Whenever Customers send a message using FB Messenger or reply to a Post, the Agents belonging to the specific facebook queue will receive a request on the Omni Desktop interface.
They can reject it and the request is automatically passed to another Agent in the same queue (in this case facebookqueue).
The interaction starts when one agent accepts it: all the others will be notified that the interaction has already been taken by somebody else.
The interaction looks like the following example:
Let's suppose we publish a FB Post:
When a Customer replies to a post, the appointed Agent receives a message:
The Agent can reply to that message, clicking on the three dots next to it:
The Agent message appears as in the following example:
The Reply feature is enabled up to three level of reply.