How shoppers start chats
Last updated
Was this helpful?
Last updated
Was this helpful?
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.