Facebook Messenger Live Chat

Note: This feature is not available on every Ecommerce tier plan. If the feature is not available for your plan, you will see the corresponding notification.

Add Facebook Messenger live chat (Message Us button) online store so that customers can contact easily using Facebook Messenger.

To enable Facebook Messenger, connect the store with the Business Facebook page in Store management, go to Facebook Messenger. When connected, customers can contact by clicking the Facebook Messenger icon that is shown on all store pages or by clicking Message Us on any product page. All conversations are saved in Messenger's Inbox.

Enabling Facebook Messenger

Note: Before you start, make sure you have a Facebook account with an admin or editor role on a published Facebook page. If your Facebook page is unpublished, then customers won’t be able to begin conversations with your online store using the Message Us button.

To enable Facebook Messenger in store:

From the Store dashboard, go to Other Channels → Facebook Messenger.
Click Connect Facebook Page.
Choose a business page that prefers to use for communicating with customers. Messages will be sent from this Facebook page. Then click Next.
Give the requested permissions to Facebook and click Done.
Click Save to confirm that the chosen Facebook page should be connected.
Specify the store's URL and click Save.

That’s it! Facebook Messenger is added to the online store. The button appears on every page of the online store.

Respond to customers' questions directly from conversations in Messenger and in a single message thread. All conversations are saved in Messenger's Inbox.

Note: Install Facebook Pages Manager app (avaliable for iOS and Android) to manage messages from your mobile. The app allows you to see all of your notifications from Facebook and Instagram (if connected) in one place.

Customizing Messenger Buttons

After enabling the Message Us button, change its style:

From the Store dashboard, go to Other Channels → Facebook Messenger.
In a Messenger, settings section find the Change button style, then click Choose Color.
Select the design:

4. Save changes.

Change these settings again at any time.

Removing Facebook Messenger

When removing the Messenger, the icon that customers see on the storefront page and product pages will also be removed.

To remove Facebook Messenger from the store:

From Store management, go to Other Channels → Facebook Messenger.
Change Status to Disconnect:

Customer Experience Best Practices

To change the way how the brand interacts with incoming customer messages through Messenger. Check out the practices below.

Provide faster and meaningful support

A helpful timesaver is Facebook’s unified Inbox for business pages that includes reviews, comments, and messages sent via Facebook, Instagram, and Messenger, on both mobile and desktop. The inbox brings all messages into one stream that’s easy to filter and sort.

The best part is that all conversations or interactions that were during the company’s relationship with customers are saved in Messenger's Inbox.

Use automated greetings and responses

To set Instant responses, open the Facebook business page settings → Messaging tab and jump to the Response Assistant section.

Add a Greeting that people will see the first time they open a conversation with on Messenger, Instant Reply, Away Message or answers to Frequently asked questions.

To use this opportunity to outline things like:

Thanking customers for their message. This way, clients know to take their communication seriously and paying it the respect they deserve.
Average response times. Informing customers of when they can expect a response sets expectations upfront. Plus, including a timeframe will take the pressure off the customer service team by avoiding follow-up inquiries.
Opening hours of customer service. Just to set the expectations.
Answers to FAQs. Think of the most popular questions that clients asked over time. Then set up automated responses to those questions.