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Latest 12 Aug 2020 | | 2 min read

Facebook Messenger now lets brands talk to everyone, regardless of having a Facebook account

We’re all about helping brands move to messaging. We’re good at it, having helped businesses increase operational efficiency and drive revenue.

But, at certain companies, we meet resistance. 

We get it. It’s a big leap.

Legacy systems have been in place since the dawn of time. A belief and acceptance that the (traditional channel) status quo is good enough.

There have been barriers to moving to messaging, but not anymore.

 

Guest Mode for the Messenger chat plugin changes everything. 

 

What is Guest Mode for the Messenger Chat Plugin?

Made available on August 6th, Facebook's “Guest Mode” is part of the latest update to the Messenger chat plugin, which allows businesses to seamlessly connect with more customers, regardless of their browser, device, or Facebook login status. This allows users who are not logged into Facebook to still message with the brand via Messenger, making it the perfect replacement for traditional “live chat”.

These “guest users” are temporary accounts that can receive messages when the user is on your website. “Guest chats” will end when the user decides to end the chat from the More menu, or 24 hours from the start of the conversation, whichever comes first. The guest name will appear as “Guest” followed by a short numeric string.

You will be able to answer conversations via Guest Mode in the Conversocial Agent Workspace in much the same way you would conduct conversations with customers signed into Messenger.

IMG-Messenger-Plugin-Guest1

Why is Guest Mode a game-changer?

Almost all traditional web chat solutions on the market today are session-based; conversations have a finite length of time of inactivity or pauses allowed before the conversation is abruptly ended. 

This forces human agents to only be able to handle 2-3 chat sessions at a time, causing wait time for customers, and reduced efficiency for agents. Plus, the history of that conversation is gone, and the customer has to start all over again in a new session with, typically, a new agent. It’s painful for both sides.

In contrast, asynchronicity is one of the key factors that makes messaging so convenient and powerful. Customers can start a conversation with brands, do something else in between and then pick up the same conversation right where they left. Gone are the days of having to be 100% engaged on a webpage.

The Messenger chat plugin was already a game-changer when it was introduced in 2018. It allowed brands to offer true asynchronous messaging to their website visitors who had Facebook accounts, offering a more efficient and convenient experience than live chat.

But depending on demographics and geography, some customers may not have had Facebook profiles.

Enter Guest Mode. It provides a seamless transition from web chat to mobile messaging, with or without a Messenger profile, allowing brands to truly offer messaging everywhere. 

 

There are no longer barriers to making the move to messaging. 

Embrace the conversational customer experience by offering messaging as your brand’s primary means of customer communication. 

Use Messenger as a CX Messaging channel

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