Say 👋 and try our guest
Facebook released an update and enabled customer chat mode. It’s Chat plugin released on August 4th, 2020. Find more about this release here. In this article, we would like to explain what this update is, how businesses can profit from this, and how to build a flow for “guest subscribers, ” aka site visitors.
Enabling customer chat guest mode
Before setting up any automation, make sure guest mode is enabled for the current Chat plugin (assuming you already have one). To do this, you need full page admin privileges to get into Facebook’s page settings and modify them.
In order to set this fantastic feature, here are the steps:
- Go to Page settings
- Select Messaging
- Scroll down to a section “Add Messenger to your website “
- Put “Guest mode “button to ON
- Choose the flow you want
Screencast with instructions created by ManyChat
When setting up the flow, the great idea is to create a condition. Suppose a person who interacts with the chat plugin is our subscriber (meaning they already had interaction with our bot). In that case, we can send a different message to the other person who has not had any interaction with the bot yet.
Visitors – not so valuable.
We want to make it clear: visitors are not subscribers!
When visitors interact with the bot in a “Guest mode, “it is obvious you don’t know their name. In the audience, they are defined as guests. Why did Facebook push this function out?
There’s a simple explanation. Chat bubbles are trendy nowadays, especially in 2020, when we are locked in our homes due to pandemic, we need instant support on websites, we want answers instantly. The older version of the Messenger Chat plugin was working great, but it had a fatal flaw!
People say they need to log in with their Facebook data to initialize any support or conversation.
They didn’t like that idea at first compared to other Chatbot solutions like Drift, Hubspot, Intercom, etc., where it’s not required to start messaging. This “Guest mode “makes this solution way better because we can instantly help the user and don’t have any feeling of their privacy being invaded.
What’s a benefit for businesses?
Well, although the login is not required here, Facebook still enables businesses to see the whole conversation with visitors. This helps us improve our flows with the most common Q&A. We see what the user thinks and the way of interaction with the chatbot. Nevertheless, there is a limited time window to communicate with site visitors: usually, that window closes after they leave the chat, but if they don’t exit it first, Facebook will take care of it. The window will be automatically closed 24 hours later.
We’ve also made one for us!
Check it out here
To conclude, customer chat guest mode started the new communication channel and enabled businesses to switch from different chat providers back to Messenger. Businesses can engage more customers in pages by answering their questions and communicating with them, and they don’t have to provide any login info for their Facebook account. We hope that sometimes soon, Facebook will also provide tools to “upgrade” a visitor to a full-fledged subscriber with FB opt-in right in the middle of a conversation.