TABLE OF CONTENTS


What are the new Actions?

There are 2 new actions in the "Communications" category.

  • Facebook Interactive Messanger
  • Instagram Interactive Messenger 


1. The Action

On selecting any of the above mentioned actions the sidebar will open where you can capture all the relevant details.



2. Reply Type

First thing to do here is to select the "Reply Type". You have 2 options to select from, Reply to DM and Reply to comment via DM

  • Reply to DM - This is to be selected when you want to send an outbound message to the customer based on a direct message received from the customer.
  • Reply to comment via DM - This is to be selected when you want to send an outbound message based on the comment made by the customer. If you want to use multiple actions in the same workflow remember that first action will be a "Reply to comment via DM" and subsequent actions will be "Reply to DM".



3. Template & Message

After selecting the reply type we have to configure the message that needs to be sent. You can select from pre existing templates or even right your own message.

4. Attachment

User also have the ability to attach files. Click on "Add attachment" and select an attachment from your drive or enter the URL to add the files.





5. Add Buttons 

You can also add buttons with your messages. Now what are buttons, buttons are a great way to communicate with your customers and gives you the functionality to perform actions based on the button selection, share your number or share the website link.


Click on "Add Button" to add the buttons, you can add upto 3 buttons. 



6. Button Types

There are 3 types of buttons to select from -

   a. Open website - Add a URL to this button. Enter the link here and user will go to that link when button is clicked.

   b. Call Number - You can enter the number here and user can call on that using this button.

   c. Perform Actions - This button can be used to further progress the conversation with the customer. You can add             actions after this button to continue the flow.


7. Add Buttons

The first thing to be added in a button is the Button Name. Next is the selection from the 3 button types and last is        entering the phone number or URL for Call or Website button respectively.


8. Default Wait Time

This is a mandatory step. By default a wait time for 1 minute is added and it will be editable. After the given time has passed the contact will go to the "Default Branch"




9. Default Branch

A default branch will be available for the action all the time. If no reply is received from the customer or the "Call" action button is selected the contact will move to this branch.



10. Important points to be noted


  • Upto 3 buttons can be added in the Interactive Messenger action.
  • No further actions can be added after the "Call" button. 
  • After the call button the contact will directly move to the Default Branch.
  • By default a wait of 1 minute is added which is editable.
  • If no button is selected, contact will go to the "Default Timeout" branch.
  • If Reply to DM is selected, the system will check if there is any conversation that happened within the last 24 hrs and if yes then it’ll send a message else it’ll fail to send.
  • If you want to use multiple actions in the same workflow remember that first action will be a "Reply to comment via DM" and subsequent actions will be "Reply to DM".
  • If Reply to comment via DM type is selected, the message will send even if there is no reply from the customer's end.