Working with tickets in messengers and social networks

Vkontacte


FunctionImplementationParticular qualities
ConnectionyesOnly the group administrator can connect the group
Private messages in the groupyes
Post on the wallnoWhen a client writes on the community wall, a post is created automatically. The post, while there are no comments in it, does not get into Usedesk
Comments on postsyesTogether with the comments, the name of the post is pulled up, and the ticket will contain a button "Go to post." In Usedesk, a ticket is created not for each client's comment but a post with all its contents. From the Usedesk, you can reply to the client or leave a comment or highlight the comment with the button "No response required."
Correspondence from discussionsyesIf you are in correspondence from group discussions, then all correspondence will be brought up to Usedesk. But the answer from Useвesk will not work (VK restrictions).
So we added the ability to quickly open the desired discussion and pulled your answers on behalf of the group into the system. The ticket will be marked as "Discussion"
Attachments yes
Audio messages
yesSending audio files and .mp3 (due to VK policy) is not supported, but you can, for example, send .wav
Video messagesyes
Video upload is available if:

- you upload it as a file;

- the group is not closed.

If you attach a video message as a comment to a post, Usedesk will open it.

If you attach a video message to a private message, then the video cannot be viewed via a direct link from Usedesk, even if the user's profile is open.

For the link to the video message to be working, you must first upload the video to yourself in the video, then add it to the correspondence from the list of downloaded ones (VK restrictions)
SLA in private messagesyes
SLA in postsyes
CSIyesDo not forget to enable chat bot in the settings (item 4 of the instructions)
Information from the client cardyesWhen using Vkontakte, information that is updated every 30 days (if it has not been filled in earlier) gets into the client's card: avatar, name, link to the profile, country, city, phone (if the phone is available to all users), website


Facebook

The post's name with the comments pulled up to the ticket; it is possible to go to the post by clicking on it.

From the Usedesk, you can reply to the client or leave a comment or highlight a comment with the "No response ticket" button. Comments on a post always come to the Facebook channel and are marked as "New post comment" in the general list of tickets.
Facebook doesn't allow to send audio messages. You can attach such a format from Usedesk, it will come to Facebook as a file
FunctionImplementationParticular qualities
ConnectionyesOnly the group administrator can connect the group. By default, messages from Facebook come to the ticket card, but if you want to process them in chat, go to the channel settings and link to the desired chat channel. When working with the Facebook channel, consider the restrictions of their policy when communicating with
Private messages in the groupyesThe limit for sending is 1986 characters. Working with private messages is the same as working with a regular ticket. The ticket will be marked as "Private Message." If you process messages linked to a chat, then they will come to the chat channel, not Facebook
Post on the wallno
When a client writes on the community wall, a post is created. The post, while there are no comments in it, does not get into Usedesk
Comments on postsyes
Attachments
yes
Audio messageno
Video message no

SLA in private messagesyes
SLA in postsyes
CSIyesWorks with linking a channel to a chat
Information from the client card
yes

When using Vkontakte, only the client's name and id is included in the client's card

Twitter

FunctionImplementationParticular qualities
ConnectionyesOnly the group administrator can connect the group
Private messages in the groupyes

Personal messages with one user come in one application (except for cases when the application is closed - after that the next message will not reopen the ticket, but create a new one)

Post on the wallyesFor a post from Twitter to be included in the ticket card, you must specify the Twitter account via @ when creating a post. To reply, use the "Reply to customer" icon. The user will receive a reply on Twitter under the post
Comments on postsyesIf you reply to comments from Usedesk, and the client writes you more and more, then all comments will be collected in one ticket. The ticket will be reopened if the client wrote a new comment on the post
Attachmentsyes
Audio messagenoTwitter does not send audio messages. You can attach an audio message from Usedesk, but it won't come to Twitter
Video message noTwitter sends video messages, and a link with the video will be sent to Usedesk. The view is available from your Twitter account. The link from the ticket is clickable only in private messages (in the comments to the post - no)

You can attach a video message from Usedesk, but it won't come to Twitter
SLA in private messagesyes
SLA in postsyes
CSIyes
Information from the client card
yesWhen using Twitter, information (if it has not been filled out earlier) gets into the client's card: avatar, name, link to profile

Instagram

FunctionImplementationParticular qualities
Connection
yesPaid tariff
Private messages in the group

yesConversations will come to the Chat section. Instagram has a standard maximum for a sent message - 485/988 characters. Using the mobile application, you can send a message to Direct with a maximum length of 485 characters. In case you try to send a longer message, it will be split into two separate ones or not sent at all
Postno
Comments on posts
yesComments on posts come to Usedesk as private messages and are attached to the current client. If the PM ticket from the client is not completed, then the comments from the post from the current client will also be included in it. Such messages will be marked as commented: and . If the current client's ticket is closed, then the comment from the post from the current client will be added to the new ticket. Along with the comment comes a picture of the post (as a file); you can download it. You can reply to a comment from Usedesk only direct. On the comment itself - no
AttachmentsyesIn private message
Audio messageyesIn the Instagram directory, the client can send an audio message, and the message will come to Usedesk as a file that can be downloaded and listened to. From Usedesk, you can attach an audio message, but on Instagram, it will come with a link to listen/download
Video messages
yesIn the Instagram directive, the client can send a video message; in Usedesk, the player will open. From Usedesk you can attach a video message, but on Instagram, it will come with a link to listen/download
SLAyes
CSIyes
Information from the client card

yesWhen using Instagram, information (if it has not been filled in earlier) gets into the client's card: avatar, name, the nickname of the client

Viber

FunctionImplementationParticular qualities
ConnectionyesYou need a public account to connect. Your company account cannot be found through Viber search, and customers will only be able to write to you via a direct link. The bot will be available only by the link viber://pa?chatURI={bot url}
Private messages in the groupyesMessages will be sent to the Chat section. You cannot write to the client first
Attachmentsyes
Audio messageno
Video message noFrom Usedesk you can attach a video message, but in Viber it will open as a "Photo with an error" file
SLAyes
CSIyes
Information from the client card
yes
When using Viber, information (if it has not been filled out earlier) gets into the client's card: avatar, name, client ID from Viber

Telegram

Function

Implementation
Particular qualities
ConnectionyesUse the detailed instructions for connection
Private messages in the groupyesMessages will be sent to the Chat section. You cannot write to the client first . If you send a contact to Telegram, then in Usedesk it will be displayed in the text format “Name Surname and phone number.”
AttachmentsyesSupports stickers.

A file can come from Telegram to Usedesk with a size of no more than 20 MB (information tip "Maximum file size: 20 MB" will apper on Tg)
Audio message yes
Video message yes
SLAyes
CSIyes
Information from the client card
yesWhen using Telegram, information (if it has not been filled in earlier) gets into the client's card: avatar, name, a nickname of the client

WhatsApp

FunctionImplementationParticular qualities
ConnectionyesAvailable on the Paid tariff. To connect, use the detailed instructions. If you want to connect WhatsApp Business, read the connection details here
Private messages in the groupyesMessages will be sent to the Chat section. Client can write first (initialise the chat)
AttachmentsyesSupports stickers.
Documents (for example, in pdf format) will not get into Usedesk
Audio messageyes
Video message yes

SLAyes
CSIyes
Information from the client card
yesWhen using WhatsApp, information (if it has not been filled out earlier) gets into the client's card: avatar, name, a nickname of the client

Slack

FunctionImplementationParticular qualities
ConnectionyesUse the detailed instructions to connect
Private messages in the groupyesMessages will be sent to the Chat section. You cannot write to client first
Attachmentsyes

Attachments from Slack are converted into a link, and if there is no access to Slack, then they will not open from Usedesk

Audio messageyesAudio messages from Slack are converted into a link, and if there is no access to Slack, they will not open from Usedesk
Video message yesVideo messages from Slack are converted into a link, and if there is no access to Slack, they will not open from Usedesk
SLAyes
CSIyes
Information from the client card
yesWhen using Slack, information (if it has not been filled out earlier) gets into the client's card: avatar, name, a nickname of the client

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