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How to add Facebook’s Customer Chat Plugin to your website

By February 10, 2019 February 20th, 2019 No Comments
How to add Facebook's Customer Chat Plugin to your website

Need an easy-to-use live chat for your website? Facebook already has you covered. It's basically a Facebook Messenger Live Chat and it's freeIn this article, we’ll show you how to get Facebook Customer Chat Plugin as your new live chat widget on your website.

What Is The Facebook Customer Chat Plugin?

The new Facebook Customer Chat Plugin is a neat little tool that Facebook launched in 2017. And all the right magic is there to make the leap from third party live chats, to a social chat. What makes the Facebook Customer Chat better than traditional live chat? It’s entirely on Messenger. Which means that the moment someone sends you a message, you got em. No matter if that visitor leaves the website, or bounces halfway through the conversation, you’ll always have a permanent way to contact them.

I looks like this. It hovers on the bottom right of your website and calls out to users by their Facebook name so long as they’re signed in. It’s really great at capturing a visitor’s attention. 

Screenshot of Customer Chat Plugin

By having a conversation over Messenger, you give the user a bit more of a relaxing aura on them. It’s not a professional to-the-point chat box, it’s the same messenger everyone knows and loves. People feel more comfortable when they’re talking with their favorite brands on social media, and Messenger is one of the best social chat platforms out there. Among these awesome benefits, you’ll never need to wonder who your audience is, as you’ll be privy to their public information the moment they chat with you, giving you awesome customer insights. 

Why it’s Better than Live Chat

You heard us. Better than Live Chat. When it comes to emails, you spend a lot of time waiting for a response. Your contacts often may see your email, and put it off for later, or an entirely other day with so little as a heads up. In comes Live Chat to save the day right? 

Well yeah, it does solve the issue by giving you the ability to chat in real time with the other person, but that’s only scratching the surface. When it comes to Live Chat, there’s been some headaches that pop up that make it harder for businesses to engage users. For instance, long queues, questionnaires, sign ins, and more put up a bit of a barrier for users who might bounce when they would have otherwise been happy to chat with you. Some third party live chats engage with some persistence where messages sent when no agent is available will follow up with that user if they come back to the website. IF they come back. 

We can now send messages to people even after they left our website, allowing us to provide better customer support and send promotional messages to our unengaged audience!

With the Facebook Customer Chat plugin, you’ll have the flexibility of being as long-drawn out as email, and as fast as having real time conversations like in live chat. With the behaviors that people have picked up over time on messaging apps, users tend to be more relaxed and casual in their communications. Ever text your boss and realize how much more relaxed and brief your sentences were? Not like if you had sent them an email, formalized and detailed, right? 

Spelling mistakes are more forgivable. Use some slang. Add an emoji. Customers are all accustomed to this style of messaging, and if a business can bring that to them on the apps they call home, then you’re making it easier for users to talk, have a meaningful back-and-forth, and loosen up so you can make the most out of customer relationships.

Persistent Chat, Consistent Engagement

Persistence on the Facebook Customer Chat plugin is taken to the next level. Bounced users chatting with you will be a thing of the past. As every conversation is taken over the Messenger platform, all your conversations are saved there and can be accessed both on your website, and off. Meaning you can pick up a conversation with a user who chatted with you even if they left your website. The moment they send you a message, you now have a permanent record of that person that gives you the ability to not only chat with them post-bounce, but you can even reach out to them proactively to re-engage the user, or even more powerfully, advertise something that might interest them and boost your sales.

But, 

There’s always a but isn’t there? 

But adding the Facebook Customer Chat Plugin to your website from the Facebook Business Manager backend can be quite the handful. It starts off innocently enough with basic info and minor edits made to the chat box itself, but when it comes to the installation of the plugin, the HTML embed code might throw a few wrench into your cogs. 

Embedding the new Facebook Messenger Customer Chat Plugin can be a bit of a pain, especially if you’re not that deep into web development. Watch how using the Rocketbots platform makes the ordeal feel like a Sunday Drive, where an easy plugin HTML generator makes the code simple, and friendly to most website HTML management tools out there like Google Tag Manager and Addons for WordPress. We even show you how to embed the code on an every day WordPress site!

Checklist

  • Facebook Page
  • Rocketbots Account (Because this is the tool that makes it happen)
  • An HTML management tool like Header & Footer Scripts addon for WordPress

Here’s How it’s Done

1.   Connect Facebook to Rocketbots. You can add a new channel at any time by navigating to the Channel Settings and pressing on "Add Channel. When Facebook is selected you will find a dialog similar to the following. Note: If you already connected Facebook and you only want to add the Customer Chat Plugin to your website, you can find the same dialog by clicking on "Edit" under the Channel Settings.

Connect Facebook Screen on Rocketbots

2. Check the box "Add Facebook Chat Plugin" after you have selected a Facebook page. This will show aditional fields below: Website URL and the Script.

3.  Add your website URL and press Enter. You can add all the website where you wish to add the Customer Chat Plugin.

4. Copy the Script below and paste it in the footer of your website. You can achieve this easily if you use a CMS like WordPress, Squarespace or Shopify.

5. Done. Load your website, and the Facebook Messenger Customer Chat plugin will appear in the bottom right of the page. 

FAQs

What if the user isn’t signed in? 

If the user is not signed in to Facebook, the widget will still call out to the user to chat. Only this time they’ll be prompted to sign into facebook. Which is as simple as Facebook popping up their own window in the user’s browser, and prompt a sign in. 

How can I access the conversation? 

Simply sign into your Rocketbots account, and navigate to the Messages page in the lefthand menu. Here you’ll see a list of everyone who’s reached out to you. 

How can I provide 24/7 support?

If you’ve connected your Facebook page with Rocketbots, you’ve already got the winning mix for a real 24/7 support experience in the palm of your hand. Rocketbots uses AI to learn from your conversations. As you continue chatting, the AI gets smarter until it’s ready to start automating responses for you. Making it more likely to have the platform respond to users after hours. So just keep chatting and soon you’ll have a true 24/7 support machine. 

Gerardo Salandra

Gerardo Salandra

Gerardo Salandra is the CEO of Rocketbots (www.rocketbots.io). An IBM & Google veteran, with deep expertise in growth hacking, machine learning, and chatbots. Chairman of the AI Society of Hong Kong, promoting the development and understanding of AI technologies in the Region.

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