Carlos Vasconcelos

Best in Class Winner, Mobile & IoT - Collab: New Facebook Bot Messenger - live customer engagement

Blog Post created by Carlos Vasconcelos on May 13, 2016


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!

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