What features are supported on the social channels?

The Instagram messenger and Facebook Messenger channels provide a rich set of features that facilitate service interactions and enhance customer engagement. The channels are designed to allow businesses to integrate messaging capabilities into their customer service operations efficiently. Here are the key features supported by the Agent Inbox for service interactions:

1. Two-Way Messaging : Both channels support real-time two-way direct message communication, enabling businesses to interact and engage in conversations with customers effectively.
2. Rich Media Support : They allow the exchange of various content types, such as text, images, videos, and audio clips, which helps in providing detailed and visually engaging responses to customer inquiries.
3. Quick Replies and Buttons : These interactive elements aid in guiding users through predefined responses or actions, streamlining the customer service process by reducing manual input.
4. Handover Protocols : Both channels allows businesses to transfer conversations seamlessly between automated bots and human agents, ensuring that complex queries receive human attention when necessary. This funtionality is natively supported within the Agent Inbox.
5. Stories and Multimedia Engagement (Instagram) : Businesses can leverage Instagram Stories for various service interactions, as the Agent Inbox allows you to respond to story responses right within your service tooling.

By leveraging these features, businesses can enhance their service interactions on Instagram and Facebook Messenger, offering personalized, efficient, and engaging customer experiences that drive satisfaction and loyalty.