The Facebook Interactive Messenger action in your workflow sends a message to your contacts via Facebook Messenger. Provided you were messaged no more than 24 hours prior to the workflow sending a response. Use this workflow action to quickly follow up with a prospective client before the lead becomes cold, allowing for a more personalized 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 allows you to respond to two types of interaction:

• Reply to DM (Direct Message) sends a direct message to users who have previously messaged your Facebook page.
• 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 your CRM. Templates help you save time and maintain consistency in your communication.

Message #

If you choose not to use a template, you can type the message directly into the Message field. By clicking on the Custom Values option (Tag icon), you can select specific custom values and personalize the message, such as the contact’s name. And, 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 can help provide additional details, such as PDFs, images, or documents relevant to the conversation.

Add Files Through URL #

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

Response Options #

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

• 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.
• 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.
• 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 a good and engaging customer experience.

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

Frequently Asked Questions #

What are the channel-specific options for Quick Replies? #

You can add Quick Replies alongside buttons and images.

Are Quick Replies visible throughout the conversation? #

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

What happens when a customer selects a Quick Reply? #

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

What is required for a Facebook Messenger message to be delivered? #

The contact must have messaged you no more than 24 hours prior to the workflow sending its response.

What is the difference between the two Reply Types? #

Reply to DM sends a direct message to users who have previously messaged your Facebook page, while Reply to Comment via DM sends a private message to users who commented on your post.

How many action buttons can a Messenger message include? #

You can add up to three action buttons, each performing a function such as opening a URL or triggering a workflow step.