EVOX Connect Omnichannel Social Media Messaging Hub

Leading social messaging services on a single dashboard

Consolidate messages from leading social media platforms for unified management. Respond accurately and promptly and track status to ensure every inquiry is effectively addressed. Consolidating customer communications into a single database is crucial for deploying Gen AI applications.

Popular social media unified

Integrate LINE and Facebook Messenger into your EVOX Connect Omnichannel Contact Center to manage customer service inquiries across multiple channels under a single chat interface. This ensures consistency in responses, service quality and operational efficiency to boost customer loyalty while streamlining workflows.

Gain complete visibility into your customer engagement information and elevate your service workflow.

Respond quickly and never miss a message

Automatically send preset replies to customer messages, providing instant responses even outside of business hours.

Configure automatic routing of messages during and after business hours so every message is instantly assigned to the most suitable agent.

Seamless agent collaboration for uninterrupted service

During a conversation, supervisors can transfer a visitor to a dedicated agent as needed, or send a notification to team members to follow up.

With the help of Gen AI, agents can quickly note key points and apply labels for each conversation for future reference and follow-up.

Type @ followed by a name to notify teammates in the conversation or memo of any updates and follow-ups. This ensure seamless communication and better team collaboration.

Real-time alerts for messages across all channels allow agents to quickly filter and locate unanswered inquiries, ensuring nothing is missed and every message receives a timely response.

Complete records at your fingertips

Supports keyword search so you can quickly pull up and review past conversation records of interest.

Precisely locate social messaging records with specific labels and export them for aggregation and further analysis.

Social CRM

Consolidate contacts from social media into your existing EVOX Connect Knowledge database and create new contacts as needed. All contact activities are accurately matched to the customer for easy access and management.

Integrate additional communication channels
Create the best service experience for your customer

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Frequently Asked Questions

Yes. EVOX Connect supports automatic social message routing. The system can distribute messages from LINE, Facebook Messenger and other channels to the appropriate agent based on availability, workload, or routing rules. Manual transfer and flexible adjustments are also supported — enabling your team to manage message volume effectively across different situations and improve response efficiency.

Through EVOX Connect, agents can directly identify the source platform of each message (such as LINE or Facebook Messenger) and view conversation timestamps and statuses — giving the team a clear picture of where each inquiry stands. The system also flags unread messages, messages read but not yet replied to and messages from VIP customers. This information, paired with message queuing and routing, allows teams to prioritize responses, improve handling efficiency and ensure no important customer is overlooked.

Leading social messaging services on a single dashboard

Popular social media unified

Gain complete visibility into your customer engagement information and elevate your service workflow.

Respond quickly and never miss a message

Seamless agent collaboration for uninterrupted service

Complete records at your fingertips

Social CRM

Integrate additional communication channelsCreate the best service experience for your customer

Web Call

Call Center

Frequently Asked Questions

Can social messaging be automatically assigned to different agents?

With so many messages scattered across different platforms, how can we stay on top of them all?

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Integrate additional communication channels
Create the best service experience for your customer