Want to integrate Facebook Messenger with your CRM? This blog post is for you! We’ll cover everything you need to know about getting a Facebook Messenger CRM integration. Then, we’ll explain why you need a business messaging inbox like respond.io and how you can use it for Facebook Messenger marketing, sales and support.
What is Facebook Messenger CRM?
Facebook Messenger CRM is the integration between Facebook Messenger and a CRM. Given the popularity of Facebook Messenger, businesses are looking for an integration that allows them to receive and respond to customers’ messages within their CRM.
However, because CRMs were originally built for email, only a few support native Facebook Messenger integration and most of them rely on third-party integrations. Before investing in a Facebook Messenger integration, here are a few things you should know.
Getting a Facebook Messenger CRM: What You Should Know
To get a Facebook Messenger CRM integration, you need to understand how you can use Facebook Messenger for business and the types of integrations CRMs support.
Facebook Messenger for Business
Businesses with a Facebook Page will automatically have a Meta Business Suite inbox created for the Page. Meta Business Suite is designed for businesses that receive low to mid volumes of messages.
It has tools to manage and organize their conversations, such as automated welcome and away messages, labels and notes.
If you want to integrate Facebook messenger with a CRM, you’ll need a Facebook Messenger API, designed for large businesses and businesses wanting to scale their conversations. However, the Facebook Messenger API is just an API so it does not have an interface.
It must be connected to a CRM or business messaging inbox like respond.io to send and receive messages. It is important to note that what you can do with a Facebook Messenger API integration will differ according to the software you’ve connected it to.
That said, let's look at the types of Facebook Messenger integration supported by CRMs.
Integrating Facebook Messenger with a CRM
Most CRMs that support native integrations can't support Facebook Messenger features like videos and voice messages because they were not built for messaging. Therefore, this interferes with the messaging experience that Facebook Messenger provides.
For instance, Hubspot native integration does not support the preview of videos, voice notes and locations sent by customers. Agents have to download them to know the content.
Below is a table showing the features and limitations of some native Facebook Messenger CRM integrations. Note that the information below only highlights important features and limitations.
Besides that, the native integration provided by CRMs limits the Facebook Messenger integration to a single CRM. A business with multiple CRMs will be unable to integrate Facebook Messenger with them.
Thankfully, most CRMs let their customers choose how they want to use Facebook Messenger with their CRM by providing access to third-party integration. This allows you to use an inbox like respond.io, designed specifically for business messaging.
Respond.io enables you to streamline business communication across instant messaging apps along with traditional channels like email and webchat. It lets you use Facebook Messenger to its full potential and integrate multiple CRMs with it.
It supports all of Facebook Messenger features and provides businesses with advanced tools to send broadcasts, automate conversations, route and assign conversations, keep track of agents' workload and more. We’ll cover more of this later.
Now, let's look at how to integrate any CRM with respond.io to use Facebook Messenger.
How to Integrate Your CRM with respond.io to Use Facebook Messenger
First, you need to connect your Facebook Messenger to respond.io. Then, create a new Workflow automation and add the HTTP Request Step in it to connect Facebook Messenger on respond.io with any CRM.
This will allow you to exchange information with your existing CRM while messaging customers on respond.io.
You can qualify sales leads, retrieve updated contact profiles or create deals and tickets on external CRMs without having to go back and forth between your CRM and the respond.io inbox to reply to Facebook Messenger messages.
Next, we’ll show how you can use respond.io for Facebook Messenger marketing, sales and support.
How to Use respond.io for Marketing, Sales and Support
Respond.io allows businesses to send Facebook Messenger Broadcasts outside the 24-hour messaging window using Message Tags. With the Human Agent tag, businesses will get a 7-day messaging widow by default instead of 24 hours.
Now that you have more time to chat with customers, let's look at how you can use respond.io for marketing, sales and support.
Facebook Messenger Integration for Marketing
Meta does not allow businesses to message customers first to prevent spam. However, businesses can encourage inbound conversations with click-to-chat links, QR codes, Facebook Messenger widget and Click to Messenger ads, which can all be set up on respond.io.
Click to Messenger ads allow marketers to move prospects through the marketing funnel faster by directing them to their inbox instead of to a contact form.
A contact form requires prospects to fill in their contact information, communicate their needs to a business and wait for a salesperson to get in touch with them.
With Click to Messenger ads, contacts open a conversation directly with you. Once a conversation opens, use respond.io to send a pre-chat survey to identify if the lead is new or existing.
If they are an existing contact and have previously messaged you on another channel, you can merge their contact information to get a complete view of their interactions with your business. Additionally, you can retrieve and update their contact information on your CRM.
By getting a complete view of a lead, you’ll be able to get the context of their previous interactions, understand their interest in your products and continue to target them with Sponsored Messages based on insights gained from the conversation.
In addition, businesses can use respond.io’s Facebook comment auto reply feature to reply to Facebook promotional post comments via Messenger. This way, you can engage with potential customers and turn commenters into contacts.
Next, we’ll show you how to use Facebook Messenger for sales on repond.io.
Facebook Messenger Integration for Sales
Integrating your sales CRM with respond.io allows you to exchange data between both platforms to qualify leads and create deals with a click of a button. Agents can carry out sales-related tasks while talking to customers without switching between platforms.
Businesses can also automate sales tasks like qualifying leads and routing them to the right sales team based on the funnel they fall into.
Due to the highly customizable nature of respond.io’s Workflows, managers are free to implement their routing logic like routing leads by priority access, deal size, region or more.
Plus, their auto assignment logic can ensure equal lead distribution among the sales team and assign existing customers to their dedicated salesperson automatically. Now, let's look at how you can use respond.io for Facebook Messenger customer support.
Facebook Messenger Integration for Customer Support
The customer support team is often overloaded with simple inquiries from customers. Instead of assigning and answering every inquiry manually, businesses can use respond.io to minimize support agents' workload.
They can automate FAQs and send multiple-choice questions to help customers communicate what they want clearly. Then, route them to the right team and assign them to the right agent.
This way, agents can focus their time and resources on critical issues and provide quality support. Plus, with the Human Agent Tag, agents will get 7 days to solve complex issues.
Suppose an agent cannot resolve an issue. They can request a manager's assistance through internal comments or escalate the case to external CRM platforms with one click while chatting with customers.
To measure the success and quality of a company’s customer support, businesses can send a CSAT survey or track individual or team performance via the advanced Reports and Analytics Module.
Finally, you can carry out all your tasks anywhere with the respond.io mobile app.
Are you ready to use Facebook Messenger to its full potential? Sign up for our free trial and grow your customer relationships today!
Further Reading
We hope you enjoyed this article. Check out these articles for more information on Facebook Messenger use cases.
- A Guide to Facebook Messenger Marketing
- Facebook Messenger Sales: A how-to Guide
- How to Use Facebook Messenger for Customer Service
