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7 Steps To launching a Facebook Messenger bot with ChatLeads

January 7th, 2019

Facebook Messenger bots are quickly gaining pace in the world of digital marketing as a cost effective channel for generating leads and automating community management. But between complicated tutorials and the overall space being in infancy stages, marketers and social media managers may still have a hard time getting started with Facebook messenger marketing.

So here is a simple 7 step tutorial to getting started with your Messenger bot.

For the steps involved, you can head over to https://chateads.io and sign up for a free account. Once you login to the dashboard you will see two options. Simply click on “Add Facebook Messenger” bot to get started.

 

Go to ChatLeads.io and Sign Up

 

1. Attach your Facebook page.


During this step we collect all of the necessary permissions for our software to interact with your Facebook business page. If you are testing with a chatbot for the first time you may consider creating a dummy page for testing purposes till you are ready to go live.



Log in with Facebook

 

When you are connecting a page for the first time, you will see the Connect option, while with a page already connected with our platform, you will see the Update option. Either one will accomplish the same task while Update does the job of manually updating the access token – something you might like to do for security issues.


After connecting your page you will see an option to name your bot – do not worry, this will not change the name of your business on Facebook or Messenger. It will simply name the bot on your ChatLeads dashboard.

On the settings panel, you will also see a text box to input the Greeting’s section which is what is shown when someone comes to your bot for the first time i.e. before they press the Get Started button.

The Get Started button, triggers the… you guessed right, the Get Started flow. We have a default flow set up and we will show you how to customize it soon.You can leave the “confused question” option to List for the time being. Since our platform supports AI for chatbots out of the box, this option presents a tradeoff between customer experience and conversational A.I. We will be covering this option more extensively later on.

2. Get Flow ideas

ChatLeads is designed to circle around the ideas of flows which is the building block for both Native and Messenger chatbots. However, starting from scratch with building your flows can be daunting for the first time. However, it is as simple (if not easier) than publishing your own post on WordPress.To help you get started, we have built a feature called Auto Flows. We basically dive into your business page inbox to understand what are the questions that you get asked the most. We then present this list for you to pick the most commonly asked question and create a flow to get started. That flow is what the bot responds with whenever that question is asked by users.

Obvious question is there can be multiple iterations of the same question. How does ChatLeads address those?

In two ways:

  1. A.I.: We have built our own dictionary of iterations of different phases and intents to help respond to questions. In case we are not able to do so, we trigger the default flow. We cover Default flows in Step 4.
  2. Tagging your flows enable you to add those combinations manually and thereby ensure that the ChatLeads bot responds with the correct flow.

3. Get Started Flow.

Get Started

This is the flow that the bot responds with, whenever someone presses the Get Started button on Facebook Messenger. Here are some tips on how to design a killer Get Started flow.

  1. Address users’ by their name.
    Address user by their name
  2. Present options your users’ want to make it easy for them.
  3. Don’t be salesy. People are not yet comfortable making purchases directly from bots. Customized content/recommendations are great!But direct call to actions may lead people to unsubscribe or to cease engaging further. To learn more about the state of conversational commerce around the world, please consider downloading our white paper.
    User Name Example

4. Default Flow.

While it may sound ironic, it is important to deploy a human centered design thinking approach to designing your ChatLeads bot. Thus the critical importance of setting your default flow – which is the flow that the bot responds with whenever it is not able to respond with an accurate flow.

 

Default Flow

 

  1. Sound apologetic.
  2. Address by users’ name.
  3. Range of support options:
    1. Talk to Live agent.
    2. Email
    3. Call

5. List Setting

A topic already discussed, the List setting ensures that the bot responds with a list of options inside Facebook Messenger whenever it is unsure about the correct flow, but knows enough related flows are there in it’s knowledge base so as to not trigger the default flow.The difference between the List and the Single setting is that with the Single setting, we respond with the flow that the ChatLeads bot is the most confident about. This can result in less-than-flattering results should you not train all the flows with proper tags which may be time consuming.Our recommendation is to go for the Single setting only when you are solving for finite and well defined use cases.

 

List Option

 

6. Setting Menu’s

From the Menu option you could set up a link to your website, trigger a flow that you have set up, or even a talk to live agent option. Here are some recommended menu options:

 

Add Menu Button

 

  1. Get Started: In case users’ want to start with the initial flow again. This is recommended when you are collecting information from users’ or have a complicated flow.
  2. Promotions: Open a webview inside the bot.
  3. Talk To live agent: Accessible means for a user to get to a human agent.Menu type

7. Triggering Flows from Quick replies & buttons.


While flows have only been setup on a basic level thus far, you can easily set up more complicated flows and connect them with each other from within the flow editor. Currently we support triggering flows from quick reply options & buttons but are excited to be launching more trigger options in the upcoming months.

 

Quick Reply

 

For example, in the Get Started flow you want to show three options to users’ – Option 1, Option 2 & Option 3. You will subsequently have to create Option 1 flow, Option 2 flow and Option 3 flow. You can then hop back in the Get Started flow, and in the Quick Reply settings for the respective Options, you can select an action to trigger the respective flows.

 

Quick reply and Button Example

Hope you enjoyed the tutorial. Would really appreciate you sharing it if you would it useful.