> For the complete documentation index, see [llms.txt](https://docs.3dolphins.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.3dolphins.ai/integration/channel-connector/facebook/best-practice-facebook.md).

# Best Practice Facebook

We've compiled a detailed list of how Facebook page can be used on 3Dolphins SRM.

| **Customer**                                                                             | Virtual Assistant (BOT)                                                             | **Agent (Operator)**                                                                                                                                     | **Supervisor**                                                                                                                                           |
| ---------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Send text message on messenger                                                           | <p>Reply message<br>– Text<br>– Carousel<br>– Survey<br>– Quick Reply</p>           | Reply message                                                                                                                                            | Reply message                                                                                                                                            |
| Send message on facebook post                                                            | <p>Define Message :<br>– Negative Word<br>– Complaint<br>– Inquiry<br>– Request</p> | If the customer sends a chat reply in the comment column (not in the reply column) then the chat reply will become a new ticket.                         | If the customer sends a chat reply in the comment column (not in the reply column) then the chat reply will become a new ticket.                         |
| Comment on your public post                                                              | <p>– Find Music<br>– Find Hospital</p>                                              | <p>Send Media Message :<br>– Videos<br>– Document<br>– Images.</p>                                                                                       | <p>Send Media Message :<br>– Videos<br>– Document<br>– Images.</p>                                                                                       |
| Can reply post other customer                                                            |                                                                                     | <p>Send Library (Digital Library Management) :<br>– Send Card<br>– Send Option<br>– Send Images<br>– Send Document<br>– Send Videos<br>– Send Audio.</p> | <p>Send Library (Digital Library Management) :<br>– Send Card<br>– Send Option<br>– Send Images<br>– Send Document<br>– Send Videos<br>– Send Audio.</p> |
| <p>Send Media Message :<br>– Audios,<br>– Videos<br>– GIF<br>– Document,<br>– Images</p> |                                                                                     | Send Form (Form Management)                                                                                                                              | Send Form (Form Management)                                                                                                                              |
| <p>– Find Music<br>– Find Hospital</p>                                                   |                                                                                     | Download Chat History                                                                                                                                    | Download Chat History                                                                                                                                    |
|                                                                                          |                                                                                     | Send Ask Feedback                                                                                                                                        | Send Ask Feedback                                                                                                                                        |


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