Automations
Created by: Emma Johnston
Last updated: May 02, 2021
Messenger Bot
HELLO, I'M A CHATBOT
It is best practice to disclose that you are responding using an automated service at the beginning of the conversation. In some countries/circumstances, this is a legal requirement (for example, bots that serve the German market or German users).
ADD A BASIC REPLY MESSAGE
Click here for information on how to send a basic response.
Conditional Automated Response
If you want to be able to conditional replies based on the contact's responses, Workflows work best
CREATE A WORKFLOW
1. Click on Automation > Workflows.
2. Click the green + Create New Workflow button in the top right of the screen. Select Start From Scratch and click the + Create New Workflow button again to enter the builder.
3. Click the Add New Workflow Trigger in the gray box at the top of the builder.
4. Enter a Workflow Trigger Name.
5. Choose Customer Replied from the Choose Workflow Trigger drop-down menu. Click + Add Filters, select Reply Channel, and choose Facebook Messenger.
6. Click + Add Filters again and select Contains Phrase. Enter a phrase in the Value field, such as an FAQ (see below).
7. Click Save and the trigger will be added to your workflow.
ADD A REPLY MESSAGE
1. Click the + to add a new event to the workflow and select Messenger. Change the Action Name.
2. Enter your message, using the custom values drop-down menu to add information such as contact first name or a trigger link.
3. Press Save to confirm the changes.
WAIT FOR CUSTOMER TO REPLY
1. Click the + to add another event to the workflow and select Wait. Change the Action Name.
2. Select Contact Reply and select the last message in the Reply To dropdown menu.
3. Save to confirm the changes.
IF ELSE CONDITION
1. Click the + to add another event to the workflow and select Wait. Change the Action Name.
2. Select Contact Reply and select the last message in the Reply To dropdown menu.
3. Save to confirm the changes.
4. Click the + to add another new event to the workflow and select If / Else. Change the Condition Name so you can identify what the condition was easily. In Segments, select Contact Reply and select the appropriate option. You could select Replied Message and choose from the options. You could add multiple phrases and choose from OR or AND.
5. Under the Yes and No paths, click the + to add a new event to the workflow. Choose and customize the action in the menu on the right. Press Save to confirm the changes.
SAVE, TEST AND PUBLISH
1. Press Save in the top right corner.
2. In the top right, you can click the Test Workflow button and select a contact.
3. Make any changes.
4. Toggle on Publish and press Save.
Create Messenger FAQ Questions
SET UP FAQ OPTIONS
1. Go to your Business Page on Facebook and click on Settings > Messaging. If you want to set up a greeting message, toggle on Show a Greeting and click Change to create/edit the message. Click Save to exit.
2. Scroll down to Set Up Automated Responses and click to Set Up. This will open up your Facebook Business Suite. You can also access this page by going to https://business.facebook.com/ and clicking on Inbox > Automated Responses.
3. Click on Frequently Asked Questions > Edit Message. Here you can enter (a maximum of four) questions that will appear at the beginning of a conversation with your Page. You can also add up to five questions to a menu that people can access throughout the entire conversation.
4. Press Save to exit. When you are ready to activate this feature, you will need to toggle it on.
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If you have any questions or need support, you can chat with us clicking on the orange dot in the bottom right corner of the software or email us at [email protected].
HELLO
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