Guided Conversations in Facebook Messenger

What is Guided Conversations?

Guided Conversations is a comprehensive conversation builder platform that easily integrates with other applications. GC has ready-to-use components that allow you to build a predefined flow for any use case that you have in mind.

How has GC benefited businesses that use it?

Establishing adaptable self-service workflows.

Constructing automated conversations to assist prospects and customers.

Developing in-app guidance to support sales and service calls.

Minimizing the need for developer intervention.

What are blocks?

Blocks are the fundamental units of the Zoho Desk's Guided Conversations flow Builder. The GC flow builder offers blocks that cater to various business scenarios. Whether you need to display images or add emojis to create a welcoming message for your customers, you can achieve it all by using the appropriate blocks in the flow you are building.

Why use GC in Facebook Messenger?

Wide user base: Telegram has a large and growing user base, making it an excellent platform to reach a broad audience.
Ease of use: Telegram's interface is user-friendly, making it easy for users to interact with the GC chatbot.
24/7 availability: GC chatbot on Telegram can provide round-the-clock customer support, ensuring that users can get assistance at any time. The bot can easily scale to handle increasing numbers of users without compromising performance.
Instant responses: You can handle multiple queries simultaneously, providing instant responses to users and reducing wait times.
Automate processes: Routine tasks, such as answering FAQs, processing orders, and scheduling appointments, can be automated, freeing up human resources for more complex tasks.
User-friendly interface: Facebook Messenger offers a familiar and convenient platform for customers to interact with the business, as it is widely used globally.
Improved customer retention: Increases customer loyalty by providing quick and efficient service, making it easier for customers to resolve their issues.
Brand image enhancement: Demonstrates a commitment to innovation and customer service excellence, enhancing the brand's reputation.

Types of blocks and their compatibility

Easily create your bot in just a few minutes using the Guided Conversations (GC) builder. This will help you address simple customer questions and issues on your configured WhatsApp channel. To fully leverage the Blended Conversations feature in Zoho Desk, start by noting which blocks are supported in Facebook Messenger.

Response blocks
Action blocks

Response cards

The response blocks can receive input or display a message to the user.

1. Message cards

Type	Facebook Messenger Channel
Text	Yes, only text. No text formatting and attachments are allowed.
Info Card	No

2. Question cards

Type	Facebook Messenger Channel
Text	Yes
Image	Yes (only jpg, jpeg, png)
Video	Yes (only mp4,3gpp)
Audio	Yes
File	Yes (only PDF)
Slider	No
Email	Yes
URL	Yes
Currency	Yes
Calendar	Yes
Number	Yes
Location	No

3. Choice cards

A) Button block

Type	Facebook Messenger Channel
Text	Yes - A total of 3 buttons with a max of 20 characters each
URL	No
Image	No
Video	No
Audio	No
Smiley	No
Feedback	No

B) Dynamic button block

Type	Facebook Messenger Channel
Text	No

C) Choice block

Type	Facebook Messenger Channel
Static card	No
Dynamic card	No

Action cards

The action blocks help perform a range of actions in the back-end, generally altering the course of a conversation.

Type	Facebook Messenger Channel
Jump	Yes
Fork	Yes
Operation	Yes
Webhook	Yes

One of the essential integration blocks is Chat Transfer block, which allows seamless handoff from the bot to live agents. Learn more about Chat Transfer

Steps to create a new flow for Facebook Messenger channel

1. Navigate to Setup > Self Service > Guided Conversations.

2. Select the department where you want to build the conversation flow and click Create Flow.

3. In the Create Flow form, enter the Name and Description, choose the Facebook Messenger channel for the conversation flow, and click Next.

How to edit a flow and link it to your Facebook Messenger conversation

1. Navigate to Setup > Self Service > Guided Conversations.

2. Select the department where you have built the conversation flow.

3. Select Edit.
4. In the Edit Flow form, Facebook Messenger and Save.