‘Guest Mode’ for Customer Chat gives your customers the ability to communicate with your business without having to log into their Facebook accounts.
Facebook released an update for their Chat Plugin on August 4th, 2020.
In this article, we’ll cover how the updates affect the ManyChat Customer Chat growth tool, how you can enable ‘guest mode’, and how to build a flow for customers interacting with your bot as a guest (referred to as ‘visitors’ in ManyChat).
Enabling guest mode
You can enable the Chat Plugin and use ‘guest mode’ on your website by installing the Customer Chat growth tool, an extension of the Facebook Chat Plugin. ‘Guest mode’ is automatically enabled for the Facebook Chat Plugin.
You can disable ‘guest mode’ for the Chat Plugin through Facebook’s page settings. You’ll need full admin privileges to access the page setting to modify this.
Follow the screencast below to find the toggle to switch ‘guest mode’ off:
Divide et impera
Refer to this support article to learn how to set the Customer Chat growth tool up for your page.
In order to build individual flows for both existing contact and visitors, simply use the ‘Existing Contact’ Condition and set it to either true or false to build your flows. From there, you can build your flow to easily communicate with each of these user types.
There are some limitations when building your flow for visitors - visitors cannot be subscribed to a sequence and you won’t be able to use any personalization for them as you won’t have their Facebook profile information.
Visitors can be found in the ‘Contacts’ tab in ManyChat along with your contacts. You can change these Contacts visibility settings by going to Settings -> General -> Contacts Visibility.
Here is what a conversation with a visitor looks like in Live Chat:
You’ll see that data is limited on a visitor’s card, but you’ll still be able to add Tags or Custom Fields to them, as well as use Actions in your flows with visitors.
Your conversation with a visitor ends when the visitor closes the conversation and leaves that chat or after 24 hours have passed since the last interaction took place.
‘Guest mode’ is a powerful enhancement to Customer Chat. You can engage more customers with your products or services by answering questions and offering live human support when needed, without the extra step of logging into Facebook.
Create/Update Contact action
Create/Update Contact action allows you to "materialize" subscribed contact from visitors. It can be used only in a Flow with Customer chat GT.
Create a few User Inputs to collect visitor's contacts (NOTE: you won't be able to materialize a subscribed contact if its' initial visitor doesn't have a phone or email). Don't forget to ask your visitor's consent!
After all the User Inputs create an Action - Create/Update Contact. Here you may also choose a Flow that will be triggered for a materialized subscribed contact (NOTE: it's recommended to check the contact's opt-in (SMS/Email) in this Flow via Condition and send him a message in a corresponding channel). Materialization works quite simple:
- We will try to find an existing contact with the same phone or email and merge visitor's data (opt-ins, tags, CUFs, LC thread). Tags will be added and CUFs will be filled or updated.
- If we will fail to find such contact - we will simply create a new one
Now your visitors will become subscribed contact which can be used in other automations and broadcasts!
Even after Contact creation guest thread still will be available - as part of conversation history with a contact. You'll be able to reach it through cross-links in Guest chat tabs.
contact's Live chat thread:
Their initial visitor's Live chat thread:
Visitors will have an option to log in to Messenger to continue their conversation with business. This is the Upgrade moment for such users. This option is available in the menu of the Customer Chat Plugin during a conversation. A user can also be promoted to log in to Facebook when the user tries to send an attachment.
In ManyChat you also have an option to send a separate Flow to an upgraded user, simply pick any Flow in "Select Flow for upgraded contacts" section of the widget settings. Please note, the processing of the previous opt-in Flow will be stopped for an upgraded user in this case. Upgraded users will be displayed in your Contacts just like other regular subscribers.