A Beginner's Guide to Facebook Channels (Summary)

Integrate Facebook with SaleSmartly to centralize multi-account management, automate customer interactions, and streamline cross-channel workflows. From FB Messenger chats to post comments, leverage AI-powered replies, bulk messaging, and real-time translation to engage global audiences, reduce response times, and drive conversions all from a single platform.

1. Step-by-Step Guide

1.1. Quick setup & configuration

Helps you quickly integrate your homepage and configure account permissions.

① Quickly integrate public homepage ② Synchronize contacts/generate conversations

③ Quickly add member accounts ④ Assign homepage permissions to members

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1.2. Tutorial guides for different business scenarios

Based on your different business scenarios, you can check the corresponding tutorials below to get started with the product faster.

✅ Messenger sales chat tutorial

✅ Tutorial on how to automatically control comments on Facebook posts

✅ Tutorial on how to attract fans and traffic with Facebook ads

✅ Facebook user group sending/recall tutorial

1.3. Introduction to common functions

① Automated process configuration ② Support group messaging

③ Talk library configuration ④ Automatically assign conversation strategies

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2. Facebook Chat Tutorial

The following will introduce the Facebook channel chat tutorial in detail.

Below, you will learn how to use Facebook to chat with buyers in SaleSmartly.

2.1. Facebook integration

This section walks you through how to chat with Facebook users via SaleSmartly.

(1) First, you need to authorize your Facebook account to the platform

(2) After logging into your Facebook account, click Continue as (your account name), select the homepage you want to link, then click [Continue], select the operations that SaleSmartly can perform on the homepage (it is recommended to select "Yes" for all), then click [Save]. After completing the authorization, click [OK] to return to the SaleSmartly. See the example picture below:

(3) After the authorization is completed, Facebook is successfully integrated into Salesmartly.

2.2. Multi-account homepage aggregation management

After you have successfully authorized your Facebook account and homepage, you can manage your multiple homepages on SaleSmartly, chat in one place, and send, receive, and process Messenger messages and homepage post comments of your multiple homepages. You don't need to switch homepages repeatedly to reply to user messages, which helps you reply to Messenger and homepage post comments more easily and quickly. Click [Enable Messenger] and [Enable Post Comments] to receive information in real time.

2.2.1 Configure customer support roles

After integrating Facebook Messenger into Salesmartly, you can configure customer service for your Facebook page and manage your Facebook page more conveniently.

You can add your customer service members in [Basic Settings]-Team. In addition, you can also configure social media accounts during the creation process.

After creating a customer service member, you can also return to the [Integration] interface to configure the customer service.

2.2.2 Sync contacts & start conversations

You can also synchronize the contacts of your Facebook homepage to SaleSmartly so that you can chat back, send group messages, etc. Click "Sync Contacts", this function can synchronize the contact information and nearly 20 chat records of each contact. (Note: Only contacts with whom you have chatted can be synchronized. Contacts that have been inactive for more than 30 days or have blocked accounts cannot be synchronized; after synchronization, you can view the contacts in the [Customer List].)

After synchronizing contacts, you can also confirm the progress by viewing the synchronization records. The synchronized contacts can be viewed in the [Customer] - Customer List interface.

In addition, you can click Generate Session, and SaleSmartly will read your historical session and generate it in [Online Chat]. You can view and chat there and easily connect your chat sessions on various homepages. You can also manage the session in the [Session Manage] interface, which will be introduced in detail later.

2.3. Digital chat function

2.3.1 Session list

In the [Online Chat] interface, Salesmartly supports one-stop chat for multiple homepage messages. You can click [Messenger] and [Facebook Post] channels in the conversation filter bar to quickly filter the conversation messages of the corresponding homepage. It also supports filtering rich fields such as conversation status, customer name, visitor tag, mobile phone number, etc.

You can view the basic information of the session at this time in the session display bar to facilitate your subsequent session management.

2.3.2 Multifunctional chat window

Messenger channels

In terms of message sending, the Messenger channel supports sending content in text, pictures, audio, video and other formats. It also supports real-time custom translation, adding conversation tags, and sending recommended products to help you respond efficiently during the conversation.

Facebook Post comments

You can also handle comments on Facebook posts, including replying, liking, deleting, hiding comments, etc.

2.3.3 Customized customer information & session information

Customer information

You can view detailed customer information in the [Customer Information] on the right. You can also add visitor tags and notes, modify email addresses, mobile phone numbers, etc., so that you can record visitor information during the session.

Conversation message

In addition, in [Session Information], you can assign a new customer service representative to the conversation and add a customizable conversation tag to the conversation to facilitate subsequent conversation management, chat replay, and other operations.

2.3.4 Talk Library - edit frequently used scripts for quick replies

You can click [Talk Library] on the right to send commonly used scripts during the chat. At the same time, you can also click [Quick Reply] below the conversation window to expand the talk library to improve the professionalism and accuracy of customer service responses.

How to add a talk library: You can go to [Customer] - Word Library interface to add, edit, import/export words, etc.

2.3.5 Other features

In addition to the general chat functionality, SaleSmartly also supports the following features:

Supports processing Messenger messages after 7 days

On SaleSmartly, to process Messenger messages after 7 days, customer service only needs to select tags related to the content when typing the message in the chat box and send it together.

Support viewing the source of advertisement posts when visitors initiate chats

In the chat interface, you can check which ad post the visitor came from to start the chat with you and gain a deeper understanding of what makes users interact with the brand, helping you analyze the effect of ad posts and improve user portraits. In this way, when chatting, you can conduct targeted chats based on the ad posts when the user initiates the chat, thereby achieving a high order conversion rate.

Support FAQ ( Frequently Asked Questions ) intelligent answer

How to set up FAQ: You can add, edit, and set the automatic reply switch of FAQ in [Robot]-AI Corpus. Making good use of FAQ can greatly improve the efficiency of customer service response.

2.4. Send large batches of messages

Supports sending messages in batches to users through Messenger and other channels (among which, Whatsapp supports manual uploading of number clue packages for multiple batches of group messages).

In [Group Plan] - [Mass Message], select the Messenger channel, select users in batches, and click "Mass Message." Then, you can send messages to the target audience. The content of mass messages supports text, pictures and attachments or dialogue flow (automated process).

Targeted mass messaging: You can filter out the users you are interested in based on their basic attributes, including the visitor tags mentioned above, current customer service, social media accounts, etc., making mass messaging more targeted and professional.

2.5. Robot automatic answer

Using robot automation can greatly improve your efficiency in processing visitor messages and solving visitor problems. It can also help you increase sales, drive traffic for third-party products, and other usage scenarios.

2.5.1 Automated creation

In [Robot] - [Automated Process], you can manage and create your automation process. Click [New Flow], select the Messenger channel or Facebook post comments (select the channel you want to configure automation), and then click Next.

The automation process settings mainly include three components: triggers, conditions, and actions. The rich combination of different components can realize different business scenarios.

There are also triggers specifically for Facebook channels, namely "click on ads", "Messenger address", and "Messenger chat plug-in". That is to say, when a user clicks on an ad on your homepage, clicks on a messenger link, or opens a Messenger chat plug-in, the following process will be triggered, such as sending a message to the user, assigning customer service to it, replying to Facebook comments, etc.

Set triggers specifically for Facebook channels

Facebook post comment channel: SaleSmartly also provides you with automation templates specifically applied to Facebook post comments, namely [Handle Facebook comments] and [Send a private message to a Facebook comment] action templates, which can automatically reply to comments, delete comments, hide comments, etc., according to the triggered content. In addition to this template, there are other templates for you to use in FB chat orders, such as [Visitor Intent Identification (AI)] [Inquiry Order] [Logistics Policy (AI)] triggers, which can quickly process Messenger messages or homepage post comments.

You can also select the condition [Designated Posts] and choose applicable posts for specific operations. This way, you can distinguish posts and provide targeted content replies and strategies for different posts. For example, when you leave comments on different advertising posts, you can automatically send different product links.

2.5.2 Automated Configuration

How to configure automation: After editing the automation process, click Save, then click Configure, select the social media account you want to associate, and click OK. At the same time, you need to start it in the [Automated Process] interface.

In addition, you can also go to the [Integration] interface - Messenger & Comment channel, click [Edit Automation], select the associated channel, and check the automation you want to configure.

2.5.3 Synchronous automation

SaleSmartly also supports synchronization automation. You can select an existing homepage and automatically associate it with other homepages. (For more detailed information on the automation process, please visit the following link: Automation Process)

2.6. Channel analysis

SaleSmartly also supports Messenger channel analysis. With this function, you can view the overview of the visitor data of the Messenger channel, the daily growth trend, and the breakdown of the new fans of each public page, as well as the fan acceptance of customer service, to help you implement your strategy and evaluate the performance of members. (For specific channel analysis functions, you can go to the following link to browse: Channel Analysis – SaleSmartly Help Center )

2.7. Teamwork and conversation

2.7.1 Meeting the collaboration process of large-scale customer service teams

SaleSmartly supports large-scale customer service team collaboration processes. You can manage members in [Basic Settings] - [Team]. SaleSmartly provides two ways to add members: adding members through internal member shortcuts and adding members through email (for specific operations, please refer to the following link: How to Manage Your Team - SaleSmartly Help Center). When adding members, you can set reception limits and roles, assign channel chat permissions, etc. for members. After adding, members with corresponding permissions can access the session and receive guests.

Manage Process of Large-Scale Customer Service Teams

New conversation messages are in robot-managed/unassigned state by default, which supports manual access by customer service members and automatic assignment of conversation messages to the member, meeting the needs of multi-person collaboration scenarios such as assigning conversations to other customer service roles. At the same time, customer service personnel can end conversation messages and mark conversation tags to facilitate conversation archiving and chat quality inspection with supervisors. Ended conversations can be viewed and returned to in the [Session Management] interface.

2.7.2 Permission control

It supports the configuration of customer service functions and data permissions. Customer service staff can manage their conversation messages, view the corresponding contact information, and set other customer service conversations to be invisible, thus isolating customer service conversation data, ensuring the privacy of customer service conversations and facilitating personal performance statistics.

2.7.3 Session archiving and quality inspection

After the conversation ends, you can view the conversation record, user ratings, and user feedback in [Customer-Session Management], which is convenient for supervisors to supervise, conduct chat quality inspections, and perform performance ratings. In addition, you can also "restart the chat" to restart the chat with the user.