Use the Inbox

A number appears next to Inbox in the left menu. It shows how many customers were transferred to a human, which means their bot is off. Try to keep this number as close to 0 as possible.

The number grows because replying from Business Suite switches the bot off automatically. If the bot stays off, customers who write later feel as if the bot isn't working.

Open Inbox to see the list of people who have written to your page. Select a customer. If a yellow bar saying The bot is active appears at the top of the chat, the auto responder (the bot) is on.

The bot turns off in three cases:

1. You click the yellow The bot is active bar (Transfer Conversation to Human).
2. You send the customer a message from the panel.
3. You send a message from Meta Business Suite.

As soon as the bot turns off, the customer moves to the section handled by people and the Inbox counter goes up by one. Choose Human in the list filter to see these customers.

To turn the bot back on, click the robot icon at the top of the chat (Transfer Conversation to bot). The customer moves to the Bot list and the counter goes back down.

1. Click the paperclip icon in the message area.
2. Use Upload File to send images, videos or files from your computer. Videos are delivered through Facebook, so they must be under 25 MB.
3. Media Library stores the images, videos and files you send often, so you upload them only once. Use Upload to add files in advance.
4. To send one, select the file in Media Library and click Send.

No more digging through folders on your phone or computer: two clicks and it's sent.

Click the microphone icon to send a voice message.

Click the chat bubble icon (Insert saved reply) to open the Saved replies list. It works like saved replies in Business Suite. Prepare the answers you give often and give each one a keyword name.

For example, if many people ask “Дахин холболтыг яаж хийх вэ?” (How do I reconnect?), prepare a reply named reconnect. Select it from the list and click send. This makes answering repeated questions quick and easy.

1. Click the menu icon (three lines) in the message area and choose Send Flow.
2. Pick a flow you prepared earlier, for example “Main menu”, and send it.

If a customer asks about prices or products, you don't have to type everything out. Send the flow with that information and guide the customer into the chatbot. It saves time and lets customers get information from the chat on their own.

When you finish talking with a customer, click the robot icon at the top of the chat (Transfer Conversation to bot) to turn the bot back on. The yellow The bot is active bar appears again.

The next time the customer writes, the chatbot starts working right away.