This article is for users of classic Business Center. If you are a Command Center user and looking for how to get started with your inbox, Click Here

Make your Thryv inbox your central hub for client communication. Thryv can provide one inbox where you can communicate 2 ways with your clients who are using your client portal, SMS, Facebook Messenger, and WebChat. This guide will show how to set up each component of your inbox so that you can communicate with your clients through multiple channels with one easy tool!

Article Contents

• Connect Your Messaging Platforms
  
  • Webchat
  • Facebook Messenger
  • Instagram Messenger
  • Google's Business Messages
• Using the Centralized Inbox
• FAQ

Connect Your Messaging Platforms

WebChat

WebChat is a live chat feature that Thryv adds to your website. It can be added directly to your Thryv website, or we can provide the HTML code if your website is housed elsewhere. 

To enable WebChat, navigate to the App Market, then click on the WebChat App

Next, click on Get This App

Next, you will be able to customize the Header Color, Text Color, and Action Button Color for your WebChat. 

Click on Pick Color 

for each item (Header, Text, and Button) to open the color picker. You can select a color by clicking on it in the square, and using the brightness slider to adjust. You also can enter a HEX Code or RGB code as well. Note: The exact RGB Code for your website can be found by navigating to Online Presence>Website Widgets. 

Once you have customized the color for all 3 items, click on Install

For an Internal Site, meaning your website is managed by Thryv, click on Alert Web Team. This will alert Thryv's web team to add the WebChat widget to your website and make sure everything is running smoothly.

For an External Site, meaning your site is managed by someone other than Thryv, you will need to copy the HTML code and paste it at the end of your header in the code for your website. If you're not able to add the script to your site right away, you will receive a message in your Thryv inbox that contains the Script, so you can do so when you are ready.

After this step, the install is complete! Please allow 24-48 hours for our web team to add the WebChat widget to your Thryv site. Alternatively, for immediate service, you can call us directly at 866-239-8317 to have WebChat added. Between 8am to 2am CST, Monday through Thursday, Friday between 8am to 7pm CST, Saturday 10am to 4pm CST, and Sunday 5pm to 2am CST.

To make changes to your WebChat widget, navigate back to the app. Upon visiting again, some new buttons will appear:

• Update - The changes you have made to your WebChat widget will take effect
• Uninstall - This will remove the app and remove the WebChat widget from your website.
  • Note: This option will only work if your website is managed by Thryv. If you have an external website, then to uninstall you will need to delete the HTML code for the WebChat widget from your website. 
• Back To Thryv- The changes you have made to your WebChat widget will be discarded and you will be taken back to the App Market

Facebook Messenger

In order to use Facebook Messenger, you will need to have a business page created on Facebook. 

To connect your Facebook Business Messenger to Thryv, navigate to the App Market, and select the Facebook Business Messenger app. 

Next, click on Get This App

 

Next, review the permissions that Thryv will need to connect to Facebook, then check the box accepting the terms and conditions and click on Connect To Facebook Account

 

You will then be prompted to log in to your Facebook account, or "continue as" if you are already signed in. It will sign into your personal Facebook page only momentarily, and then will sign into your Business Page. Thryv will not gain access to your personal page in any way, except to log in to your Business Page.

Note: The Facebook profile signed into must be an Admin on the business page. A permission level any lower than Admin will result in an error and will not install the app.

Confirm you are signed in to the correct Facebook account and click on "Continue As (Your Name)"

After logging in to Facebook, you will see all of the business pages connected to your Facebook account. Check the box for the one you want to connect, and click on Next.

Next, review the permissions for connecting your Thryv inbox and Facebook Messenger. Keep in mind that turning off any of these permissions could affect the performance of your Inbox. Once you are finished click on Done.

If your business page does not appear, or if you want to add more business pages (note that they must all be managed by the same Facebook profile), click on Add Pages to connect more. Once you are ready to install click on Install.

Once you are finished, you will see a confirmation screen. Click on OK and the pop-up window will close. The installation is complete at this point.

Facebook Troubleshooting

If any of the pop-ups in the installation process fail to appear, you may need to turn off your pop-up blocker, or any external privacy extensions you have on your browser. These extensions can affect the way Facebook accesses and shares information and disrupt the install process.

In the event your Facebook authentication is revoked, you may need to re-authenticate. You will receive an injected message in your Thryv inbox when this happens. To re-authenticate, navigate back to the app. Click on Re-Authorize to re-authenticate your account.

If the app fails to connect, it could be because of insufficient permissions on your Facebook Business Page. To verify you have the correct permissions, log into your Facebook account. Navigate to Pages on the left hand side.

The pages you manage will be displayed. Click on the page you are trying to connect, and repeat this process if you are trying to connect multiple pages.

On the left side, scroll all the way down to Settings.

 

Within Settings, click on Page Roles

Beneath your profile picture your role on the business page will be displayed. The only role sufficient to connect the app is Admin. If you do not have the sufficient permission level, it will need to be granted to you by the admin on your page. You will need to consult with your admin on how to proceed from here.

 

Instagram Messenger

To connect Instagram messenger, you must ensure that your Instagram is both an Instagram Business Account and that it is connected to your Facebook Business Page account in Facebook. To learn how to create an Instagram Business Account, see the video guide located here. To connect your Instagram account to your Facebook Business Page, see the walkthrough guide located here. Once you have ensured these steps are completed, you can install the Instagram Messenger App.

To do so, navigate to the App Market and select the Instagram Messenger App.

Next, click on Get This App

Next, review the permissions that Thryv will need to connect to Instagram, then check the box accepting the terms and conditions and click on Connect To Instagram Account

You will next be prompted to log in to your Facebook Account, or "continue as" if you are already signed in.

 

After logging in to Facebook, you will need to connect your business page or pages to Thryv. To do this, click on Add Pages.

Check the box for the page or pages you want to connect, and click on Next.

Next, review the permissions for connecting your Thryv inbox and Instagram Messenger. Keep in mind that turning off any of these permissions could affect the performance of your Inbox. Once you are finished click on Done.

Click OK on the confirmation screen

 

You will then see your connected pages listed. Click on Install to complete setup.

Wait for a moment while the install takes place. You will then be redirected back to Thryv.

 

 

 

Google's Business Messages

Note: Before you proceed with this step, your Google My Business listing needs to be claimed. You will not be able to complete this install unless it is claimed.

To get started, first navigate to the App Market, then select the Google's Business Messages app.

Next, click on Get This App

First, Thryv will need to confirm that you have access to your Google Business Profile. If you do not have access, you will not be able to continue with the install

Check the box to agree to terms and conditions and give permission for Thryv to access information from your Google account, then click Connect to Google Account.

You will be prompted to sign into your Google account. Make sure that you are signing into the same Google account used to claim your listing. If you sign into a different Google account the app will not work.

Next, grant the necessary permissions for Thryv to access your Google account. Note that all of the permissions are necessary for the app to function. Once the boxes are checked, click on Continue.

Note: This app will not function unless all boxes are checked. If you attempt to proceed without checking all boxes, you will be redirected back to this screen until all boxes are checked.

Set your auto-responses that Google Business Messenger will use. The Welcome Messagewill automatically be sent to customers who message you during your business hours, while the Offline Messagewill be sent to those who message you outside those hours. Once your auto-responses are set, click on Installto complete the process.

Note: Even if your business is listed as 24 hours or has no hours, the offline messages field is still a required field. A best practice is to copy and paste the welcome message into this field, just in case that ever changes. Otherwise, this message will never actually be sent

You will see this success screen when the install is complete. Click OK to continue. You will be redirected back to your Inbox.

Using the Centralized Inbox

To toggle the channel used to communicate with your client, navigate to the channel icon. The icon will display the current channel.

Facebook Messenger or WebChat will show a green dot if they are available to use for that client. These channels can only be used if the client has initiated the conversation through these channels.

 

A WebChat session will stay open for 1 hour after no activity on the customer's end. A Facebook conversation will stay open for 24 hours of inactivity on the customer's end before the conversation closes. After this happens, the conversation can only be initiated from your customer's end.

Click on Explore Channels to be taken to the App Market to connect your messaging platforms. 

For a full guide to communicating with WebChat, click here!

 

FAQ

How do I know which connected channel I received a message from?
All incoming messages are organized and shown in the conversation thread under a header of the channel it was received from. Once a new message is received from a different channel a new header will appear in real-time above the new message within the conversation thread.

 

I only have a Facebook business page, can I still use Centralized Inbox?
Yes! Each channel is connected on an individual basis. You choose which apps to integrate in Thryv’s App Market. However, to give your customers more options, we suggest you connect to as many as possible! Once connected you don’t have to manage multiple channels since all of your conversations will be located inside Thryv, making it easy to respond from one place.

 

How do I know which channel I am using to respond to a message?
All responses will automatically be sent to the last channel a message was received. For example, if a customer started a conversation on text then moved to Facebook Messenger, if you didn’t respond until the last message from FB messenger, your response will be sent to FB messenger.

 

Can I select which channel to respond to a message in the Thryv Inbox?
All responses will be sent to the channel where the customer initiated the conversation. Once a conversation is expired you can then choose to send a message via Email or SMS/Text.

 

How long after the initial message can I respond to a WebChat conversation?
From the initial message, you can respond to the customer directly from inside Thryv to WebChat. A WebChat session ends after 1 hour of no activity from your customer. You can then only respond to the customer by selecting SMS or Email if the telephone number or email address is saved.

 

How long will a Facebook Messenger conversation stay active?
A conversation originating from Facebook Messenger will end 24 hours after no activity from the customer. After 24 hours the conversation can only continue on Facebook Messenger if it is initiated by the customer again. You can connect with the customer by selecting SMS or Email if the telephone number or email address is saved

 

How do I capture lead contact information from multiple platforms?
Messaging apps connected via the Thryv App Market include an instant-reply request feature. When a customer connects with you from any connected channel, they will receive an instant reply requesting their name and email address. All information entered automatically creates a new contact in your Thryv CRM or updates an existing contact with additional details captured.

 

What information will be captured when a new contact is added to the CRM? Can I select which information to capture?
Thryv helps you capture: Name, address, phone, and email to fill your CRM with more details. We also enrich your contacts with additional things like photos and social media handles when possible. Capturing more meaningful information helps you have more meaningful contacts and conversations, including updating existing contacts.

 

Can I connect WebChat to my website if I don’t have a Thryv website?
Yes! WebChat will connect to any Website that can accept using a source code. Click here for more information on connecting WebChat to your website.

 

My customer messaged me from Facebook, but it is not showing in my Thryv Inbox.
To receive messages from Facebook or any other messaging app you must connect the app to your Thryv through the Thryv App Market. Double-check that you have connected the app and it is linked to your correct Facebook business page. Click here for help connecting Facebook Messenger to your Thryv Inbox.

 

I have multiple Facebook pages, am I able to connect all of them to one Thryv?
Yes! All of the business pages must be managed by a single personal profile to be connected to the same Thryv inbox.

 

I have an external (managed by someone other than Thryv) website, and I'm trying to make changes to my WebChat widget. Do I need to copy and paste the code again?
No, any changes you make in the app will update automatically using the same code, there is no need to copy and paste again.

 

How can I uninstall WebChat from my website?
If you have a Thryv website, you can remove WebChat by disconnecting the app from the App Market. If WebChat was added to your site using an Html code you will need to remove the code to remove WebChat from your site.