Using the Messenger Action in Workflows

Overview

The Messenger action is a powerful tool within your CRM workflows that enables you to send a direct message to a contact via Facebook Messenger. This action is ideal for maintaining engagement with contacts who have recently interacted with your connected Facebook page.

For the message to be delivered successfully, the contact must have sent a message to your connected Facebook page within the 24-hour period immediately before the workflow triggers this action. This requirement is in place to comply with Facebook's messaging policies.

Configuring the Messenger Action

Adding the Action

To get started, navigate to your workflow builder and drag the Messenger action into the desired step of your workflow sequence.

Action Settings

Once the action is placed, you will need to configure the following settings:

• Action Name: Give the action a descriptive name for easy identification within your workflow. This field is mandatory.
• Message: This is the core content of the message you wish to send. You can type your text directly into the field. To personalize the message, you can use custom values and dynamic content that will pull information from the contact's profile. This field is mandatory.
• Templates: If you have created pre-approved message templates, you can select one from the dropdown menu. Using a template can help maintain brand consistency and ensure your message meets platform guidelines. This field is optional.
• Add Attachment: You can attach a file, such as an image or document, directly to the message. This is an optional feature.
• Add files through URL: Instead of uploading a file, you can provide a URL link to the content you want to share. This is also an optional feature.
• Test Phone Number: Before activating your workflow, you can enter a phone number to send a test version of the message. This allows you to preview the message and verify its content and formatting.

Example Use Case

Imagine a workflow triggered when a contact submits a form that was advertised on Facebook.

• Trigger: Contact Form Submission.
• Action: Messenger.
• Message: "Hi {{contact.first_name}}, thank you for your interest! We've received your inquiry from our Facebook ad and will be in touch soon."
• Optional Step: You could attach a relevant PDF brochure using the 'Add Attachment' feature.

By using the Messenger action, you can create immediate, personalized follow-up communication that strengthens your relationship with contacts directly on a platform they frequently use.