{"id":6766,"date":"2026-08-18T14:08:37","date_gmt":"2026-08-18T12:08:37","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=6766"},"modified":"2026-08-18T14:08:37","modified_gmt":"2026-08-18T12:08:37","slug":"messenger-in-the-messaging-pool","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/messenger-in-the-messaging-pool\/","title":{"rendered":"Messenger in the messaging pool"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 6 minutes]<\/em><\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

This article is part of the\u00a0Messaging pool<\/strong>\u00a0series. It focuses on the\u00a0Messenger<\/strong>\u00a0(Facebook Messenger) channel. For the general overview of the pool, see\u00a0Messaging pool in the Banner<\/a><\/strong>.<\/p>\n\n\n\n

Messenger<\/strong>\u00a0is one of the\u00a0messaging<\/strong>\u00a0channels handled in the Banner. Customers write to you from Facebook Messenger, through one of your\u00a0Facebook pages<\/strong>, and their messages are handled exactly like the other messaging interactions: they appear in the\u00a0messaging pool<\/strong>, where advisors can\u00a0view, pick up, reply to, transfer, close<\/strong>\u00a0them, or attach them to CRM elements.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Messenger is an\u00a0asynchronous<\/strong>\u00a0channel relayed by Facebook: the customer can reply minutes or hours later, and the conversation stays open for the duration of a configurable\u00a0session window<\/strong>.<\/p>\n\n\n\n

1. How a Messenger message arrives in the pool<\/h2>\n\n\n\n

Every Facebook page is linked to a Smart Routing<\/strong>. When a customer writes to the page, the message always enters through that Smart Routing<\/strong>, which can:<\/p>\n\n\n\n

    \n
  • qualify the request automatically,<\/li>\n\n\n\n
  • send\u00a0automatic messages<\/strong>\u00a0(text, links, and choice menus rendered as Messenger quick replies),<\/li>\n\n\n\n
  • then\u00a0distribute<\/strong>\u00a0the conversation to the appropriate\u00a0queue<\/strong>, where it appears under\u00a0Messages pending<\/strong>.<\/li>\n<\/ul>\n\n\n\n

    From there, the interaction is either\u00a0presented<\/strong>\u00a0to an available advisor or\u00a0picked up manually<\/strong>\u00a0from the pool. Because Messenger interactions come from Smart Routing, they are shown with the\u00a0smart-routing highlight<\/strong>\u00a0(red) in the incoming popup.<\/p>\n\n\n\n

    Note: if a Facebook page has no Smart Routing linked, its incoming Messenger messages are ignored. A Messenger conversation can later be transferred<\/strong> to a specific advisor, queue or Smart Routing (see section 5).<\/em><\/p>\n\n\n\n

    2. The incoming Messenger popup<\/h2>\n\n\n\n

    When a Messenger interaction is distributed to you, a notification popup appears. It shows:<\/p>\n\n\n\n

      \n
    • the interaction\u00a0type and routing<\/strong>\u00a0\u2014 shown as a title such as\u00a0Messages Incoming Smart<\/strong>.\u00a0The\u00a0Messenger icon<\/strong>\u00a0shown on the popup,<\/li>\n\n\n\n
    • the\u00a0sender<\/strong>\u00a0(the customer’s Messenger name),<\/li>\n\n\n\n
    • the\u00a0queue<\/strong>\u00a0name and, next to it, the\u00a0time already spent waiting<\/strong>\u00a0in that queue,<\/li>\n\n\n\n
    • transfer<\/strong>\u00a0details, if the interaction reaches you through a transfer,<\/li>\n\n\n\n
    • the associated\u00a0script<\/strong>, if one is attached and you have the right.<\/li>\n<\/ul>\n\n\n\n

      Between the\u00a0cross and\u00a0check buttons, a\u00a0countdown<\/strong>\u00a0shows the time you have left to decide before the interaction stops being presented to you. Accept the interaction with the\u00a0Accept<\/strong>\u00a0button, or decline it with\u00a0Refuse<\/strong>. If your profile is configured for\u00a0auto-accept<\/strong>, an\u00a0“Acceptance in\u2026”<\/em>\u00a0countdown accepts it automatically when it reaches zero.<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      3. Picking a Messenger message from the pool<\/h2>\n\n\n\n

      You can also serve yourself from the pool instead of waiting to be presented an interaction:<\/p>\n\n\n\n

        \n
      1. Open the\u00a0Messages pending<\/strong>\u00a0tab.<\/li>\n\n\n\n
      2. Spot the Messenger rows using the\u00a0Source<\/strong>\u00a0column (Messenger tag and icon).<\/li>\n\n\n\n
      3. Click the hand button \u2014\u00a0Take this conversation<\/strong>\u00a0\u2014 on the row you want.<\/li>\n<\/ol>\n\n\n\n

        The pool list shows, for each interaction:\u00a0Wait time<\/strong>,\u00a0Source<\/strong>\u00a0(channel),\u00a0Sender<\/strong>,\u00a0From<\/strong>\u00a0(reception time),\u00a0Queue<\/strong>,\u00a0Session duration<\/strong>\u00a0and\u00a0Forwarded<\/strong>\u00a0status. The\u00a0Session duration<\/strong>\u00a0column shows a\u00a0live countdown of the time left<\/strong>\u00a0in the session window, not a fixed length. An interaction can only be handled by\u00a0one advisor at a time<\/strong>: once you take it, it is yours until you close, end or quit it.<\/p>\n\n\n\n

        \"\"<\/figure>\n\n\n\n

        4. The Messenger conversation interface<\/h2>\n\n\n\n

        The conversation opens in the same interface used by the other messaging channels, organised in three areas: an info panel<\/strong> on the left, the central tabs<\/strong> (conversation, CRM card, case, script, and so on), and the reply area<\/strong> at the bottom.<\/p>\n\n\n\n

        The message thread shows:<\/p>\n\n\n\n

          \n
        • Customer messages<\/strong>, left-aligned;<\/li>\n\n\n\n
        • your\u00a0advisor messages<\/strong>, right-aligned;<\/li>\n\n\n\n
        • Smart Routing automatic messages<\/strong>\u00a0sent before the hand-off;<\/li>\n\n\n\n
        • system notifications<\/strong>\u00a0(events on the interaction).<\/li>\n<\/ul>\n\n\n\n

          Messenger messages support\u00a0file attachments<\/strong>, images, videos, audio and documents. Because Messenger applies its own limits, the maximum size per file depends on the type:\u00a05\u00a0MB<\/strong>\u00a0for images,\u00a016\u00a0MB<\/strong>\u00a0for audio and video, and\u00a0100\u00a0MB<\/strong>\u00a0for documents, with up to\u00a010 files<\/strong>\u00a0per message. A single reply is limited to\u00a01600 characters<\/strong>.<\/p>\n\n\n\n

          Note: Messenger supports\u00a0read receipts<\/strong>, when you open a customer’s message, Messenger is notified that it has been\u00a0seen<\/strong>. The live\u00a0typing indicator<\/strong>\u00a0is not surfaced. Messenger senders have a\u00a0profile picture<\/strong>, shown as their avatar.<\/em><\/p>\n\n\n\n

          5. Available actions during the conversation<\/h2>\n\n\n\n
            \n
          • Reply<\/strong>\u00a0\u2014 type your message,\u00a0attach files<\/strong>\u00a0(from your computer or the documents centre), insert\u00a0emojis<\/strong>, or send a\u00a0private<\/strong>\u00a0(advisor-only) message that the customer does not receive.<\/li>\n\n\n\n
          • Transfer<\/strong>\u00a0\u2014 from\u00a0Open the transfer options<\/strong>, route the conversation to a\u00a0User<\/strong>, a\u00a0Queue<\/strong>, a\u00a0Smart Routing<\/strong>, or a\u00a0Directory<\/strong>.<\/li>\n\n\n\n
          • CRM card<\/strong>\u00a0and\u00a0Case<\/strong>\u00a0\u2014 from the\u00a0Options<\/strong>\u00a0menu, create or attach a CRM card or a case to the interaction.<\/li>\n\n\n\n
          • Payment<\/strong>\u00a0\u2014 from the\u00a0Options<\/strong>\u00a0menu, request a\u00a0secure payment<\/strong>\u00a0(requires the billing\/payment right).<\/li>\n\n\n\n
          • Custom buttons<\/strong>\u00a0\u2014 any buttons your organisation has configured for interactions.<\/li>\n<\/ul>\n\n\n\n

            To finish the conversation, you have three distinct actions:<\/p>\n\n\n\n

              \n
            • Close<\/strong>\u00a0\u2014 you have answered and are waiting for the customer; the interaction moves to\u00a0Messages pending customers<\/strong>\u00a0(see section 8).<\/li>\n\n\n\n
            • End<\/strong>\u00a0\u2014 the exchange is over; the interaction is terminated and archived.<\/li>\n\n\n\n
            • Quit<\/strong>\u00a0\u2014 you hand the interaction back; it returns to\u00a0Messages pending<\/strong>\u00a0in the queue it came from, for another advisor to take.<\/li>\n<\/ul>\n\n\n\n
              \"\"<\/figure>\n\n\n\n

              6. Conditional actions<\/h2>\n\n\n\n

              These actions appear only when their conditions are met:<\/p>\n\n\n\n

                \n
              • Qualification<\/strong>\u00a0\u2014 available when a qualification\u00a0form is configured on the queue<\/strong>\u00a0and you have the qualification right.<\/li>\n\n\n\n
              • Script<\/strong>\u00a0\u2014 available when a\u00a0script is attached<\/strong>\u00a0to the interaction and you have the script right.<\/li>\n\n\n\n
              • Start video call<\/strong>\u00a0\u2014 available when\u00a0video call is enabled on the queue<\/strong>\u00a0and you have the right. The customer receives a\u00a0link<\/strong>\u00a0in the Messenger conversation and joins the video call by\u00a0opening it in their browser<\/strong>\u00a0(the call runs as a web session, not inside Messenger).<\/li>\n<\/ul>\n\n\n\n

                7. The session window<\/h2>\n\n\n\n

                Because Messenger is asynchronous, a conversation is kept alive for the duration of a session window<\/strong> configured on the Facebook page. The window is reset every time the customer sends a new message<\/strong>. Its length is set per page, up to a maximum of 72 hours<\/strong> (3 days).<\/p>\n\n\n\n

                The time remaining before the window expires is shown as a live countdown<\/strong> in the Session duration<\/strong> column of the pool (despite its name, the column displays the time left, not the configured length). If the customer sends nothing before the window expires, the interaction is closed automatically<\/strong>. When the customer writes again after that, a new<\/strong> interaction is created and routed again through Smart Routing.<\/p>\n\n\n\n

                8. Messages pending customer reply<\/h2>\n\n\n\n

                When you\u00a0Close<\/strong>\u00a0a Messenger conversation while waiting for the customer, it leaves your active interactions and moves to the\u00a0Messages pending customers<\/strong>\u00a0tab. As soon as the customer replies, within the session window, it comes back\u00a0automatically<\/strong>\u00a0to\u00a0Messages pending<\/strong>, ready to be picked up and continued.<\/p>\n\n\n\n

                9. Notifications<\/h2>\n\n\n\n

                Sound and visual notifications for the messaging flow are configurable in your user notification settings<\/strong>. For Messenger (as for the other messaging channels), you can be alerted:<\/p>\n\n\n\n

                  \n
                • When a message arrives<\/strong>\u00a0in one of your active conversations;<\/li>\n\n\n\n
                • When a new message arrives in a queue<\/strong>;<\/li>\n\n\n\n
                • When a message exits a queue<\/strong>;<\/li>\n\n\n\n
                • when\u00a0the messaging has just ended<\/strong>;<\/li>\n\n\n\n
                • when\u00a0a participant has left the messaging<\/strong>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

                  [Reading time: 6 minutes] Overview This article is part of the\u00a0Messaging pool\u00a0series. It focuses on the\u00a0Messenger\u00a0(Facebook Messenger) channel. For the general overview of the pool, see\u00a0Messaging pool in the Banner. Messenger\u00a0is one of the\u00a0messaging\u00a0channels handled in the Banner. Customers write to you from Facebook Messenger, through one of your\u00a0Facebook pages,…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[105],"ht-kb-tag":[132],"class_list":["post-6766","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-using-ino","ht_kb_tag-banner"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6766","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=6766"}],"version-history":[{"count":3,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6766\/revisions"}],"predecessor-version":[{"id":6772,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/6766\/revisions\/6772"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=6766"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=6766"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=6766"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}