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Facebook Messenger Bots 101 Part 2

Facebook Messenger Bots Set-Up

 

What are the benefits of having a Facebook Messenger chatbot?

With a well-staffed customer service department, bots may seem like a pointless extravagance… but they offer all businesses significant benefits, including:

  • Reducing the workload for your frontline staff, and allowing them to focus on more complicated customer issues
  • Being available and most importantly, operational 24/7/365; even when your staffed service desk is not
  • Letting your customers access basic information quickly and easily, increasing the convenience of your offering and level of CS.

What effect will these benefits have on your bottom line?

Juniper Research estimates chatbots will cut global business costs by $8 billion a year by 2022.

How to make your own Facebook Messenger bot

Parade of Books showcases some of the awesome features you can add to your Facebook Messenger bot. Source: Facebook via Mashable.

A nice surprise about Facebook chatbots is… They can be built by anyone.

With tools like Chatfuel you can build and deploy a bot in just 7 minutes—and you don’t have to be an experienced developer, either.

In fact, there is no coding required at all.

If you already have a Facebook page in place, the basic bot building process looks like this:

1. Sign up for a Chatfuel account

Visit Chatfuel.com and click the Get Started for Free button on the homepage. You will be prompted to log in to your Facebook account and grant Chatfuel permission to access your public profile and email address.

2. Link your Facebook page

Once your Facebook login is confirmed, you will be redirected to your Chatfuel account dashboard.

Click “Connect” to add your Facebook page. Chatfuel will show a welcome message to confirm the page has been linked successfully.

3. Create a Messenger greeting

The next step is to create a welcome message that will be shown to your customers when they launch a Messenger chatbot session.

This message is extremely important because it tells users what to do and what to expect.

  • Go back to your Facebook page and click Settings -> Messaging
  • Set the Show a Messenger Greeting switch to Yes
  • Click Change
  • Enter your welcome message into the box, and click Save

Now when a customer clicks the Message button (see stage 6) on your Facebook page, this message will be displayed first.

4. Create a welcome message

When a chatbot session is launched, your user is shown a ‘welcome message’.

This is where you can greet the customer by name and provide further hints about how to get the most from their chatbot session.

  • In your Chatfuel dashboard, click Welcome Message
  • Add your desired copy to the box—for example, “Hi {{first name}}, how can I help you?”

And that’s it—the changes are saved automatically. You can test the welcome message yourself by visiting your Facebook page and clicking the Message button.

5. Create a default reply

Sometimes a user will ask a question that the Facebook Messenger chatbot cannot answer. When this happens, you will need a default reply to tell them what to do next (email support, reword their question, call your helpdesk, etc.).

  • In your Chatfuel dashboard, click the Default Answer button.
  • Change the placeholder text to something more friendly (“Sorry, I’m still learning the ropes. Please try again!”)

Again, your changes are saved automatically.

6. Unleash the (AI) artificial intelligence

The real power and magic from chatbots come from their use of Artificial Intelligence (AI) that gives them the ability to fully understand what your customers are asking.

Chatfuel uses keywords to train the AI system, so you will need to give your chatbot some to work with.

  • From the Chatfuel dashboard, select Set Up AI -> Add AI Rule
  • Enter a keyword that you expect your customers to use like ‘Shipping’ in the If User Says Something Similar To box
  • In the accompanying Bot Replies with Text box, enter a useful reply like “All orders over $10 qualify for free shipping. You can find out more about our shipping policies here,” along with a link to your shipping info page.
  • Keep repeating this process for as many keywords as you like. Because these changes are made in real-time, you can test chatbot responses as you go.

*It’s a good idea to speak with your customer service department to find out the most common questions they are asked, and use those to set up your AI.

7. Add a Message button to your Facebook page

Unfortunately, the Message button mentioned above does not magically appear on your Facebook page—you have to add it yourself. Here’s how:

  • Go back to Facebook and click Add a Button
  • In the popup window, select Contact You and Send Message
  • When asked where the button should send people, select Messenger
  • The Send Message button is now displayed on your page—try clicking it to launch your Facebook Messenger chatbot.

Once again, the seven steps are:

  1. Sign up for a Chatfuel account.
  2. Link your Facebook page. …
  3. Create a Messenger greeting. …
  4. Create a welcome message. …
  5. Create a default reply. …
  6. Unleash the AI. …
  7. Add a Message button to your Facebook page

If you have followed this set-up guide, you now know how to make a Facebook Messenger bot, and you are well on your way to improving the experience your customers have when they reach out to contact your company and brand. Congrats!

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