Just when you thought live chat couldn’t get any better, Facebook introduces the most astonishing integration you could ever imagine! The social media giant finally brings live chat and bots for websites. Facebook Messenger now has a plugin named ‘Customer Chat’ that allows the website visitors to engage in live chat with a human or bot without leaving that website. In other words, the visitors can now begin a chat on the website and continue it on the messenger.
The plugin was recently introduced as one in a series of major changes as part of the release of version 2.2 of the Messenger Platform. Customer Chat is currently in closed beta. However, it will soon be available on desktop and mobile devices.
Features offered by version 2.2:
Built-in NLP:
The natural language processing feature was earlier available only for English-speaking messenger users. Today, it is available in 10 new languages namely Dutch, Polish, Chinese, French, German, Portuguese, Italian, Romanian, Spanish, and Vietnamese. The amazing feature would easily help detect the language each user is using in their message.
Handover Protocol:
The feature enables two or more Facebook apps to participate in a conversation by transferring the conversation control between them. Using this protocol a business page can simultaneously use one Facebook app to build a bot to handle automated responses and another Facebook app for customer service with live chat agents.
Media template feature:
The feature allows the businesses to attach a CTA button with videos, images, GIFs, or content. The media template is useful when sharing the content in the web view. It further supports FB URLs.
Updated Page-Level Feedback:
Facebook Messenger’s integration with live chat provides bots that automate most of the processes on the website, such as scheduling an appointment, answering common user questions or delivering order status updates. It further introduces new tools that let the businesses know how people rated their messenger experience.
Broadcast API:
This particular feature by Facebook’s Messenger Platform is all set to increase the efficiency of the businesses like news outlets. Broadcast API will enable the businesses to send messages such as business updates or game -score updates to the subscribers and that too with a single API request.
This impeccable integration has raised the bar of live chat and customer support beyond the expectations of the users as well as the businesses. Is it the end or there are some more surprises? Well, all we can do is, keep wondering (wink)!
