The Facebook Messenger Integration enables businesses to centralize Messenger conversations inside the Omni-Channel dashboard. Agents can respond in real time without switching tabs or platforms, ensuring faster resolutions and consistent customer experiences.
UI/UX Design: Designed integration flow and Omni-Channel screens.
User Research: Conducted interviews and competitor analysis.
Prototyping: Created low-fi to hi-fi mockups.
Collaboration: Worked with product managers and engineers for feasibility checks.
3 Months
Businesses using Messenger often juggle multiple apps to manage conversations. This leads to missed messages, slower response times, and inconsistent support experiences.
Discovery → Stakeholder interviews, competitor benchmarking (e.g., Zendesk, Intercom).
Research → Identify user needs and pain points.
Ideation → Draft user flows for connecting Messenger to Omni-Channel.
Prototyping → Low-fi → mid-fi → hi-fi designs.
Validation → Internal testing and feedback loop.
Identify blockers in switching between multiple platforms.
Assess desired features: unified notifications, tagging, ticket conversion.
Unified inbox that reduces context-switching.
Ability to tag, assign, and prioritize Messenger conversations.
Performance visibility (response times, engagement).
No central analytics for Messenger-specific performance.
Time wasted toggling between dashboards.
Lack of tagging and assignment options in native Messenger.
💡 Want to experience it yourself?
Head over to www.tawk.to and try the Facebook Messenger Omni-Channel Integration firsthand. Explore the filters, tags, and smart search to see how it makes finding and managing conversations effortless.
✨ Thank you for exploring this project!