Activate“. By doing so, this will authorize, and link the Sparkcentral application, and your Facebook/Instagram account.  
  • Note : The icons in the upper left corner will tell you if the page is a Facebook account or an Instagram account.
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Step 6. Facebook/Instagram Added Successfully 

  • As soon as the activation process is completed, the newly added Facebook/Instagram account will then appear as a channel in Sparkcentral. 
  • Navigate back to the Channel Settings in Sparkcentral to view the channel.
  • To help distinguish it better you will see the channel Name, and the Facebook/Instagram channel URL.

Step 7. Edit Channel

Click on the  , to Edit the Channel.

  • Start adding Agents, and Teams as needed.
  • Enable/Disable additional features available.
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  1. Auto-Ownership – Enables agents to automatically own conversations after responding. When it is disabled, conversation ownership will need to be manually assigned, if desired. Once a conversation is moved to Resolved status, all ownership is removed.
  2. Customizing the Channel Display Name– Sparkcentral allows Admins the ability to customize their channel display name for all mediums. You can customize the channel display name up to 255 characters. Be sure to Save your work before exiting the window. Once you save the new channel display name, it will be visible to all users in the drop-down channel selector. 
  3. The Auto-Resolve in the New/Pending queue feature will automatically move conversations from the New queue, and Pending queue to the Resolved queue. By default, all conversations in Sparkcentral older than 30 days in the new queue or pending queue will automatically be resolved.  You can decide after how much time this happens, and can specify this setting per channel.
  4. Team Access – Team concept where Users belong to a Team, and have access to the Team’s channels. A User can only be a Member of 1 Team.
  5. Channel Roles

    There are three roles that you can set each team member to:

    Viewer 👀–  This role can move conversations to pending or resolved, view the channels they have access to, add tags, notes and topics to conversations, but they can not reply to conversations. One may find this useful for new agents, to help them navigate around how the platform works.

    Contributor 💬–  This role can move conversations to pending or resolved, view the channels they have access to, add tags, notes and topics to conversations, and reply in conversations. Contributors do not have access to Reports.

    Supervisor 🔎– This role has all of the permissions that a Contributor has, as well as the ability to access the Reports tab. To view Reports, a user must hold a Supervisor role for the applicable channel.

  6. Admins also have the ability to toggle access for ‘All Users’, and ‘All Teams’.

You're All Set!

Messages should start coming in, and you can start interacting via Sparkcentral.

Happy Messaging! 😃

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