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Facebook private messages & Business hours

  • 1.  Facebook private messages & Business hours

    Posted 01-30-2020 10:47
    Hi,
    I have a question about Facebook messenger message (Facebook private messages) received during weekend, night hours or holidays.
    I have set up a welcome message and "closed contact center" and it's working.
    I would follow the following process:
    1) put private messages (outside business hours) in the virtual queue used to manage every Facebook message. 
    2) private messages remain in the virtual queue until the contact center will open.
    3) I presume I don't need to change the routing strategy. 
    4) when the contact center opens (the next day) the older messages will be forwarded to a specific team with specific skill to be answered.
    Do you agree with me with this "solution"?
    In addition to the above,
    please could you suggest me some best practices or advice about this "case"?

    I appreciate you for advice. 
    Best regards

    #DigitalChannels

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    Sergio
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