Facebook Messenger Bot Integrations: ShopMessage and ManyChat

If you use Facebook Messenger bots to automatically greet customers and answer questions, there may be many back-and-forth exchanges between the customer and the bot. If your Facebook Messenger is also connected to Re:amaze via social channels, these bot-driven messages can flood your Re:amaze inbox.

Re:amaze recommends setting your Facebook Messenger bot platform as the primary receiver for your Facebook page, not Re:amaze. This allows the bot to respond to incoming conversations before they reach your Re:amaze inbox. These settings can be found in your Facebook Page under Settings > Advanced Messaging > Messenger Receiver.

Supported bot platforms

Both ShopMessage and ManyChat work with Re:amaze without any additional customization, as long as your Facebook Messenger account is connected to Re:amaze.

When customers interact with either chatbot through quick select buttons, those messages do not arrive in Re:amaze since they are bot-driven. As soon as a customer selects the option to speak with a human agent, the conversation will be escalated to your Re:amaze inbox.

Avoid common bot conflicts

When a bot is active on your Messenger channel, Re:amaze will automatically mark conversations as resolved if the bot responds with any message. If the bot does not respond, Re:amaze will leave the conversation as unresolved.

Make sure your bots do not send autoresponder messages that do not drive the conversation to a resolution. These can leave conversations in a resolved state even when the customer is still waiting for a response from a human agent. Use Messenger's built-in autoresponder capability instead, which Re:amaze can detect and handle appropriately.
Here are examples of bot-driven conversations and how they interact with Re:amaze:

Works with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)

Does not work with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)
Bot: Okay

If the chatbot responds after a quick reply button, such as with "Okay," Messenger will leave the conversation in a resolved state, preventing it from being escalated to your Re:amaze inbox.