Using The Comms Hub – Social Media Messaging

The Comms Hub is a web messaging application that offers various communication tools. This article will show you how to use the Social Media features of the Comms Hub. You can easily navigate to a specific feature using the outline on the side or read through the entire guide to familiarize yourself with all the features. For an overview of what the Comms Hub can be used for, see the Comms Hub Overview article.

In the Social Media section, you can reply to messages sent by users using Facebook Messenger or WhatsApp. Before sending and receiving social media messages, you must connect to your Facebook and WhatsApp accounts. You can connect up to three Facebook Pages and three WhatsApp numbers to your Comms Hub. See the following articles for Adding a Facebook Connection and Adding a WhatsApp Connection.

The Social Media section of the Comms Hub only allows users to respond to messages that have been received. This means you can only send a message to someone who has first sent you a message. 

1. Access the Communication Hub page by clicking Comms Hub in the left sidebar.
2. Click the Social Media tab to switch to Social Media Messaging.

   

Assign New Incoming Message

When a user sends you a message through Facebook Messenger or WhatsApp, the message will arrive in your Comms Hub – Social Media section. If this is the first message you have received from this user, you must assign the user to one of your accounts before you can respond to their message. Follow the instructions below to assign the new message to an account.

1. Check for a new unread message on the Social Media tab. The Social Media tab will have a blue square with the number of unread messages inside. The Unassigned tab will have a blue dot.

   

2. Click the Unassigned tab to find the new message.

   

3. Click the new message to show the Conversation thread.

   

4. Before you can reply to the user, you must assign the message to one of your accounts by clicking Assign.

   

5. Pick an account to assign the chat message to:
   1. Click Assign to me.

      

   2. Or click the Account dropdown and select the account to assign the chat message to.

      

   3. If selecting an account, click Assign.

      

6. If the message is assigned to the account you are currently using, it can be found under the Mine tab.

   

Conversation Section

The conversation section allows you to communicate with contacts who contact you through Facebook Messenger or WhatsApp.

Send Message

1. Enter the message in the message box at the bottom of the conversation section.
   • (Optional) Click the smiley face icon to display a menu of emojis to insert into the message.
2. Click Send.

   

Attach Image to Message

You can attach media files in the following file formats:

File Type	Supported Extensions
Image	.jpg | .jpeg | .jfif | .png
GIF	.gif
vCard	.vcf
Video	.mpeg | .mpg | .mpe | .m1v | .m2v | .mp4 | mp4v
PDF	.pdf
Document	.doc | .docx
Text	.txt | .text
Audio	.wav | .mp2 | .mp3

1. Click Attach and select Upload new. (Alternately) Select Use existing if you want to attach a file you have already uploaded.

   

2. Drag and drop a file into the window or click Browse to select a file.
3. Wait for the file to upload, and then click Ok.

   

4. The attached file will be displayed next to the message.
   • (Optional) Write a message to send along with the file.
5. Click Send.

   

Contact Options Menu

The Contact Options menu provides options for managing the user with whom the conversation is being conducted. The options are explained below.

Set Tag

A tag can be used to manage users in various ways, such as assigning clients to team members or displaying short notes about a client. Tags are searchable and are displayed next to the user’s name.

1. Click the gear icon to open the Contact Options menu.
2. Click Set Tag.
3. Enter the tag for this user in the Tags textbox. Note: A user can only have one tag.
4. Click Save.

   

Assign

Specific accounts can be assigned as the point of communication for the user. When a user is assigned to your account, it will appear in the Mine list of the Chat tab.

1. Click the gear icon to open the Contact Options menu.
2. Click Assign.
3. Click the Account dropdown and select the account to assign the user to.
4. Click Assign.

   

View Profile

1. Click the gear icon to open the Contact Options menu.
2. Click View Profile.

   

Update Contact

1. Click the gear icon to open the Contact Options menu.
2. Click Update Contact.
3. Update the desired information.
4. Click Save.

   

Conversation Options Menu

The Conversation Options menu provides control of the conversation.

• Mark as unread – This option turns on the unread message indicator for the conversation.
• Hide conversation – This option hides the conversation from the Chat Tab. Note: To unhide the conversation, search for the user and assign it to your account.
• Stop conversation – This option hides the conversation with the user from the sidebar and removes the user from all subscriptions. A confirmation window will appear to confirm your selection. Note: The messages for this user have not been deleted and can still be accessed by searching for the user.

  

AI Assistant

The AI Assistant is an advanced tool that reads messages received in the Comms Hub and suggests replies. It enables your agents to respond to various client queries quickly. For more information about the capabilities of the AI Assistant and how to get started using it, see the Using The Comms Hub – AI Assistant article.

Sidebar

The Comms Hub sidebar allows you to select the conversation to display in the Conversation Section and manage the users. The features of the Social Media sidebar are explained below.

Assignment Tabs

The users are grouped based on who they are assigned to.

Messenger Type

The user entry displays a messenger icon on its left side, denoting the messenger being used for communication. See the images below for which icon represents Facebook Messenger and WhatsApp messages.

Message Status

Due to WhatsApp’s policy, message threads will be deleted after seven days of inactivity. To indicate this, the background color of a user will turn red after seven days of inactivity.

Search

You can search through all the active users and display the results in real-time as you type. The search results are displayed below the search bar. The search will look for the search string in multiple fields, including first name, phone number, and contents of the last message.

Contact Menu

Right-click a user to bring up an options menu for the user.