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A Targeting Strategy with Messenger - Message us

Introduction

Before creating your first targeting rule, make sure that the channel is available for your account (cf. Messenger deployment)

 

CREATING A FLOATING BUTTON

You can customise the image displayed with your floating button. Only the "Message us" call-to-action depends on the Facebook guidelines. Each ''Message Us'' button exists in 3 sizes (Standard, Large, Extra Large) and two colours (blue background with white font or white background with blue font).

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You need to contact our webdesign team to integrate and position the call to action in the right place.

This is also the perfect opportunity to modify the text on the floating button in order for you to clearly say if there will be a difference of responsiveness between Messenger and the live chat channel. For example, you can specify that your agents are currently busy or that they will respond shortly.

 

Floating button

To create your floating button, you need to go here: 

Engagement > Notification > Button

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To create your Messenger button, you have to select the "Messenger "Message us"" option

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When you create your button, you have to fill-in the following criteria: 

  • Name; 
  • Type of button (select "Message us") ; 
  • URLs (online, offline* and minimised) ; 
  • Page linked to the button (depending of Facebook pages synchronised in your project) ; 
  • Colour and size of the button. 

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*The offline status is mandatory for you to display the button. 

Even if you disconnect your Facebook page from the iAdvize project, the floating button will remember the redirection that you have previously configured. If there is no more "page" associated with the floating button, the call-to-action will disappear in a few days.

 

CREATE YOUR TARGETING RULE

Prerequisites

Like a floating chat or call button, a targeting rule can only be associated with one single floating Messenger button.

Remember that floating buttons can be displayed in all possible situations that may concern the agents' status: logged in, busy, absent or offline.

In order to avoid simultaneous triggering problems, it is necessary to organise rules with targeting criteria. Here are two types of classic scenarios possible with the Messenger channel:

 

Depending on the availability of agents

This is the scenario most demanded by our customers: they want to clone their current strategy on the Messenger channel in order to cover the opportunities missed when agents are not available.

To do this, you need to clone the targeting strategy used on, let's say, the live chat channel by duplicating all the rules you want to use. Then, select the Messenger floating button you have previously created.

As previously mentioned, it is necessary to separate rules. It's possible to separate them via two custom data that must be injected directly from the webdesign template: #chatAvailability and #callAvailability

 

In parallel, it is necessary to create two custom data as follows:

Engagement > Settings > Custom data

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It's up to you to modify the label, but the path to the HTML container must be the same on the two screenshots above (#chatAvailability and #callAvailability)

These custom data related to the agents' availability can be used subsequently as any other targeting criterion by indicating the ON or OFF status. In this case, we want both channels to be OFF. 

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Be careful: here availability refers to the availability of a targeting rule (chat or call) triggered in parallel. A targeting rule (chat or call) must be triggered for the custom data to be displayed. 

The presence of both criteria is available inside the code source of the page:

 

According to a time period

There's another option for you to separate rules: indicate a time period during which agents are not usually logged in to the platform.

Again, I invite you to create a custom data that will show your schedule on the Messenger channel.

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Then, you simply need to create the variables that will condition the availability and unavailability on the Messenger channel.

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Then you only need to apply it to your targeting rules using Custom Data. The advantage of variables is that they allow you to quickly modify schedules without editing all the targeting rules.

 

In addition, this scenario can also be complementary with the previous one.

For example: offer the floating Messenger button as soon as an agent is busy, except at weekends.

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