We use FreshDesk for our social media ticketing and we are in the process of building a full customer service bot that would provide Tier 1 technical support flows. We are considering adding a Web Messenger bot and Text bot as well. What is nice with social media is that all Facebook private messages automatically pull into FreshDesk and as agents we can see the full conversation. That way if the conversation needs escalated to a human for takeover, we can see context.
Is there a way to send the full message conversation from web messenger or Text message through to our helpdesk via the “Send a Message” function?