ManyChat

Handover Protocol

Handover Protocol is a protocol of passing control on user conversations to the LiveChat apps based on their Receiver Role. We will cover each part in detail below.

Handover protocol enables two or more Facebook apps to participate in a conversation at the same time. By default, the Primary Receiver app gets the conversation control to handle incoming user messages.

Basically, we are talking about which application on your page will control the user's conversation and automatic messages.

Using ManyChat, it is recommended (but not mandatory) to set it as the Primary Receiver and other apps as Secondary Receivers. Typically, the Primary Receiver would be a bot that can respond to most incoming messages automatically, and the Secondary Receiver would route to chat with a live agent or to be a specialized app for handling certain request types. 

To enable Handover Protocol: head to your Public Page's Settings => Messenger Platform => App Settings => Configure, assign the Primary Receiver role to ManyChat and the Secondary Receiver role to other apps.
To activate the handover protocol properly, it is required for a Page to have one app with the Primary Receiver role.

To disable Handover Protocol: head to the same settings and just click on the apps again. They will be displayed as Select again and Handover Protocol will stop working.

All conversations are synchronized in LiveChat and Page Inbox. All the conversations in the Page Inbox will be sent to the “Done” folder. ManyChat allows you to handle Automation and LiveChat alike without leaving the page! To handle all the conversations without using Page Inbox, everything should be set up like this:

  1. ManyChat is set as a Primary Receiver on Messenger Platform (your Public Page => Settings  => App Settings => Configure);

  2. Page Inbox selected as Secondary Receiver along with any other apps on Messenger Platform;

  3. ManyChat selected as LiveChat app at ManyChat Settings => Handover;

    If you had any problems with LiveChat and Page Inbox messages prior to that, than what we need to do next is to pass the control over the conversations to the selected LiveChat app. 

  4. Mark all the problematic conversations in the LiveChat as Done and/or Reopen. That action will pass the control over the thread to the chosen LiveChat app.

  5. Test the Automation again.

We cannot guarantee stable work of opt-in messages, Welcome Message, Default Reply and User Input if:

  1. ManyChat is not Primary Receiver and another app is;
  2. ManyChat is Primary Receiver BUT is not LiveChat App in ManyChat's Settings => Handover;
  3. User's conversation is controlled by another LiveChat App;
  4. Conversation with the user is mainly going through another App: for example, Page Inbox.

In the case you've got too many conversations to just close and/or open them all:

1. Go to Live Chat and view all open conversations;
2. Assign them to the specific agent which will help to find them to re-open if needed. Close opened threads assigned to that ManyChat user by marking them as Done — closing them will hand over control over the threads to the chosen LiveChat app.
3. Switch to all Done conversations.
4. Re-open all done threads assigned to the ManyChat user by clicking "Reopen conversations" button. This will also hand over control over the done threads to the chosen LiveChat app. After this, you can close them again to get the order back.

In the case you want to handle your conversations through the Page Inbox using ManyChat bot:

  1. Set everything as above BUT
  2. Set Page Inbox as LiveChat App in Settings => Handover Protocol;
  3. Add an Action “Open Conversation” to any place of your Default Reply. That action will pass conversation control to the Page Inbox.

Please note (sic!) that if a user's conversation controlled by Page Inbox, ManyChat's opt-in messages, Welcome Message, Default Reply and User Input work is not guaranteed because a conversation is controlled by another app.

The following is a summary of the available actions by role:

  1. Primary receiver — the app that will receive information about any conversations first, will have priority options for interaction and will define the behavior of other live chat apps.

  2. Secondary receiver — the app that will have second priority for interaction with the user and will obey the Primary Receiver.

 

To sum up a resolution for the problems connected to Handover Protocol: if you are trying to use two LiveChat apps simultaneously including ManyChat and experiencing any problems with messaging/Automation, try to set ManyChat as Primary and other apps as Secondary. If the problem persists after that, try to open and close problematic conversations in LiveChat.