Skip to main content

Facebook Messenger Chatbots API supported by Cloudagent

Chatbots are great. But they are not perfect. Chatbots have been glorified as the next coming of customer service. And why not. The thought of humans interacting with AI to get things done is sexy. Only problem is that level of tech, especially in AI, is not up there yet. I have no doubt we will get there soon. But we are not there yet.

So when Facebook announced their send/receive API at their F8 conference we at Ozonetel knew we had to integrate it with our cloud contact center solution,Cloudagent.

Luckily, our system is very loosely coupled with clear interfaces and we were able to get the integration done in a couple of days(our engineers are not too happy as they had to pull an all nighter :))

So, when your chatbots get stuck and are not able to answer your customer queries, connect your FB messenger with Cloudagent and provide help from real agents. It works almost like a live web chat system, but over FB messenger and all the regular features like routing to agents, queuing etc are available. So now, your customers can ask you questions using their FB messenger and your agents can answer their queries using Cloudagent system. All the advantages of using a full featured contact center solution exist like monitoring agent performance, setting disposition, getting screen pops etc.
You can use FB plugins and add the messenger support on your web pages. Your customers can also use the FB Messenger app on your mobiles.

This is a huge step for us to move from a cloud "telephony" company to a cloud "communication" company. We already support email and chat agents along with voice agents. Now we have made an entry into the social media space too. Will blog about this in more detail in another blog post.

When you have a huge customer base, it works as a huge advantage. Because of our customer base, we already have more than 10 signups for our new product. Will share the press release soon.

Will also do a separate blog post on the technical challenges and issues faced so far while working with Facebook Messenger API.

Ask for a free demo

Popular posts from this blog

Integrating Arborjs with Angular to create a live calls dashboard

Arborjs  is a cool graph visualization library. Angular  is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to ...

First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

KooKoo Contact Center integration with WhatsApp

WhatsApp announced the launch of their business API yesterday. This is a big deal. A lot of businesses have been asking for WhatsApp integration and now its a possibility. Twilio has already launched an integration . Won't be long before we see a lot more integrations pop up. The most obvious use case is for support chat bots, alerts and reminders. But we at Ozonetel believe one other use case will become the dominant use case, WhatsApp as a support channel with human agents. We believe WhatsApp will become a dominant channel in contact centers world wide. There are multiple reasons for this: WhatsApp is ubiquitous. Everyone has the app. WhatsApp interface is well known to all customers. It is feature rich. You can share audio, video, location etc in the app itself. You can integrate bots for repetitive tasks. Being the leaders in cloud contact center solutions, we at Ozonetel knew that we had to integrate with the WhatsApp channel as early as possible....