Stay ahead of the changing digital landscape.

3 new features on Facebook Messenger and why you should care.

BY: Lindsay Moura | 11/12/19

What's new with Facebook Messenger.

Live chat and the effectiveness of chatbots are hot topics in the marketing world right now. That’s probably why channels like Facebook are looking for ways to continually improve that experience. Last week, Facebook announced 3 new features it was adding to Messenger, Facebook’s chat platform. These updates were designed to allow brands just like you to better communicate with customers. Here’s your guide to these latest features and how you should use them: 

1. Click to Messenger Ad.

If your Facebook or Instagram News Feed ads have a call-to-action (CTA) to chat with you in Messenger, this makes it a whole lot easier to select the app you want to connect to that particular ad. Not running Facebook or Instagram ads?  Here are a few reasons you should!   

2. Icebreakers.

Is this product still available? Where are you located? 

Do you find yourself getting bogged down in the Facebook inbox with the same questions? While you certainly still want to respond to those inquiries, luckily, Facebook is trying to make the process a whole lot easier. The Icebreakers feature would make commonly asked questions available to users so they can click on the question and quickly (and automatically) get the answers they need. This is similar to how a chatbot operates on our website that has built-in-workflows by using artificial intelligence (AI) to provide answers to commonly asked questions. This means you don’t have to manually reply to users about the same questions over and over again. It would also give users that quick answer they’re looking for and enhance their overall experience with your brand. 

3. Reactions and replies.

While you can already reply to a message or send a love emoji in other areas, the platform, Facebook has opened it up to those same features to businesses within Messenger to allow for a more human connection between a business and its customers.  

If you want to stay on top of the latest Facebook updates and digital marketing trends, check back with us on our blog. Or, if you’re ready to enhance your digital presence, learn how by contacting us today.  


Lindsay Moura



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