Facebook launches Messenger Platform 2.3 with new features to ensure seamless customer interaction for businesses

Facebook has announced the launch of Messenger 2.3 Platform which provides new tools to make customer interaction more seamless for businesses.

New features on the chat app include quick replies for contact information. This feature brings dynamic buttons which can be selected by the users to respond to a businesses question like contact details. The feature will allow the user to instantly share contact details connected to their Facebook profile. If a user has more than one email address, Messenger will give the option to select one of them.

Image: Facebook

Image: Facebook

Next feature on the Messenger Platform 2.3 allows a business to customise greeting text message and colour according to their preference.

Facebook on its blog, mentioned that few of the new features will roll out in coming weeks and include easy setup tool to help simplify customisation. A snippet of the code can also be generated to put the feature on a website.

Notification feature on the new platform will notify a person who contacted you by showing a red dot, notification sound and page title change whenever you respond to the customer.

Another new feature on the Messenger app, Persistent menu, allows the businesses to keep a menu fixed in the chat app of the messenger so that customers can access it at any point during the conversation. The company has also added support for Internet Explorer to ensure greater stability and performance for the users visiting the platform through the browser.

Messenger Platfrom 2.3. Facebook

Messenger Platfrom 2.3. Facebook

To provide insights into how the business is performing, Facebook will provide new metrics through Messaging Insights API. The new API will inform the businesses about the total number of open conversations in the businesses Messenger. Another feature through the API will show the number of conversations by new people, who contacted the business for the first time.

Message tags that help businesses to respond to customers questions and provide post-sale update have also been added to the Messenger 2.3. New tags include COMMUNITY_ALERT,  CONFIRMED_EVENT_REMINDER tag and have expanded the ISSUE_RESOLUTION tag to support more use cases. NON_PROMOTIONAL_SUBSCRIPTION tag allows the businesses to tag their non-promotional messages on the officially approved page of the business.

The COMMUNITY_ALERT tag can perform actions like asking the users for a safety check and to notify them of an emergency or utility alerts. CONFIRMED_EVENT_REMINDER tag, as the name suggests, informs user about the events the user has signed up for or about the confirmation of attendance to an accepted event or appointment.

More details about Messenger tags can be found on Facebook's Developers blog. Facebook on the Messenger blog mentioned that few of the new features will be added in coming weeks.

Published Date: Feb 28, 2018 14:53 PM | Updated Date: Feb 28, 2018 14:53 PM