In April 2016, Facebook announced a new Messenger Platform consisting of Natural Language, Artificial Intelligence based Bots. The goal is simple: you should be able to message a business the same way you message a friend, getting smart, automated answers prior to engaging with a CSR.
Collab has taken this Facebook API to new heights, integrating SugarCRM with our Multimedia Next Generation Contact Center. In this app throwdown, we illustrate a customer engaging via Messenger with a Bot, then being routed to a live agent that can view customer profile and complete interaction history in SugarCRM.
The live chat originates a lead that is later followed up via a Click to Call within SugarCRM. The process can iterate in multiple touchpoints, such as emails and Facebook Posts.
Our goal is to showcase best of breed omni-channel capabilities, built-in SugarCRM, powered by Collab, with the brand new Facebook Bot Messenger API!