In recent years, several companies have developed alternatives to Facebook’s management message interface to provide companies with the necessary functionality to allow collaboration with more agents dedicated to customer service, compared to a one-to-one conversation.
These platforms include features such as:
Assign chats to an agent or team
Routing systems
Response templates
Tags
Notes
Contact data management.
Integrating one or more of these features into a customer service platform allows a business to manage messages via Facebook in a scalable way.