🤖 As more businesses turn to chatbots to handle routine customer inquiries on Facebook, it's becoming increasingly important to strike a balance between automation and personalization.
Fortunately, with the help of NapoleonCat, you can seamlessly integrate a chatbot solution with a human-powered inbox for more complex queries. All that to provide a seamless customer experience that combines the efficiency of automation with the empathy of human interaction!
In this article, we'll show you how to integrate NapoleonCat with a Facebook Messenger chatbot and manage your customer conversations more effectively. 🐱
How to use both a Messenger chatbot and NapoleonCat?
Some popular chatbot solutions that NapoleonCat can integrate with include Chatfuel, Koda, Mobilemonkey, Manychat, and more.
In fact, you can integrate virtually any given Messenger chatbot with NapoleonCat. Here's how:
1. Enable Facebook Handover Protocol
First, make sure that you've connected both NapoleonCat and your preferred Messenger chatbot solution to your Facebook page.
Once successfully done, you'll be able to see both NapoleonCat and your chatbot solution under *Connected Apps* in Advanced Messaging settings on Facebook:
Now is a good time to configure the Primary Receiver. In Advanced Messaging settings on Facebook, under *App settings*, hit *Configure* next to Messenger Receiver:
Select your chatbot solution - whichever one you're using - as the primary receiver:
Well-done! Now you can go on to follow the steps below. 👇
2. Set up conversation handover in your chatbot tool
Let's take Manychat as an example. To set up conversation handover with NapoleonCat in Manychat, you'd need to follow these steps:
1. Go to *Settings* (on the left-hand side) -> *Channels* -> *Messenger*
2. Scroll down until you see *LiveChat app*, and pick *NapoleonCat* as your *LiveChat App*.
3. Check *Workspace settings* in NapoleonCat
To make sure the integration between your chatbot and NapoleonCat is working, head over to Workspace settings in NapoleonCat and hover over the Facebook profile you're working with.
Look for the *Integration with a chatbot* icon. If it's green, you're all set:
If it's gray, you might need to reconnect your Facebook page. To do that, hit the *Edit* button next to your Facebook page in Workspace settings:
Then, click on *Reconnect* and *Enable integration*:
4. Go to Social Inbox in NapoleonCat
Once you've completed the integration process, head over to your NapoleonCat Inbox. The filter for Direct Messages should now say *Messenger messages* rather than *Private messages*.
Just look for the *Messenger messages* option on the right-hand side of your screen. If it's there, you're good to go! 😺
If your team members are still seeing *Private messages* instead of *Messenger messages*, just have them log out of NapoleonCat and then log back in.
5. How to manage bot-redirected conversations in NapoleonCat
Great job on integrating a messenger chatbot with your Social inbox!
Now that it's set up, you can start responding to customers who want to chat with a human. When a customer reaches out, you'll receive a notification that looks like this:
You can reply to the message just like any other message in your inbox. After the conversation is over, be sure to hand it back to the chatbot. This ensures that if the same user contacts you in the future, the system will activate the chatbot instead of routing the message directly to a human agent. To do this, simply click on the robot button:
And there you have it - you're all done!