The modern consumer has high standards. They expect brands to be available wherever they are, whenever they need information or support. They demand personalized, instant service across channels, 24/7. How can brands provide this? What options exist for creating a consistent, helpful, constantly available presence on multiple channels?
Your best option is the Facebook Messenger chatbot, of course. 😎
A Messenger bot can fill the gaps that normally exist between marketing channels. These bots are based in Messenger, yes. But they can also appear in other places where your target audience spends time—like in Facebook feeds, on Instagram, and even on your website. The result: Users can enjoy constant availability from your brand by interacting with the familiar Messenger interface on various channels, at any time.
So let’s start with the channel closest to home: your brand’s website. We’ll explore why this should be the first place you embed your Messenger bot, and talk about how to get it set up there.
How to add a Messenger chatbot to your website
It’s easy! Do it with Chatfuel’s Customer Chat plugin, a handy little tool that takes a minute or two to set up. Just follow these four steps:
1. Navigate to the Grow tab from the Chatfuel bot dashboard. Locate this tool. 👇
2. Click Enable, and paste in the domain of your website where you want the bot to appear. Enter a REF parameter as well, if desired. It’ll let you set your bot to show a specific block in the website chat window, rather than just the Welcome Message.
3. The tool will then automatically generate a bit of code. Press Copy to add it to your clipboard.
4. Open the source of your website and embed the code between the <body> tags of the HTML, or have your website developer do this for you.
You can also generate code directly from Facebook. (Learn how, here. ⬇️)
💡 Note: The Facebook method shown in this video won’t allow you to add a REF parameter. However, this way will let you customize the color of the logo and button!
How the plugin works
So you’ve got this simple plugin all set up. Here’s what to expect from the bot that will now appear on your website:
1. When a user visits your site, they’ll see a chat window with your opening message in the corner, inviting them to engage.
2. The user will have two options to begin the chat. They can choose to log into their Facebook account, which means the chat will be personalized to them and the history will be saved in Messenger for them. Or, they can continue as a guest—without logging in to Facebook. (We'll share more on guest mode in the next section.)
3. From there, the user can enjoy the exact same experience they’d get with your bot in Messenger—right there on your site.
4. For users who chose to log in to chat with the bot, the conversation can seamlessly continue later via Messenger.com or the Messenger app. All their interactions with the bot on your website will be stored and accessible anywhere else they chat with it.
About guest mode for the Customer Chat plugin
Facebook released the guest mode functionality for the Chat Plugin in August 2020. It lets users decide whether they want to log in to their Facebook account to chat with the bot on your website, or continue anonymously as a guest. Here are a few FAQs about guest mode.
How can guest mode benefit my business? Giving users the option to choose can attract more of them to chat with your bot. Facebook had some businesses test guest mode before it was released, and they enjoyed a 45% increase in customers inquiring about their products and services. More users, more engagement, more sales!
Will the chat history be saved when the user is in guest mode? Your bot will store a copy of the chat permanently, but it will only be available in the user's browser for 24 hours.
Can my bot reengage guest-mode users later? You can't reach out to guest-mode users after they've ended the conversation (or after the conversation automatically ends, which is 24 hours after it begins). (More information from Facebook, here.) However, during the chat, your bot can gather contact information from the user so you can reach them on other channels later (use the Save User Phone Number and Save User Email plugins).
Should I create different flows for guests vs. logged-in users? We recommend it! For example, lets's say you only have one flow, and it's personalized with attributes. Since your bot won't have access to a guest user's profile data, it won't be able to fill in values for the attributes. The result could be an incomplete or even confusing experience for that user. We'll be releasing an Entry Point for the Customer Chat plugin soon that will let you easily create these two different flows. Join our Facebook community or visit our changelog for updates.
Who should use this plugin
The Customer Chat plugin gives you the opportunity to have meaningful interactions with every person who visits your website. Share information, answer questions, and move visitors who would otherwise be lost towards a conversion, whatever that looks like for your business. That’s why this plugin is ideal for so many diverse use cases, such as:
- salons that want to book appointments 💇🏼♀ ️
- nonprofits that want to gain donors 💞
- Shopify merchants who want to sell products 🛍
- influencers who want to build trust with their fans 🎙
Advantages over a traditional website chat window
A traditional website chat window has the same purpose as a Messenger-bot chat window. Both aim to give site visitors information or assistance, and move them along the funnel. But a Messenger chat window has several unique advantages, like:
- A channel for future communication. As soon as a logged-in user responds to your website Messenger bot once, you’ll be able to reach them via bot again in the future. No need to ask them to manually enter their email address or other contact information (although you can easily gather this info if you’d like it for outreach on other channels! Use the Save User Phone Number and Save User Email plugins in Chatfuel.).
- Seamless conversations. A traditional website chat starts from scratch every time, even if the same user visits your site twice. With a Messenger bot, however, the conversation usually has context. For users who are logged into Facebook, previous messages they've exchanged with your bot will appear, and the chat can continue via Messenger even after they’ve left the site.
- Access to profile information. You can access profile information for all logged-in chatbot users in the People tab in Chatfuel. You can use this data to segment users with attributes, and retarget them accordingly later on.
- Improved user experience. Users will recognize the familiar interface of Messenger, and they’ll be able to enjoy that same rich media experience they’re accustomed to.
- Full chatbot functionality. Any functionality you build into your bot will be available when it appears in a chat window on your website. So once you build your full-featured chatbot in Chatfuel, you can immediately set it to appear on your site—no special adjustments necessary. (This includes the ability to hand over the conversation to a live agent to close the deal!)
Get more value from website traffic by embedding your Messenger bot
Embedding a chatbot window on your website can be a game-changer. Imagine how many more conversions you’ll earn using a bot to guide site visitors down the funnel, instead of leaving them to browse and learn about your brand on their own! If you’re ready to get more value from your website visitors, get started with Chatfuel for free today.