The Facebook Interactive Messenger action in your workflow sends a message to your contacts via Facebook Messenger, as long as they messaged you no more than 24 hours before the workflow sends a response. Use this action to follow up with a prospective client quickly before the lead goes cold, for a more personalised and streamlined approach.

Setting Your Action

Add the Customer Replied Trigger to get started, then select the Facebook Interactive Messenger Action.

Reply Type

The Facebook Interactive Message action lets you respond to two types of interaction:

  1. Reply to DM (Direct Message) sends a direct message to users who have previously messaged your Facebook page.
  2. Reply to Comment via DM sends a private message to users who commented on your post.

Templates

To use a previously created template for your message, click on the Templates field and select the one you want from the available options in the CRM. Templates help you save time and keep your communication consistent.

Message

If you'd rather not use a template, type the message directly into the Message field. Click the Custom Values option (Tag icon) to select specific custom values and personalise the message, such as the contact's name. You can also add Trigger links by clicking the Lightning bolt icon.

Add Attachment

To include an attachment in your message, click the green Add Attachment button and select the file from your computer. Attachments are useful for sharing additional details, such as PDFs, images, or documents relevant to the conversation.

Add Files Through URL

You can also include files by entering their URLs into the dedicated field and clicking +Add to include them in the message. This is handy when sharing files hosted online, such as presentations or downloadable resources.

Response Options

When managing your responses, there are a few things to consider:

  1. Buttons: You can add up to 3 action buttons for Messenger interactions, each performing a specific function, like opening a URL or triggering a workflow step. To add a button, click the + Add New Button option and define its function.
  2. Quick Replies: Configure up to 13 predefined, tappable response options (max 20 characters) to guide conversations and encourage faster engagement. Use the + Add Quick Reply button to configure responses.
  3. Wait Step: Set a wait time (default 1 minute, editable) for user input before automatically moving to the "Default Timeout" branch.

Save Action

After configuring your message, templates, Quick Replies, and attachments, click Save Action to complete the setup. Your Messenger action is ready to deliver an engaging experience for your contacts.

By using features like templates, custom values, attachments, and Quick Replies, you can create a highly personalised and efficient messaging experience. Use these tools to ensure timely follow-ups and guide your customers towards meaningful actions, all while keeping communication clear and structured.

FAQs

Q: What are the channel-specific options for Quick Replies?

  • A: You can add Quick Replies alongside buttons and images.

Q: Are Quick Replies visible throughout the conversation?

  • A: No, Quick Replies are only visible as part of the most recent message and are designed to keep interactions focused and clear.

Q: What happens when a customer selects a Quick Reply?

  • A: Once selected, the Quick Reply appears in the conversation, highlighted in blue, to provide clear context and track the customer's response.