Get closer to customers with the new Facebook Messenger App 2.0

Lucia Fallavena
September 21, 2021
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We’re excited to announce the launch of Rocket.Chat’s new Facebook Messenger App, built to improve customer service efficiency on the go-to messaging app for over 1.3 billion worldwide users.

The 2.0 version of the app is a more robust integration with new features that the 1.0 version didn’t offer, such as message automation and customization. This will enable Rocket.Chat users to streamline their customer service efforts while building an exceptional customer experience.

👩🏻‍💻 Why is it crucial to engage customers from Facebook Messenger?

As 11% of the world’s population use Messenger monthly, it has become one of the world’s most popular chat apps for customer service interactions. However, as The Next Web’s report showed, only 1% of businesses automatically engage with their customers via chatbot messaging on Facebook.

In other words: companies are missing the opportunity to automate conversation with the support teams’ most effective weapon: chatbots. Rocket.Chat’s new Facebook Messenger App has that and much more, which will be explained in detail in the next part of this blog.

Time is companies’ most valuable asset to handle interactions and make sure they increase customer satisfaction. Messenger 2.0 helps companies reduce the handling time thanks to modern chat features and chatbots.

Gabriel Engel, CEO of Rocket.Chat

How can companies take advantage of the Facebook Messenger app 2.0?

As part of our Omnichannel Customer Solutions, the new Messenger app is geared towards customer support, helping companies to:

  • Quickly respond to Facebook customers, increasing customer loyalty
  • Streamline customer support thanks to a unified team inbox
  • Personalize the customer experience with advanced messaging features

Why upgrade your Facebook Messenger app to version 2.0?

The previous Messenger integration was an experimental app that didn’t offer rich media options, chatbot integrations and could take a few days to be fully working. There were missing opportunities to deliver a great experience for Rocket.Chat users. That’s why we are launching the new Messenger 2.0 app. In a nutshell, these are the brand new features brought by the new app:

⚡️ Integrate Facebook Messenger with AI-powered chatbots

FB messenger

Chatbots can manage a broader range of requests than human agents, saving agents’ time for chats that require human interaction and helping companies delight customers with tailored messages.

⚡️ Enable clients to send rich media, location, and audio files

Go beyond text messages and allow clients to communicate in the way they want. Now, customers can share images, different types of files, GIFs, videos, links, and even their location with your support team.

⚡️Assign specific departments for Messenger

Now, you can choose specific teams to handle messages from different Facebook Business pages.

share files

⚡️Have a single inbox to expedite customer service

Manage Messenger conversations from a single platform, alongside channels like Twitter and Email.

⚡️Lead support teams to reach their full potential

Stay in control with role-based permissions, intuitive dashboards, and real-time performance data.


Lead support teams to reach their full potential

Our customers told us that the process to get the Facebook Messenger App 1.0 up and running was time-consuming. The Messenger 2.0 app can be set up in a matter of minutes and offer brand new native features to modernize the customer experience – e.g., rich media and chatbots.

How can I update my Facebook Messenger app to version 2.0?

Messenger 2.0 is an exclusive app for paying customers. If you already have Rocket.Chat’s Enterprise Edition, follow our official documentation to add the app to your workspace. If you don’t use the Enterprise Edition yet, start a free trial here or contact sales.

Ready to support customers on Messenger like it’s 2021?

Take the first step with a secure and customizable platform with endless apps, bots, and communication tools to boost customer support.

Product Marketing Manager at Rocket.Chat. Lucia keeps our readers informed about the latest Rocket.Chat product news & improvements.
Lucia Fallavena
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