Customer's Facebook Handle

Knowledge Hub
1

Hello Support team,

Kindly assist with where an agent can find customer’s Facebook handle on Advisor’s Desktop.

2

Hi Ose, the expert needs a little more context. Could you explain the use case? Thanks!

3

Hello Shalini,

If an agent receives a chat from a customer and the agent what’s to get the identity i.e. who the agent is chatting with on facebook messanger, how do he locate the facebook handle (i.e. the username) of the customer?

4

Hi Ose,

Can you please confirm the eGain version for this request?

Thank you
Mihir

5

Hello Mihir,

It’s on eGain cloud. v 17.0.7.43

6

Hi Ose,

With 17.0.7.43, we only get the Facebook ID of the customer in Advisor desktop.

You can find that within the customer pane under the Customer details → Contacts → Social.

With R21.2 we have added the enhancement to fetch the customer first and last name in case of Facebook messenger in the Advisor desktop.

Thank you
Mihir

1 Like
7

Hello Mihir,

Thanks for the feedback.