Working with tickets in messengers and social networks
Vkontakte
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | Only the group administrator can connect the group |
| Private messages in the group | yes | |
| Post on the wall | no | When 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 posts | yes | Together 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 discussions | yes | If 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 | yes | Sending audio files and .mp3 (due to VK policy) is not supported, but you can, for example, send .wav |
| Video messages | yes | 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 messages | yes | |
| SLA in posts | yes | |
| CSI | yes | Do not forget to enable chat bot in the settings (item 4 of the instructions) |
| Information from the client card | yes | When 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 |
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
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | Only 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 group | yes | The 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 wall | no | 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 posts | yes | |
| Attachments | yes | |
| Audio message | no | |
| Video message | no | |
| SLA in private messages | yes | |
| SLA in posts | yes | |
| CSI | yes | Works 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 |
Instagram
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | Paid tariff |
| Private messages in the group | yes | Conversations 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 |
| Post | no | |
| Comments on posts | yes | Comments 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 <client> commented: <user mention="" (@)=""> and <message text="">. 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</message></user></client> |
| Attachments | yes | In private message |
| Audio message | yes | In 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 | yes | In 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 |
| SLA | yes | |
| CSI | yes | |
| Information from the client card | yes | When 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
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | You 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 group | yes | Messages will be sent to the Chat section. You cannot write to the client first |
| Attachments | yes | |
| Audio message | no | |
| Video message | no | From Usedesk you can attach a video message, but in Viber it will open as a "Photo with an error" file |
| SLA | yes | |
| CSI | yes | |
| 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 |
|---|---|---|
| Connection | yes | Use the detailed instructions for connection |
| Private messages in the group | yes | Messages 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.” |
| Attachments | yes | Supports 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 | |
| SLA | yes | |
| CSI | yes | |
| Information from the client card | yes | When using Telegram, information (if it has not been filled in earlier) gets into the client's card: avatar, name, a nickname of the client |
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | Available 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 group | yes | Messages will be sent to the Chat section. Client can write first (initialise the chat) |
| Attachments | yes | Supports stickers. Documents (for example, in pdf format) will not get into Usedesk |
| Audio message | yes | |
| Video message | yes | |
| SLA | yes | |
| CSI | yes | |
| Information from the client card | yes | When 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
| Function | Implementation | Particular qualities |
|---|---|---|
| Connection | yes | Use the detailed instructions to connect |
| Private messages in the group | yes | Messages will be sent to the Chat section. You cannot write to client first |
| Attachments | yes | Attachments from Slack are converted into a link, and if there is no access to Slack, then they will not open from Usedesk |
| Audio message | yes | Audio messages from Slack are converted into a link, and if there is no access to Slack, they will not open from Usedesk |
| Video message | yes | Video messages from Slack are converted into a link, and if there is no access to Slack, they will not open from Usedesk |
| SLA | yes | |
| CSI | yes | |
| Information from the client card | yes | When using Slack, information (if it has not been filled out earlier) gets into the client's card: avatar, name, a nickname of the client |