Facebook Messenger Sales Chat Tutorial

For brands using Facebook for customer communication, fast response times, efficient team coordination, and smart automation are key to boosting engagement and conversions. SaleSmartly helps brands centralize chat management, analyze data performance, and empower support teams with tools like real-time translation, tagging, quick replies, and customizable workflows. This guide walks you through how to use Facebook Messenger effectively.

 

1. Multi-channel aggregation management

Salesmartly supports the authorization of multiple FB accounts and centralized integrated management, reducing switching energy and time costs.

a. Facebook authorization

Before using Facebook to chat, you need to integrate your Facebook account and page into 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:

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

 

b. Authorize accounts and synchronize contacts & generate conversations

Once you have successfully authorized your Facebook account and homepage, you can manage your multiple homepages on the SaleSmartly platform, enabling one-stop chat, sending, receiving and processing Messenger messages and homepage post comments of your multiple homepages. You do not need to repeatedly switch homepages to reply to user messages, helping you reply to Messenger and homepage post comments more easily and quickly.

① Click [Enable Messenger] and [Enable Post Comments] to receive information in real time.

②Click to sync contacts

You can also sync your Facebook contacts to SaleSmartly to chat back, send group messages, etc. Click "Sync Contacts" to sync contact information and nearly 20 chat records for each contact. (Note: To sync all contacts, please contact our official customer service)

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.

③Click Generate Session

SaleSmartly will read your historical conversations and generate them in [Live Chat]. You can view and chat there, and easily connect your chat sessions on various homepages. You can also manage the conversations in the [Session Management], which is convenient for managing multiple accounts.

2. Highly efficient chat sessions

a. Session list

In the [Live Chat], Salesmartly supports one-stop chat for multiple homepage messages. You can click [Messenger] and [Facebook Post Comments] 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.

b. Multi-function 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.

c. 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 and modify email addresses, mobile phone numbers, etc., so that you can record visitor information during the session.

Conversation Message

In addition, in [Conversation 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.

d. Talk library - edit commonly used scripts for quick replies

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

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

e. 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.

3. Smart and Intuitive Data Analytics

SaleSmartly also supports Messenger channel analysis. With this function, you can view the overview of the fan 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 more, visit: Channel Analysis – SaleSmartly Help Center)

4. Meet the collaborative process of large-scale customer service teams

a. Member management

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.

b. Session state

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].

c. Role-based access control

It supports the configuration of customer service functions and data permissions. Customer service staff can manage their own 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.

d. 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.