Introduction

wolkvox Manager allows you to connect your Facebook and Instagram pages, as well as Facebook Messenger chat, directly to your operation.
Thanks to this integration, agents can manage post comments and chat interactions in real time from wolkvox Agent without leaving the platform.

This process unifies customer service across social channels, optimizing the omnichannel experience and ensuring interaction traceability.
The procedure is the same for all three channels (Facebook Page, Instagram Page, and Messenger), although it is recommended to integrate the Facebook page first, then continue with Instagram and Messenger.

How to Integrate Facebook, Instagram, and Messenger in wolkvox Manager

1. In the upper-right menu of wolkvox Manager, click the ⚙️ Settings icon.
2. Select the “Omni Channel” tab.
3. Click the “Facebook Page” sub-tab.
4. Then, click “Log in with Facebook”.

This will open a Facebook login window where you must enter your credentials and accept the connection permissions with wolkvox connector.

Important:

• Facebook may request a verification code sent to your email or phone.
• If the message “You have already logged in to wolkvox connector with Facebook” appears, click “Continue as [your name]”.

1. Once the session is validated, the configuration window will appear. Complete the following fields:
   1. Facebook Page: select the page you want to integrate.
   2. Routing Point: choose the Interaction Routing type routing point where the flow will execute whenever an interaction (post comment) is received.
2. Click “Save” to store the configuration. Keep in mind:
   1. Only comments on posts are received, not on Facebook or Instagram reels.
   2. Each Facebook or Instagram page can point to a different routing point.

After saving, a table will display the integrated pages. There you can view:

• Page ID
• Page name
• Associated routing point
• Connection status
• Available actions: edit or delete the integration

To manage comments on Facebook or Instagram posts, make sure you have an active Interaction Routing routing point with an active, designed, and compiled flow:

1. From the left-hand menu in wolkvox Manager, select the wolkvox Studio icon.
2. Click the “Diagram Routing” tab.
3. Right-click on the desired routing point.
4. Select the type “Interaction routing (email, Facebook, Instagram, Twitter)”.

In wolkvox Studio, design the flow that will execute when an interaction arrives.

The most basic flow uses the “Transfer to a skill” component, which sends comments from Instagram and Facebook posts to an agent queue or a specific agent.

Note:

• The same routing point can receive interactions from both Facebook and Instagram.
• Chats (Messenger or Instagram) must point to a ChatBot-type routing point, while interactions (post comments) use Interaction Routing.
• Design and compile the corresponding flow in each routing point type.

Once the Facebook Page integration is complete:

1. Repeat the same procedure from the “Omni Channel” tab, but select Instagram or Facebook Messenger.
2. It is not necessary to create new routing points because:
   • Interactions from both networks can point to the same Interaction Routing routing point.
   • Chats (Facebook Messenger, Instagram, and WhatsApp) can share the same ChatBot-type routing point.

Comments on Facebook or Instagram posts will automatically appear in wolkvox Agent within the Interactions section. Agents can reply directly from the interface without needing to access the social networks.

Chat messages received from Facebook Messenger or Instagram Direct will be displayed in the Active Chats module. Agents can respond directly from the interface without needing to access the social networks.

Final Result

At the end of the process, your wolkvox operation will be integrated with Meta’s social networks (Facebook, Instagram, and Messenger), allowing you to:

• Manage post comments directly from wolkvox Agent.
• Receive and respond to chat messages in real time.
• Centralize social media customer service in an omnichannel environment without leaving the platform.