conversations

Create a chatflow for Facebook Messenger (BETA)

Last updated: September 9, 2019

In Beta

When you connect your Facebook Messenger account to HubSpot a default instant reply chatflow will be created and enabled in your account. This is the primary chatflow used on your Facebook Messenger page.

Customize the default Messenger chatflow

You can customize the chatflow's instant reply message and routing rules:

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Click the Messenger tab.
  • Hover over the Default Messenger bot and click Edit.
  • On the Build tab, customize the chatflow's instant reply message and routing rules.
  • Click Save. instant-reply-message
  • To copy a direct link to your Messenger account, click the Options tab, then click Copy next to the URL. This can be added to CTAs, emails, and your website.

Learn how to respond to incoming messages in your conversations inbox or create another chatflow for your Messenger account.

Create additional Messenger chatflows

You can only have one primary chatflow for each connected Messenger account. This is the default chatflow that visitors will see when messaging you. You can, however, create additional instant reply chatflows or bot chatflows and use the direct URLs for these chatflows in your content. Add direct URLs to your CTAs, marketing emails, or website pages so visitors can immediately start a conversation with your team in Messenger.

To create additional Messenger chatflows:

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Click the Messenger tab.
  • In the upper right, click Create chatflow.
  • Select Messenger.
  • In the left sidebar, select which type of chatflow you're creating. You can create a live chat or bot.
    • On the Build tab, customize the instant reply and routing rules. If you're creating a bot, edit the existing actions or add additional actions to the bot's flow.
    • On the Options tab, click Copy to copy the direct URL for your chatflow. This can be added to CTAs, emails, and your website. If you're creating a bot for Messenger, you can also customize additional bot display options:
      • To customize the amount of time after inactivity before the chat session is reset to the beginning, click the Session timeout dropdown menu and select an option. The chat session will not reset if a visitor completed every bot action in a past session.
      • To set a delay between each message that is sent to visitors, click the Typing delay between messages dropdown menu and select an option. 
      • To customize the response visitors see when a request fails, enter error messaging in the Error response field. 
      • To change the bot's display language, click the Select a language dropdown menu and select a different language. 
      • To decide if the chatflow should appear based on the team's availability you set at the inbox level, click the Availability dropdown menu and select an option. Learn more about customizing your bot's availability preferences.
  • To preview your chatflow in Messenger, click View in Messenger in the top right.
  • To enable the chatflow, in the top right, click to toggle the switch on.

Your new chatflow will now appear on the Messenger tab of the chatflows tool. If you add the Messenger URL to your content, when a contact clicks the URL, they'll be brought directly to Messenger where they can start a conversation with your team. add-direct-URL

To make one of your new chatflows the primary chatflow that visitors will see when visiting your Facebook Business page, hover over the chatflow, click the More dropdown menu, and select Set as primary.