How your Facebook Messenger Bots can coexist with Re:amaze

If you use Facebook Messenger bots to automatically greet customers and answer questions automatically, it's very likely you have many back and forths between the customer and the bot. But if you're also using Re:amaze and have your Facebook Messenger connected via social channels, the messages between a customer and a bot can inundate your Re:amaze Inbox.

If you wish to have Re:amaze keep these bot-based conversations/messages as resolved and not notify you of every inbound request, you can tell Facebook to treat the Re:amaze app as a "secondary receiver" of these messages. The secondary receiver is part of Facebook's new Handover Protocol:

The Messenger Platform's handover protocol enables two or more Facebook apps to participate in a conversation by passing control of the conversation between them. This feature can be used in many ways to enrich your Messenger experience. For example, this protocol makes it possible for a Page to simultaneously use one Facebook app to build a bot for handling automated responses, and another Facebook app for customer service with live agents.

To do this, start by going to your Facebook Page's settings page. Click on "Messenger Platform" and then choose the secondary receiver option for your Re:amaze app.

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Avoiding Issues with Bots

When you have a bot serving your Messenger channel, Re:amaze will automatically keep conversations resolved if the bot responds with any message. Conversely, Re:amaze will leave the conversation as unresolved if the bot does not respond. Make sure your bots do not send any autoresponder messages that don't drive the conversation to a resolution. This can leave conversations in a resolved state even though the customer is still awaiting a response from a human.

This means you should avoid using a third-party bot as an autoresponder (e.g. "Thanks, we'll get back to you soon"). Instead, you should use Messenger's built-in autoresponder capability, which Re:amaze can detect and leave the conversation in the appropriate state.