Facebook, Instagram, WhatsApp and TikTok
Not availableMessages and comments from Facebook, Instagram, WhatsApp and TikTok Shop do not come into the helpdesk yet. Here is how to handle them meanwhile.
The helpdesk does not connect to social channels. Facebook Messenger conversations, Facebook and Instagram comments, Instagram direct messages, WhatsApp Business messages and TikTok Shop messages stay in those apps, and the AI agent cannot answer them either.
Facebook Messenger, Instagram and WhatsApp are listed in the app directory as Not available yet, with a greyed-out Connect button. TikTok is not listed. Growth Dept has not set a date for any of them.
What to do instead#
Answer in each app's own inbox, such as Meta Business Suite for Facebook and Instagram, and the WhatsApp Business app. Agree who on your team watches them.
Move longer conversations to a channel the helpdesk has. When a question needs an order lookup, a refund or a few back-and-forths, ask the customer to email your support address or use your contact form. The whole history then sits on their customer profile. See Contact forms.
Point your profiles at your help center. Put your help center or contact page in your Instagram and TikTok bio and your Facebook page's contact button, so people find answers before they message. See Link to or embed your help center.
Use chat on your store for shoppers who would otherwise message you on social media. See Put chat on your store.
Keep a record when it matters, for example a complaint that may come back, by starting an internal-note ticket on the customer. See Start a new ticket.
Social messages do not appear in the helpdesk's reports.
Related articles
- Connected apps and the app directorySee which mailboxes and integrations are connected to your helpdesk, connect a new one, and check which apps are not available yet.
- Put chat on your storeCreate a chat, paste its one-line script into your store's theme, limit it to your own sites, and test it before customers see it.
- Contact formsBuild a contact form, publish it as a link or on any page of your store, swap it in for email links, and sort its tickets with rules and views.
- Link to or embed your help centerPut your help center where customers look for help, in your store's menus, order emails, replies and chat, and why it cannot be embedded in a store page.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.