Facebook Interactive Messenger is a feature within the Workflow Builder toolkit, designed to facilitate customer engagement on Facebook and Instagram through direct messaging channels. This tool empowers businesses to drive sales and conversations while ensuring timely and personalized interactions with potential leads. With Facebook Interactive Messenger, businesses can attract and engage customers when they're ready, never missing an opportunity to provide assistance or gather valuable feedback.
How to Use the Feature:
Prerequisites: Ensure that your Facebook account is integrated with the Progreda platform.
1. Go to settings.
Navigate to integrations.
Go to the Facebook and Instagram sections.
Connect your account.
2. Initiate the Workflow
Go to the Automation tab
Click on create a new workflow and add a trigger ‘facebook comments on a post’ or a relevant trigger like ‘customer replied’.
Access the Action: In the Workflow Builder, navigate to the "Communications" category. Select the Facebook Interactive Messenger action.
Configure Reply Type: Choose between "Reply to DM" and
"Reply to comment via DM" based on your communication needs.
Compose Message: Configure the message to be sent, either by selecting from pre-existing templates or writing a custom message. Attach files or add buttons to enhance communication.
Add Buttons: Include up to three buttons in your message to guide the conversation.
Offer customers the option to open a website, call a number, or perform actions.
Quick Replies: Streamline customer interactions by providing predefined message options that customers can easily select with one tap. Configure up to 13 quick replies, each with a maximum of 20 characters
Note: In this Facebook Interactive Messenger action, you can add Buttons, Quick Replies, and Files alongside each other in one action. In the Instagram Interactive Messenger you can either add buttons or Quick Replies in a message. Quick Replies can only be added when no attachments are included in the same message.
Set Default Wait Time: Specify a default wait time before the contact moves to the default branch. This ensures a seamless flow of communication.
Publish Workflow: Once configured, publish your workflow to activate the Facebook Interactive Messenger action.
NOTE: For an in-depth overview of Workflow Testing see our article, “Using the Testing Features in Workflows”
Important Points to Note:
Ensure that the "Page is" filter is selected as the first field in triggers to avoid the deletion of dependent filters.
A maximum of three buttons can be added to the Interactive Messenger action.
No further actions can be added after the "Call" button.
A default wait time of 10 seconds is added, which can be edited as needed.
Failure to reply within a 7-day window in the "Reply to comment via DM" scenario may result in delivery failure.
Benefits:
Enhanced Customer Engagement: Facebook Interactive Messenger enables businesses to attract and engage customers when they're ready, leading to increased sales and conversions.
Efficient Lead Management: Never let a lead slip away with instant engagement. Identify interested leads and re-engage them without the need for expensive retargeting ad campaigns.
Personalized Communication: Instantly engage with each comment, attracting customers faster than ever before. Customize messages to suit individual customer needs and preferences.
FAQ:
What is Facebook Interactive Messenger?
Facebook Interactive Messenger is a feature within the Workflow Builder toolkit that allows businesses to engage with customers on Facebook and Instagram through direct messaging. It helps drive sales, manage conversations, and ensure timely, personalized interactions with leads, never missing an opportunity to assist or gather feedback.
How do I use Facebook Interactive Messenger?
Ensure Integration:
Make sure your Facebook account is integrated with the Progreda platform.Go to settings.
Navigate to integrations.
Go to the Facebook and Instagram sections.
Connect your account.
Create a Workflow:
Go to the Automation tab.
Click on “Create a new workflow” and select a trigger, such as “Facebook comments on a post” or “Customer replied.”
In the Workflow Builder, navigate to the "Communications" category and select the Facebook Interactive Messenger action.
What can I customize in the Facebook Interactive Messenger action?
Reply Type: Choose between "Reply to DM" or "Reply to comment via DM" based on your communication needs.
Compose Message: Write a custom message or select from pre-existing templates. You can also attach files or add buttons to enhance the communication.
Add Buttons: Include up to three buttons to guide the conversation. Options could include opening a website, calling a number, or performing actions.Quick Replies: Provide up to 13 predefined message options, each with a maximum of 20 characters, to make customer interactions faster and smoother.
Can I use buttons and quick replies together?
Yes, in Facebook Interactive Messenger, you can add buttons, quick replies, and files within the same action. However, in Instagram Interactive Messenger, you can only use either buttons or quick replies, not both in the same message.
What is the default wait time in the workflow?
A default wait time of 10 seconds is set, but you can edit this time to better suit your needs before the contact moves to the next step in the workflow.
Are there any important limitations I should know about?
Ensure that the "Page is" filter is selected as the first field in triggers to prevent the deletion of dependent filters.
A maximum of three buttons can be added to the Interactive Messenger action.
No actions can follow after the "Call" button.
Failure to respond within 7 days in the "Reply to comment via DM" scenario may lead to delivery failure.