> For the complete documentation index, see [llms.txt](https://docs.omnileads.net/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnileads.net/english/agent-handbook/messenger-messages.md).

# Messenger Messages

## Instagram Messenger Messages Reception

The agent toolbar allows for the management of multiple channels. An agent can be in a video call, a call preview, paused, or on hold, and simultaneously sending or receiving messages via WhatsApp/social media, etc., all seamlessly and without interruption.

When a campaign has the Messenger channel activated and its referral strategy configured, it is ready to send and receive messages through its General Inbox.

To manage seamless conversations, the agent must have the Meta Messenger message management skill (configurable in the Agent Group they belong to). From this skill, they can select the corresponding icon to access the Campaign General Inbox.

<div data-full-width="false"><figure><img src="/files/wtUMzcWXf5XyYxczS0FI" alt=""><figcaption></figcaption></figure></div>

The "New" tab (General Inbox) will display all incoming campaign messages that have not yet been handled by an agent. Meanwhile, the "Handled" tab (Personal Inbox) will record all conversations that have not yet been closed by the agent.

<figure><img src="/files/jsUjbO7BIokFwtx5V3xX" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/TVwngbRBUJvtKyusoV2s" alt=""><figcaption></figcaption></figure>

<mark style="color:$danger;">IMPORTANT: As of this release date, all campaign agents with channel access permissions enabled can individually "pick up" messages from the General (New) Inbox and manage them in their Personal Inbox. Future releases will include new algorithms that allow for configurable distribution by the administrator (by skill, by number of messages, in round-robin, etc.).</mark>

In this way, by clicking on the "capture" icon of the conversation, the agent attends to the waiting user and manages it in their Personal Inbox.

<figure><img src="/files/Ne8LrAlj1ocAgw6CKyuO" alt=""><figcaption></figcaption></figure>

## Contact Management

A new contact who initiates a conversation with the Company is not yet part of the campaign database. Therefore, for the proper handling of their journey, they must be identified and entered into the database. In this scenario, a message will appear prompting you to identify them, stating: "The contact has not yet been registered; you can identify them HERE."

<figure><img src="/files/BOLTWc3vKuIuIm2TBoKY" alt=""><figcaption></figcaption></figure>

Once the data has been saved, the contact is registered in the database and OMniLeads will use their identifier for future interactions.

<figure><img src="/files/NGKp8MdgQ85UN5iOJ0MV" alt=""><figcaption></figcaption></figure>

The agent can perform different actions on a conversation:

* Transfer to another agent (Transfer)
* Close it with a campaign rating (Call Disposition)
* Send Quick Response Message Templates
* Edit Contact in Database (Edit Contact)

## Transfers

Just as an agent can transfer a call to another agent, the Channel Orchestrator allows the user to have message transfer between agents.

<figure><img src="/files/Umy5N3DNNpdLUzEvwoK7" alt=""><figcaption></figcaption></figure>

In other words, agent A can transfer a message that is in their Personal Inbox to agent B, so that the latter can continue to manage it in a timely manner.

<figure><img src="/files/ej9b70kNrAtWHDvtWMGc" alt=""><figcaption></figcaption></figure>

## Ratings

In turn, a contact can be rated in Meta Messenger based on the ratings assigned to the campaign:

<figure><img src="/files/hYUncM62IgtMQyh19xja" alt=""><figcaption></figcaption></figure>

Clicking on the Rate icon will open a pop-up window where you can select a Campaign Rating Option and an observations field for agent notes.

<figure><img src="/files/QGhyjNVcttTdGsuow1Eh" alt=""><figcaption></figcaption></figure>

At the same time, the agent is provided with a history of ratings belonging to the contact in question, with the aim of providing information about the user's journey in past interactions (tab "Records").

## Fast Answer

Quick replies allow you to send information quickly and with just a few clicks, avoiding wasted time in writing.

<div data-full-width="true"><figure><img src="/files/plBr3ztEIXs3AjnKMjsq" alt=""><figcaption></figcaption></figure></div>

By clicking on the "Templates" icon, the agent accesses all the messages that have been generated as Campaign Resources (see Message Templates section), and can send them quickly.

<figure><img src="/files/NUPG4xrlwVN4q6hiEmkp" alt=""><figcaption></figcaption></figure>

Channel reporting and statistics can be expanded from the Message Reports section. Detailed conversations can also be accessed from the Meta Conversations section.


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