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External Messaging (including Social Media)

To allow interactions from external messaging applications such as Facebook, Whatsapp etc, NEONNOW can integrate with external chat providers such as Sinch. This extends the webchat channel to include social media channels, listed here.

Below instructions are an example for step-by-step guides to Sinch integration. Note - all features available in WebChat are available here, such as templated responses, wrap codes etc.

Sinch integration - Facebook Example​

The configurations in NEONNOW Admin and Sinch Admin below should be carried out in parallel as information from one is needed on the other and vice versa.

In NEONNOW Admin

  • Under Contact Centre--> Instance --> Settings --> Channels-->Chat-->Third Party, create a Chat provider, fill name and Description
  • On the next page, select the Contact flow for the customer experience. Toggle Allow Agent to send Attachment (if applicable)
  • On the next page, under Setup Your App Webhook, note down the Target Url and Secret token (to be used in the Sinch Setup steps below)
  • On the next page, fill in Project ID, Sinch App ID, Key ID, Key Secret (details from Sinch Setup below).
  • Once all the steps in the Sinch Admin (below) are completed. Click on Run Test button.
  • Check that the test run successfully, and click Finish.

In Sinch Admin Dashboard

  • Under Conversation API, create a project, note down the Project ID
  • Under the project, create a new app such as Facebook App, note the App ID after creation.
  • Click on the app created above, then go to Webhooks. Click Add Webhook with the Target URL and Secret Token (note down from the steps in NEONNOW Admin above)
  • Under the app created above, under Setup channels, click on Set Up Channel on Facebook Messenger. Follow the instruction on the page to login the Facebook Account, then select a page to enable messaging.
  • Open Setting --> Access Keys, create an access Key and note down Key ID and Key Secret

Refer to the following link for up-to-date Facebook channel setup with Sinch. https://developers.sinch.com/docs/conversation/channel-support/facebook-messenger/set-up/

Test the integration by going to the Facebook Page, and click on Message, send a test message. Login to NEONNOW Agent Workspace as an agent with a routing profile having queue specified in Contact flow (configured in Admin setup above) The test message should be received by the agent. Try responding back and confirm 2 way conversations.