Settings Guide
  • Configure the Virtual Shopping experience in Dashboard
  • On-site chat
    • On-site Chat overview
    • Supported languages
    • Custom theme
    • Photo and video sending
    • Privacy policy URL
    • Terms and conditions URL
    • Customer service URL
    • Customize text
    • Manage where On-site Chat displays
  • Store App
    • Store App overview
    • Employee ID
    • Saved Replies
    • Simultaneous Chat
      • How Simultaneous Chat works
      • Frequently asked questions
  • Management Tools
    • Manage Stores Index
  • Account
    • Account overview
    • Product Feed
    • Currency
    • Time zone
    • Contacts
    • Team availability
    • Out of operating hours
    • Left Message SMS sender ID
    • Left Message expired URL
    • Department settings
    • Adding a new department
    • Zendesk integration
      • How shoppers start a Zendesk chat
      • User journey example
      • Activating your Zendesk integration
      • Added features overview
      • Frequently Asked Questions
    • Messenger Integration
      • How shoppers start chats
      • Activating your integration
      • Frequently asked questions
  • Notifications
    • Manage Team email notifications
    • How to set up Manage Team email notifications
    • Frequently asked questions
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  1. Account
  2. Messenger Integration

How shoppers start chats

PreviousMessenger IntegrationNextActivating your integration

Last updated 2 years ago

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How shoppers can start a Messenger chat with Virtual Shopping

To start a Messenger chat, a shopper visits a Merchant’s Facebook page and clicks on the ‘Send Message’ button at the top of the Facebook page, opening Messenger.

The shopper can then raise their query to the Merchant in the normal way through Messenger.

The shopper will then be presented with 2 menu options:

  • ‘Ask an Expert’ - If the shopper clicks on ‘Ask an Expert’ they will be routed to speak to a Product Expert using Virtual Shopping. As part of this flow the shopper is asked to provide the most relevant country and postal code for their query to be routed to. Note, for single country Retailers we don’t ask the shopper which country they’d like to be routed to, just their postal code in order to route the shopper to their nearest store.

  • ‘Customer Service' - If the shopper clicks on ‘Customer Service’, they will be routed to the Merchant’s Facebook inbox or helpdesk.

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How you start a Messenger chat via a Merchant's facebook page.mp4