Using the Facebook Interactive Messenger Workflow Action
Automate Facebook Messenger Conversations
The Facebook Interactive Messenger workflow action allows you to send automated replies through Facebook Messenger, incorporating interactive elements like buttons and quick replies to engage contacts. This action is designed to be used with triggers based on new Facebook comments or direct messages.
Important: This action adheres to Meta's 24-hour messaging policy. Automated messages can only be sent to a contact within 24 hours of their last interaction with your Facebook Page. If this window expires, the message delivery may be blocked by Facebook's platform rules.
Accessing the Action
To add this action to a workflow, navigate to Automation > Workflows > Workflow Builder. When editing a workflow, click to add a new step, then go to Actions > Communication and select Facebook Interactive Messenger.
Configuring the Messenger Action
When setting up the action, you will configure several components.
Reply Type
- Reply to Comment via DM: Choose this option when the workflow was triggered by a new comment on a post, to start a private Messenger conversation.
- Reply to DM: Use this option to send a reply within an existing direct message thread.
Message Content
- Templates: Select a pre-written snippet from your Snippets library (found under Marketing).
- Message Body: Use the text editor to compose your message.
- Custom Values: Insert dynamic data from the Custom Values you have created in Settings.
- Trigger Links: Add links that can trigger specific actions, available from the Marketing section.
Attachments
- Add Attachment: Upload a file directly from your computer to include with the message.
- Add file through URL: Attach a file by providing its web address (URL).
Adding Interactive Elements
The interactive components—buttons and quick replies—allow you to guide the conversation and create different paths in your workflow.
Buttons
Buttons are persistent elements that remain visible in the chat. You can add up to three buttons, each performing a specific action:
- Open Website: When clicked, this button opens a specified URL in a new browser tab without closing the Messenger conversation. The button remains active if the user scrolls back.
- Call Number: This button opens the user's phone dialer with a specified number. The conversation and button remain active.
- Perform Action: This button does not trigger an external event but creates a branch in the workflow, directing the contact to the next action in that specific branch.
Quick Replies
Quick replies are temporary, one-tap response options that disappear after the user makes a selection, helping to keep the conversation focused. You can add up to 13 quick replies. Each selection creates a new branch in the workflow.
Wait Step
You can insert a pause after sending the message and its interactive elements. This Wait Step sets a delay before the workflow proceeds down the default branch, giving the contact time to interact.
Key Differences from Instagram
Unlike the similar action for Instagram, the Facebook Interactive Messenger allows you to include buttons, quick replies, and file attachments together in a single message. For Instagram, you must choose between buttons or quick replies, and quick replies cannot be used in messages that have attachments.