If you don't have conversation control, you may see a text warning on the message. However, you can still reply to the conversation by using the Human Agent tag permission. This will allow you to interject the conversation and take control of the thread.

One common use case for this is when a user is stuck in a conversation with an automation app and the agent needs to intervene. When the app with the Human Agent tag permission interjects the conversation, the thread control is passed to the Sprinklr App.

However, please use this tag only when you see genuine cases of intervention and when you have ascertained 100% that you have to take control. Facebook would be monitoring the use of this tag for any misuse or violation.

Error

If the messages start failing it means you don't have the thread ownership and the agent, replying from Sprinklr, will see this warning in the publisher window.

For example, the error could be

Solution

Steps to Configure Sprinklr as Primary Receiver in Handover Protocol

1. Login to your Facebook account and select the desired page.

2. Click on the page name located in the top left corner.

   
   

   

   
   

3. To access the settings, go to the Manage Page window and click on Settings on the left-hand side.

   
   

   

   
   

4. In the Settings window, click on the left-hand side option for New Pages experience.

   
   

   

   
   

5. On the New Pages experience window, choose Advanced messaging from the options on the left-hand side. If your page has been added to Sprinklr, you will see Sprinklr listed under Connected Apps.
   
   
   
   

6. Next, go to App settings and click Configure next to Messenger Receiver.
   
   

   
   

7. On the App settings pop-up window, select Sprinklr from the dropdown menu next to Primary receiver for handover protocol.