Guided Conversations in Facebook Messenger
What is Guided Conversations?
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
Response blocks
Action blocks
Response cards
1. Message cards
Type | Facebook Messenger Channel |
Text | Yes, only text. No text formatting and attachments are allowed. |
Info Card | No |
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 |
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
Type | Facebook Messenger Channel |
Jump | Yes |
Fork | Yes |
Operation | Yes |
Webhook | Yes |
Learn how to add a GC bot to your Facebook Messenger channel
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.
How to edit a flow and link it to your Facebook Messenger conversation
3. Select Edit.
4. In the Edit Flow form, Facebook Messenger and Save.
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