Comm100 Messenger allows you to offer round-the-clock service and let your customers reply according to their own schedules. You and your customers can message each other in the same conversation, and there are no more missed chats. This gives you and your customers more flexibility to connect. 

You can perform the following operations in the Control Panel to create and manage Messenger:

• You can add a new Messenger.
• You can Edit, Install Code, Copy, Rename, and Delete any Messenger.  
• You can use a certain condition while configuring the Routing Rules, Triggers, and SLAs.  
• You can also use Credit Card Masking, and review the Messenger Audit Logs and Reports.

Step by Step Instructions  

To manage your Messenger, follow these steps:  

1. Log in to your Comm100 Control Panel.  
2. From the left navigation menu, go to Ticketing & Messaging > Channels > Messenger.
   
   The Messenger page contains the list of existing Messenger.  
3. Click New Messenger to add a new Messenger
   The New Messenger drawer appears.  
4. On the New Messenger drawer, enter the Name, Description, and click Next.
   
   The Messenger Launcher tab appears.  
5. Customize the launcher of your Messenger and click Save.
   To learn more about configuring the Messenger Launcher, see this article.  
6. For a specific Messenger, navigate to the Operations column and perform the following actions:
   
   • Edit: You can use the Edit operation to edit any existing Messenger configuration.
   • Install code: The Install code operation allows you to navigate to the Installation tab and manage the installation.
   • Copy: The Copy operation allows you to create a copy of any existing Messenger.
   • Rename: The Rename operation allows you to rename any existing Messenger and change its description.
   • Delete: You can use the Delete operation to delete any Messenger.  

Once you successfully added a Messenger, you can also use Channel, Last Message Channel, and Channel Account conditions in the Routing Rules, Triggers, and SLAs of your Messenger.  You can enable Credit Card Masking in Global Settings Security to mask credit card numbers in Messenger tickets for agents and review the Audit Log and Reports. 

• Routing Rules: To use Channel, Last Message Channel, and Channel Account conditions in Routing Rules, navigate to Ticketing & Messaging > Settings > Routing Rules and select any of these conditions to create a New Rule.
  
  For example, if you select Last Message Channel in Condition’s field, Messenger appears as an option in the field values.
  
  To learn more about configuring Routing Rules in Ticketing & Messaging, see this article. 
• Triggers: To use Channel, Last Message Channel, and Channel Account conditions in Triggers, navigate to Ticketing & Messaging > Settings > Triggers and select any of these conditions to create New Triggers.
  
  For example, if you select Channel Account in Condition’s field, all your Messenger accounts appear as an option in the field values.
  
  To learn more about using Triggers in Ticketing & Messaging, see this article. 
• SLAs: To use Channel, Last Message Channel, and Channel Account conditions in SLA, navigate to Ticketing & Messaging > Settings > SLA Policies and select any of these conditions to create a New SLA Policy.
  
  For example, if you select Channel in Condition’s field, Messenger appears as an option in the field values.
  
  To learn more about using the SLA feature in Ticketing & Messaging, see this article. 
• Credit Card Masking: To mask credit card numbers in the Message tickets for agents, navigate to Global Settings > Security > Credit Card Masking and turn on the Credit Card Masking toggle Key.
  
  
• Audit Log: To review the Messenger configuration changes and track Audit Action Summary in Audit Logs, navigate to Global Settings > Security > Audit Log. Select Ticketing & Messaging Channel from the Product drop-down and select the Action type.
  
  
• Reports: To view the Ticketing & Messaging reports for the Messenger channel navigate to Reporting > Ticketing & Messaging > Channel. Apply the filters and view the reports.
  
  To learn more about Ticketing & Messaging reports, see this article.  

On the Agent Console, you can create Views and answer the Messenger tickets that your visitors create. Once you have configured the Messenger and installed the code on your website, agents can start answering Messenger tickets from the Agent Console.
You can also create separate Views to manage your Messenger channel tickets. You can use fields like Channel, Channel Account, Last Message Channel, Last Message Channel Account, and so forth to add conditions and create Views.
To learn more about Views in Ticketing & Messaging, see this article.   

If you need help in configuring or managing your Messenger, you can chat with us!