How to claim and reply to Facebook messages from the LibChat dashboard

From the Chats tab, you can view, claim, and reply to Facebook messages sent to your monitored queues directly within LibChat

​Just like with chats submitted through your LibChat widget, each new Facebook message will appear in the Patron Chats list when they arrive (you'll also receive notifications if you have them enabled in your settings). Outside of LibChat, these will still be listed in your queue's tickets and be viewed via your LibAnswers dashboard and/or Knowledge Base Explorer.

Before you begin: if you've not yet connected a Facebook page to your LibAnswers queue, please see the Links & Files section below for more info. Once you have that set up, then you'll be able to receive new messages via LibAnswers.

Claiming Facebook messages

You can claim and reply tickets generated from Facebook messages without having to leave the LibChat dashboard.

  1. Facebook messages will have a Facebook icon (). Click on a ticket to view its details.

Viewing a new Facebook message

  1. Click the Claim Ticket button to claim the ticket and begin replying.

Claiming a Facebook ticket

  1. Enter your message in the text box.
    1. To insert one of your canned messages, click on the Canned Messages button.
    2. To find and insert a link to an FAQ in your knowledge base, click on the FAQ.
  2. Click the Send Message button.

Sending a Facebook message

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