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Getting Started With Automating Customer Queries On Facebook

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We will walk through the steps to automate common customer queries from your customers. You will see up to 40% of customer queries automated after following these steps. 

Connect Facebook account

Start with connecting your facebook account with Foore account. This is completely safe and nothing will be posted on your Facebook page ever. 

Visit store settings (https://www.app.foore.in/store/settings) and connect your Facebook profile first.

messenger integration Foore

Once you have connected the profile, you will see the list of pages to connect. Select the right page and link. 

Note: You must be admin of the page you are connecting.

It’s a good idea to put the page in development mode so that customers do not start receiving automated responses yet. 

Facebook Connection Status

You can easily put the page out of development mode once the basic setting is done and we are ready for prime time.

Essential facebook configuration

Let’s get on to configure the basic look and feel of your automated responses. Head over to essentials in automation module (https://www.app.foore.in/automation/essentials)

Welcome message is the first message new users will get on facebook. A nice little welcome message is prepopulated for you. A good welcome message is short, introduces your business and directs visitors to relevant sub-menu items. It’s a good idea to talk about expected response time in a welcome message. 

Following is a good example of a welcome message-

Welcome to Chuxden’s Inc. – Best Gourmet bread in Italy.

We respond within 10 minutes between 9AM-8AM. Responses will be delayed outside these hours. 

Facebook Welcome Message

Fallback message is sent when no other good automated response is possible. We recommend to not send any fallback message. If you are setting up a fallback message, keep it extremely short.

Fallback Message Facebook

Persistent menu is available to your facebook visitors sending messages to your page. This is used to make accessible the most important actions you want your visitors to take. A general trend is to show “Feedback” and “Book appointment” items here.

Persistent Menu Facebook

This is a good point to grab a nice cup of coffee and quickly check your facebook page and see those automated messages flow.

Note: Don’t forget to put the page out of development mode to be able to receive an automated message and put back into development mode for making rest of configuration updates.

Select ready bots

We are in the last leg of facebook configuration and all that is left is, flipping the right switches!

Head over to Automation Ready Bots(https://www.app.foore.in/automation/readybots)

The ready bots come with sufficient description and enabling just requires flipping the switch. General trend is to have the following bots enabled – 

Greetings BotGreetings Bot greets your customers when they initiates a conversation. For example: ‘heyy’ 

Human Handover BotHuman Handover Bot will notify you when your customers want to talk to human. For example:’talk to human’ 

Store locator BotStore locator Bot automates all the store location related queries from your customers. For example: ‘nearby’. 

Feedback (Net Promoter Score) BotFeedback (Net Promoter Score) Bot automates the task of taking feedback from your customers at the right time. For example: taking feedback after completion of an appointment.

Appointment BotAppointment Bot automates all the appointment related queries from your customers. For example: ‘Book appointment’

Basic store information

Congratulations! We are done with all the Facebook specific settings. We will just spend little time to quickly setup basic store and we will be done.

Head over to Store (https://www.app.foore.in/store/about)

Start with setting up the store timing and timezone correctly. Setup the phone number for your store correctly as this will be shown to customers wanting to reach you over phone..

Update your store address that bot will send to customers when asked how to reach you.

That’s it for basic store setting. You may want to try out adding menu and offers to your store. That will be in an article for another time.

Go ahead and put your page in live mode. 

Adding facebook chat on website

Now everything setup, let’s get your website visitors a way to chat with you. All the hard work we have put will mean, that our awesome chat widget on website will require no effort at all.

Head over to https://www.app.foore.in/store/settings and click on “Add live chat to your website”.

Facebook Chat on Website

Add the website domain here to whitelist your website domain. Add all variations, for foore.in, we have to add www.foore.in, https://www.foore.in, foore.in .

Live Chat Plugin

You will get the code to be added to your website. Place it before closing body tag </body> on your website. 

If you need any technical help to add to your website, just ping us and our team will be happy to help.

That’s a wrap. We have setup your Foore account to automate upto 40% of customer queries on Facebook as well as setup chat on your website.

Go ahead and finish that cake you bought along with mug of coffee.

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