Augmenting your customer care experience by switching between Bot and Human on Messenger

Facebook Messenger is the new way people contact brands. Last year 330 Million people interacted with a brand via Facebook Messenger. Yet somehow, many people today hesitate before adding a chatbot to their Messenger, fearing that this may “break” the human relationship they have with their audience.

Facebook Handover Protocol enables you to add a Chatbot on top of your existing Customer Management tool.

Your chatbot works great! It welcomes your users, sends weekly personalized content to the lucky ones that subscribed and even replies to specific frequently asked questions. But how can they contact you?

IWC Facebook Chatbot using ItsAlive Chatbot + iAdvize to switch from bot to human

It is important to keep — and not easy to find — the right balance between Bot & Human. Chatbots are here to help you optimize your time and process not to scare your audience.

Luckily Facebook has what we call a “Facebook Handover Protocol”. This clearly enables two apps to live seemlessly within your Facebook Page:

• App1= a Chatbot that welcomes users and drive the conversation
• App2= The inbox app you currently use for human to human conversation (Facebook Inbox, iAdvize, Dimelo, Sprinklr…)

Works with most of the tools brands use

How does this work ?

1️⃣ Users can Pause the bot using special buttons.

2️⃣ Once the bot is paused, user can talk freely and all messages are sent to the classic Facebook Inbox where a community manager can reply and have a conversation without the bot interfering

3️⃣ When the conversation is finished, the community manager can “mark the conversation as ✔️Done” directly within Facebook Inbox that will reactivate the bot.

Chatbot using Facebook Handover Protocol with Facebook Inbox & ItsAlive

3 things people are scared about with chatbots and customer care

Chatbots are only great to reply to questions

FALSE. Chatbots are great to tell stories, send weekly updates, drive leads and mostly drive conversations.

I want to keep a human-relationship with my audience on messenger

Chatbots drive conversations. They do specific jobs. It can also be putting you in relation with an human when you need it.

I already use another tool and have a team that deals with questions so I can’t use a chatbot and don’t want to replace them.

Chatbots can work hand in hand with your customer care management tools. Augment your Facebook Messenger channel and keep your customer care human.