Facebook Messenger

Build out Your Facebook Messenger to Grow Your Business

Throughout this course, you'll take a look at the importance of messaging and how Messenger can help your business, dive deeper into ensuring you can receive messages on business Page and explore tools you can use to automate and manage your messages.

Module Outline and Objectives:

  • What Messenger can do for your business

  • Why use Messenger for your business

  • Encourage communication with customers using Messenger

  • Apply best practices when you respond to messages

  • Manage your messages by using Page Inbox features

Discover the Importance of Using Messenger for Your Business

Globally, more than 10 billion messages are exchanged between people and businesses every month with 1 billion of those messages on Messenger alone, according to Facebook.

What messaging can do for your business

  • Messaging can create more meaningful connections between people and businesses.

  • It can enable people to connect directly at every stage in the customer journey.

  • It’s convenient for people.

After people start messaging businesses, it often becomes their go-to form of communication. In countries around the world, a majority of people surveyed tell us messaging is the easiest and most convenient way to contact a business. 

  • 60% of people say they would pay more for convenience.

  • It can encourage confidence in your business.

    • People say messaging helps them feel more confident about a business than using more traditional channels like making a phone call, filling out a website form and even sending an email.

Key Takeaways

  • Most of the world uses messaging apps, and customers expect to be able to message with businesses.

  • Messenger helps you connect with your customers since it's automatically available when you create your business' Facebook Page.

  • Other businesses like yours have experienced success using Messenger and have seen a positive impact on their business.

Your Page's settings

Every Facebook Page automatically includes Messenger. However, you need to adjust your settings so people can easily communicate with you.

You can also set up how people message your Page in Messaging Settings.

Messenger Settings

You can also share your Messenger link, a short, memorable URL that automatically opens a message thread with your business in a new browser.

Click on Messenger Platform and then scroll to Your Messenger Link

Click on Messenger Platform and then scroll to Your Messenger Link

You can also create the unique Messenger link for your page by adding m.me/ in front of your Page's username. Share your Messenger link anywhere (your website, app, flyer, SMS, email and more) to help people find you more easily in Messenger and start a conversation.

You can also setup a button anywhere you want like this.

Action Item: Right click and save the messenger image. Copy and paste it on your website, email, etc. and link it to your m.me/ link. Click on this one to see how it is to work.

Challenge: Click the Send to Messenger button and message your favorite ice cream.

Add a Send Message button to your Page from your desktop

You also have the option to add a Send Message button to your Page to receive messages through Messenger. This is a great way to drive people who visit your Page to take an action and get in touch with your business. A call-to-action (CTA) button appears at the top of your Page or at the bottom when viewing from your phone.

1. To add a Send Message button to your Page, click + Add a Button below your Page's cover photo.

Note: If your Page already has a button added, you will not see + Add a Button but you can click your own button and select Edit Button to make changes.

Send Message Facebook

2. Select Contact you from the dropdown menu as the action you want your customers to take.

Add a Send Message button to your Page from your phone

For convenience, you can add a CTA button to your business Page from your Facebook app.

1. From your business Page, tap on Add a Button under your cover photo. 

2. Tap on Send Message to add a button that sends people to Messenger.

3. This page explains what the Send Message button does. Tap Save.

4. You're finished! Send Message is set as the CTA on your Page.

Add a Send Message button to your post

Click the three dots in the bottom right hand corner to open up all of the options and then select “Get Messages”.

Facebook Post Messenger
Send Message Facebook

Key Takeaways

  • There are several ways to get more messages through your business Page. 

  • Check your Page's settings to make sure you can communicate with people privately and set up messaging features.

  • Remember to let your customers know that they can message your business for more information or purchases.

Apply best practices when you respond to messages

Source: Facebook

Source: Facebook

If you want to build relationships through messaging, timing matters. Since people seek convenience and quick results, they expect the businesses they message to respond in a timely manner with the right information, so be prepared for people that are ready to talk.

You can download the Pages Manager App to respond to customers on the go, manage your business Page and see Page insights. When you set the push notifications for the app to ON, you will be notified when you receive messages.

In real estate, you may not always be available to respond to customers right away. That's why Facebook created the following tools to help you respond and add a personal touch.

  • Greeting

  • Instant reply

  • Saved replies

  • Away message

You can use a greeting as a customizable welcome message that will appear when someone starts a new message thread with you but before they actually send their first message to you. It can be a great way to greet people and set a friendly tone.

1. Go to your Page's Settings and select Messaging.

2. Scroll down to make sure Show a Messenger greeting is On.

Messenger Greeting
Personalization Facebook Messenger

3. Select Change to preview and edit the message your customer will see and then Save

Pro Tip: You can select Add Personalization to include the customer's name, your Facebook Page URL, your website or your phone number.

You can set up an instant reply as your Page's first response to new messages. People will receive this automatic message to let them know that you'll get back to them soon or to thank them for contacting your Page.

Note: Instant replies are not included in your Page's response rate or response time.

Saved replies

You can answer commonly asked questions with saved replies. These can help the accuracy in your messages.

Saved Replies

1. Select Inbox at the top of your business Page.

2. Select a message, and click the greyed out message icon in the bottom right.

3. Select Manage Replies.

4. Select Create Reply.

5. When creating a new reply, enter the reply title and message. 

6. Select Save reply.

Away message

You can send automatic away messages when your business is closed or when you're on vacation to let customers know they may experience a delay in response. It's helpful to let people know when they can expect a response or where to find other information.

1. Go to your Page's Settings and select Messaging.

2. Click on automated responses.

3. Click away message.

Away Message

4. Set the schedule to the hours you will regularly be away or when you'll be away for an extended period of time and Save. Note: If you want to be away for a shorter period of time, you can change the status button in your Inbox (on desktop and on the Pages Manager App) to be away for up to 12 hours.

Check on Knowledge:

  1. Messenger is not automatically added to your Facebook Page.

    A: True

    B: False

  2. You can customize a greeting with which of the following? (Choose all that apply)

    A: Nickname

    B: Your website URL

    C: Person’s email address

    D: Your phone number

  3. Instant replies help improve your Page response time.

    A: True

    B: False

Don’t forget, encourage your audience to reach out to you. Make it easy. Reply!

Answers: 1:B | 2:B,D | 3:B

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