Facebook / Instagram - Interactive Messenger

What are the new Actions?
There are 2 new actions in the "Communications" category.

Facebook Interactive Messenger
Instagram Interactive Messenger

1. The Action
   On selecting any of the above-mentioned actions, the sidebar will open where you can capture all the relevant details.
   

2. Reply Type
   The first thing to do here is to select the "Reply Type." You have 2 options to select from, Reply to DM and Reply to comment via DM.

   • Reply to DM - This is to be selected when you want to send an outbound message to the customer based on a direct message received from the customer.

   • Reply to comment via DM - This is to be selected when you want to send an outbound message based on the comment made by the customer. If you want to use multiple actions in the same workflow, remember that the first action will be a "Reply to comment via DM," and subsequent actions will be "Reply to DM."
     

3. Template & Message
   After selecting the reply type, we have to configure the message that needs to be sent. You can select from pre-existing templates or even write your own message.
   
   

4. Attachment
   Users also have the ability to attach files. Click on "Add attachment" and select an attachment from your drive or enter the URL to add the files.
   

5. Add Buttons
   You can also add buttons with your messages. Now what are buttons? Buttons are a great way to communicate with your customers and give you the functionality to perform actions based on the button selection, share your number, or share the website link.

Click on "Add Button" to add the buttons; you can add up to 3 buttons.

6. Button Types
   There are 3 types of buttons to select from -
   a. Open website - Add a URL to this button. Enter the link here and the user will go to that link when the button is clicked.
   b. Call Number - You can enter the number here and the user can call on that using this button.
   c. Perform Actions - This button can be used to further progress the conversation with the customer. You can add actions after this button to continue the flow.
   

7. Add Buttons
   The first thing to be added in a button is the Button Name. Next is the selection from the 3 button types and last is entering the phone number or URL for Call or Website button respectively.
   

8. Default Wait Time
   This is a mandatory step. By default, a wait time of 1 minute is added and it will be editable. After the given time has passed, the contact will go to the "Default Branch."
   

9. Default Branch
   A default branch will be available for the action all the time. If no reply is received from the customer or the "Call" action button is selected, the contact will move to this branch.

10. Important points to be noted

• Up to 3 buttons can be added in the Interactive Messenger action.

• No further actions can be added after the "Call" button.

• After the call button, the contact will directly move to the Default Branch.

• By default, a wait of 1 minute is added which is editable.

• If no button is selected, the contact will go to the "Default Timeout" branch.

• If Reply to DM is selected, the system will check if there is any conversation that happened within the last 24 hours, and if yes, then it’ll send a message; else it’ll fail to send.

• If you want to use multiple actions in the same workflow, remember that the first action will be a "Reply to comment via DM," and subsequent actions will be "Reply to DM."

• If Reply to comment via DM type is selected, the message will send even if there is no reply from the customer's end.