How Recart Messenger chatbots work with Re:amaze

Recart allows you to increase your revenue by engaging customers on the platform they actively use: Facebook Messenger. Recart brings you what works best in Messenger marketing. You can enable Recart's pre-built subscription tools and campaign templates with a single click and start generating extra revenue in minutes.

Recart Messenger chatbots can help on conversations related to:

  • Abandoned cart
  • Shipping and delivery
  • Welcome messages
  • Product reviews
  • Broadcasts and promotions

When customers are interacting with a Recart chatbot via quick select buttons, these messages do not arrive in Re:amaze as they are bot-driven. As soon as the customer wishes to talk to a human agent and selects this option via a quick select button, the conversation cab be escalated to your Re:amaze inbox for human support interaction.

What you can do with Recart

  • See a history of the chatbot's conversation with the customer when it gets escalated to your support team
  • Respond directly to the customer from Re:amaze following the chatbot's interaction
  • See all Recart chatbot's resolved (closed) conversations with customers in Re:amaze's Bot Resolved filter

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. See details below.

Details

If you use Facebook Messenger chatbots like Recart 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

When you have Recart's chatbot 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.

Here's an example of bot drive conversations that can come into Re:amaze:

Works with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)

Does not work with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)
Bot: Okay

If the chatbot responds after a quick reply button, such as "Okay", Messenger will leave the conversation in a resolved state, preventing it from getting escalated to your Re:amaze support team inbox.