Blog – Boxify | FBL learning center

Features of FB Messenger

Page messaging helps businesses conveniently connect with people about everything from customer service requests to questions about their product, service and business. Let’s set up your page message to help with your growing business.

Messenger greetings

You can set a custom greeting to appear when someone starts a conversation with your Page. This greeting appears before any messages are sent and can provide information you want people to have before they message you.

How to create a greeting message in Facebook Messenger?

To create a Messenger greeting:

Click Settings at the top of your Page.
Click Messaging in the left column.
Next to Show a Messenger greeting, click to select On.
Click Change, edit the greeting, then click Save.

Saved replies

Saved replies allow you to write, save and reuse messages. Saved replies can be useful for commonly asked questions like your business hours, email or phone number.

This feature lets you send out automated messages to your followers so that you don’t have to type the same message multiple times. The best thing is that you have the ability to personalize them. This way it isn’t obvious that the message is sent to a larger group of people. Your customer still feels connected to you on a personal level and you save time!

Example:
1. Hours of operation
“Thank you for asking! Our hours are Monday – Friday from 9 am to 5 pm. We look forward to seeing you soon!”

2. Holiday hours
If you have specific hours that you are usually open for specific holidays, add a reply like this to your roster:
“Yes! We will be closed on New year’s day but will be open until 4 pm on New year’s Eve. Do you have any items that you are shopping for specifically?”

3. Delivery location
“You can find all the delivery area here (link). Is there anything else that you need help with?”

4. General replies
“Thank you”
“Does that answer all your questions?”
“Is there anything else I can help?”
“Have a great day!”

How to create a Save Replies in FB Messenger?

To create a saved reply:

Click Inbox at the top of your Page.
Click in the bottom right, then click Create Saved Replies.
Enter the reply title and message. You can also add an image or personalize the reply.
Click Save.

Automation instant replies

Send an automatic message as soon as someone messages you. Instant replies are messages that users see automatically when they initiate a chat with your Facebook page. These messages have the feel of a basic chatbot and show that your business is committed to providing top-quality customer service. It’s easy to set them up, and you just need a single response for everyone who messages you. You can create any reply you like less than 250 characters.

It is essential that instant replies feel relevant to users. Think about what type of response will best serve users while representing your brand personality. Here are a few different options:

1. Introduce your company
If you are targeting users who are only just now discovering your brand, the best kind of response will introduce your company, explain what you do, or mention some of the products or services you offer.

2. Set Expectations
To give users a timeframe about when they can expect to hear from you or to send any link or your website, where they can find out more about your brand.

3. Offer another contact method
If you manage a large influx of messages, you may want to make sure that important queries never go unnoticed. Consider providing users with an alternative way of contacting you like a contact number or email address for faster support.

4. Unexpected absence
Small businesses often have just a single member of staff managing their Facebook account. If that person has something come up and cannot monitor messages for a few days, you need to let users know.

Bear in mind that instant replies are not sent when your Page’s messaging status is set to Away. Also, note that these instant messages are not included in your Page’s response rate or response time metrics. This means that if you want to maintain a good response time, you still need to answer messages as quickly as possible.

How to set an instant reply in Facebook Messenger?

To turn on instant reply for your Page:

Click Page setting.
Click Messaging.
Click Go to Automated Responses in the right column.
Click next to Instant Reply below Greet Customers to turn instant reply on.
To change your instant reply message, click Edit Message in the middle.
Update the message, then click Save in the top right.

Automation set away schedule and message

You can automatically set your Page’s status to away during off-hours. Let people know when your Page is away and when to expect a response.

Besides of these message setting, you can consider adding the FAQ for your page to enhance the customer support.

About Order Stack

Boxify FB Live System design to allow order stack which also often happens in most of the trading. The flexible design will probably make you feel complex, but can’t avoid that you will need to learn and utilize it to achieve the purpose to adopt a system with your business.

The step to managing the order is as easy as below:

Customer submit the form/upload a receipt -> order status automatically to “paid” -> Verify the payment -> If payment made, can proceed to packaging -> Mark status as “ready to ship“-> done packaging and shipped -> mark status as “shipped“

The concept of a complete sale process is 👇

Order in – Payment made – Shipment out.
From here, you will understand that the final action of the order is the completion of the sale. With Boxify, the same theory that the action of the Order Status will DECIDE the order will be stacked or not. Let’s dig into the Order Status under Boxify.

Active Order
Every new order will automatically drop under Active Orders. Customers under status Active could be your 1st-time buyer or the buyer who has received their order notification & yet to request their shopping cart from the system.

Will the order under this status being stacked?
Yes. It will. One of the effective sale processes is communication which will define the order success or not. So, take some minutes to talk to your customer about their orders. You can send the shopping cart to them again to remind their order by tab the FB button on the right top. If you cannot find this button, it means he/she is the 1st time buyer. Please request the customer to send any message to the inbox of your page to break the ice.

2. Waiting for payment
If customers are under status Waiting for payment mean they have got their shopping cart or checked their ordered item from the cart. But they haven’t proceeded to the payment stage.

Will the order under this status being stacked?
Yes. It will. Customers might gather all of their 3 days ordered items to check out together.

3. Paid
Due to off-line payment. Orders under 3 situations will automatically be assigned by the system to Paid.
i) Customers have uploaded the payment receipt but yet to submit Shopping cart with shipping detail. Under this scene, you will find the receipt is under the receipt tab but the shipping tap is empty.

ii) Customers have submitted shopping carts with shipping detail but yet to upload the payment receipt. Under this scene, you will find the shipping tab is filled but don’t see any receipt under the receipt tab. Well, there’s another way that the customer will send the receipt through messenger.

iii) Customers have submitted both shopping carts with detail & receipt.

Will the order under this status being stacked?
Yes. It will. Even though customers have made the payment, it doesn’t mean they want to arrange the shipment for the order. So, the order will still be stacked to the next order.

4. Cancelled
All the cancelled order won’t be deleted for the audit purpose.

Will the order under this status being stacked?
No. It won’t.

5. Ready to ship
When orders being marked to status Ready to ship. Customers will receive a message from the system to inform them about the order status. And, customers cannot edit their shipping detail once their order being marked to Ready to Ship.

Will the order under this status being stacked?
No. It won’t.

6. Shipped
You can put in the tracking number of the order that customers will have it when their order being marked to Shipped. Yes, you’re right, the shipping notification will be sent out by the system once the status is in Shipped. And, of course, the customer cannot edit their shipping detail once the order is under Shipped.

Will the order under this status being stacked?
No. It won’t. Shipped also means the completion of the order.

7. On hold
If your customer inform you to hold their order until they call to ship. You can make the order status to On hold.

Will the order under this status being stacked?
Yes. It will. You can let all order items stack in one order and split the order out if customers request to ship out only a few items.

8. Locked
To prevent the customer to keep changing the shipping detail, merchants will have the right to locked the order. Or, of course, you can utilize this status for other reasons.

Will the order under this status being stacked?
No. It won’t.

9. Preorder
The purpose of this status is for merchants to have a list of preorder items that can help in stock management. Merchants are also free to use it as the status of other reasons.

Will the order under this status being stacked?
No. It won’t.

Believe that you already have the concept to manage the status of the order. Hope this article will provide you a clear picture of the order stack in the Boxify FB Live system.

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