Multiple Facebook Pages

[Adrian S]

Hi all,

We have setup multiple Facebook 'trunks' as we operate multiple Facebook pages.
Each trunk is routed to a different ring group.

The integration is working perfectly, except the fact that we have no way of knowing which facebook page the chat has come from. With website Live Chat, the 'information' pane shows which ring group the chat was sent to, but the Facebook integration doesn't have this.

Does anyone know if there is a way that we can identify which Facebook page, or ring group, that the message came from/to?

 

[OlegR_3CX]

Hi there.
But since you have a different Ring group, does it mean they are the same people who answer the charts as in the other groups?

 

[Adrian S]

Hi there.
But since you have a different Ring group, does it mean they are the same people who answer the charts as in the other groups?

Hey there Oleg, In some of the ring groups yes. We have four branches of our business, and each has a facebook page. Myself and a couple of the other head office team members are in all four ring groups as we are central, and the other members are specific to each location.

Each location staff member only sees their own location chat which works fine, but for myself and a couple of others who are in multiple ring groups, we need to actually ask the chat participant which location they are enquiring about as the chat doesn't show it.

Like I mentioned, we don't have this issue with website live chat, as the information pane in 3CX shows the group in pane, but not for Facebook Messenger.

I've attached some screenhots for reference