CS11: Chatbot Management

Lesson Notes

Time Stamps:

00:37 Live Chat Management

07:49 Improve Your Chatbot

18:14 Get Data Collected from ManyChat

21:41 How To Prevent Your Bot From Being Penalized/Blocked/Banned

23:22 How To Prepare In Case Your Bot Gets Penalized/Blocked/Banned

In this Session

Live Chat Management
Improve Your Chatbot
Get Data Collected from ManyChat
How To Prevent Your Bot From Being Penalized/Blocked/Banned
How To Prepare In Case Your Bot Gets Penalized/Blocked/Banned

1. Live Chat Management

Although chatbots have made it easy for customers, clients, and potential leads to reach and communicate with businesses, they are not equipped to attend to absolutely every inquiry a contact or customer might have. Though chatbots are meant to simulate ‘human’ conversation, sometimes the actual human conversation is the solution.

The Live Chat function allows you to reach out directly to contacts whilst having access to their customer tags and information. This allows you to offer more precise services such as unsubscribing them to unwanted sequences or even to the bot itself, answer more sensitive inquiries and other things like building a more personal relationship with your customers.

The Live Chat function is also great for attending to customer concerns when an order goes wrong, or when they want something changed.

You can only use Live Chat to message a person who has interacted with your page within the past 24 hours…UNLESS that message is responding to a customer service issue that required more than 24 hours to resolve. This is done to ensure that people don’t receive unwanted messages.

Read How to Use ManyChat’s Live Chat — Features, Settings, Coming Soon

The tag Human-Agent is in closed beta — we don’t even have access to it yet. But with this tag, you can’t use an automated message or send content unrelated to the user’s inquiry. A living, breathing human can send messages within 7 days after someone messages your bot. Read more at this link.

2. Get Data Collected from ManyChat

It is useful to get information from ManyChat to update your Customer Relationship Management (CRM) software.

Create a Google sheet with all the names of the custom user fields, tags, and other system fields that you would like to update from ManyChat.

Go to Broadcasting -> Broadcast -> New Broadcast -> Messenger

3. How To Prevent Your Bot From Being Penalized/Blocked/Banned

It is best to be familiar with Facebook Messenger’s Policies and Usage guidelines. Most FAQs and support centers only provide a paraphrasing or interpretation of them. Knowing the Policies and Guidelines yourself is much better than having to look for support when you have unknowingly crossed them.

Important Reminders:

Use of tags outside of approved use cases may result in restrictions on your ability to send messages.
Sponsored message content must comply with Facebook advertising policies.
Private replies are currently allowed within 7 days to prevent your bot from being blocked. Read more Private Replies – Messenger Platform

Review CS4 for the Overview on Facebook and Messenger Platform Policies.

For more information, see the links below:
Messenger Platform Policy Overview

Messenger Platform Policy

4. How To Prepare In Case Your Bot Gets Penalized/Blocked/Banned

Any time a Page is restricted from sending messages for Platform Policy reasons, the page will receive an explanation of the Policy violation in an email sent to the Page Support Inbox for the app. To ask questions about a policy violation notification, respond to Facebook’s e-mail and one of Facebook Policy’s team members may respond. Source: Facebook Messenger Policy Overview

So, how do you prepare in case you do get penalized, blocked, or banned?

Although you are full across with the Facebook Messengers Guides and Policies, when it comes to chatbots, it is still best to be prepared. Have a backup list of all your user’s contacts (email and/or SMS). In the event that you get blocked, you can still reach your users and redirect them to your new page.

How to import back contact list

Portfolio

Instructions:

Record in loom how you are going to address a customer’s inquiry marked as Conversation Open using Live Chat. Send the loom video link
Name 2 ways to prevent your Facebook Messenger chatbot from being penalized/banned/blocked.

Subject Line: CMM Portfolio 11_[Your Name]

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Sample

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