To use the Streamchat for Facebook Messenger Hootsuite app, you must first create a Facebook Page to use with the app. Once you have finished that, you can install the app in Hootsuite, and monitor communications with Facebook users.
1. Installing the Hootsuite app
Once you have your Facebook page created, install the Streamchat Hootsuite app from the Hootsuite app directory, and add it to a stream:
Streamchat allows you to create Line or Facebook Messenger chatbots. Select Facebook Messenger from the dropdown menu to continue creating your Messenger chatbot.
Next, click Login with Facebook to authorize the app on Facebook:
Now, select one of your Facebook pages, and, the timezone that your bot is in, and click Create Bot:
Since your bot hasn't received any message yet, your stream will be empty:
As new messages are sent to your bot, they will appear in-stream:
With your bot all setup and ready to go in Hootsuite, you can now monitor and respond to messages send by Facebook users to your bot
3. Using the Hootsuite app
At the top of the app, is the app's menubar. In it are 4 options:
Mark all messages read
Click this option to mark all of the messages in the current stream read.
Choose to only view results from specific users, as well as filter to view only unread messages or all messages, i.e. both read and unread.
When you type in the Filter by User text box, the app will automatically search for usernames that match, and display a menu from which you can select a specific user's name.
You can also choose to filter for handover requests only, making it easy to know when a user is asking for a human operator to chat with.
Create Autoresponders that allow you to automatically send replies to messages received by users. You can also create content to use with your Autoresponders.
Under the settings menu, you can choose to switch to another bot, if you have one. And, if you are the owner of the bot (i.e. the first to add the bot to Hootsuite) you will see a timezone setting. The timezone setting is used to determine when to send autoresponders.
Under the Menu option, you can find links to this document, as well as support.
In-stream, there are many options you can choose from to interact with the message:
Click the check-mark icon to mark the current message as read.
Click the reply icon to open a new window where you can view all messages from this user, as well as send a message to them.
Clicking the user's name or profile image will also open a new window where you can view the user's messages in addition to sending them a new message.
Also, if the user has requested a handover to a human agent, the item will be highlighted in-stream:
User message stream
After clicking the reply icon, or the user's name or profile image, the user's message stream will be displayed:
You can scroll through all of the messages sent by the user, as well as enter a new message to send to this user. Clicking the drop down menu will display a list of your saved content. Choose one of the selections and the content will be inserted into the message entry area.
Once you have your reply message entered, and are ready to send, simply click the icon to send the message.
5. Autoresponders and Content.
Clicking the icon in the app's menubar will open up the Autoresponder/Content window. When you open it for the first time, you will be asked to create your first content.
Click the Content tab to create your first content.
There are two types of content currently available: Text and Image. Once you have entered everything to your liking, click the Save button, and the content will be saved. After that, you will be returned to the content list:
Click the trashcan icon to delete the content. Click the pencil icon to edit it.
Now that you have created content, you can move on to creating your first Autoresponder. Click the Autoresponder tab to display the Create New Autoresponder page:
There are two Autoresponder types: Message and Handover. Message Autoresponders are sent in response to a message sent to your bot. Handover Autoresponders are sent when a user requests to talk with a human operator. For handovers, use a phrase/keyword to initiate a handover. Handover requests will be highlighted in-stream, as mentioned above. For Message and Handover Autoresponders, you can also determine when the auto-response is sent using filters for: Date, Time of Day and Keywords.
Under the Always send? menu, you will find two options: Yes, always send, and No, only between select dates. If you select always send, the Autoresponder will not check the current date to determine whether or not to send the response. If you select only between select dates, a date range option will appear. Click in it to display a calendar on which you can select a date range:
Time of Day Filtering
Under the Send at any time of day? menu, you will find two options: Yes, any time of the day and No, only between select times. If you select Yes, the Autoresponder will not check the time of day to determine whether or not to send the response. If you select No, a time range option will appear from which you can select the time of day during which you would like this response sent:
Using Phrase/Keyword filtering, you can enter text that will be searched for in messages sent to your bot from Facebook users. If the text is found, the response will be sent to the user. The app will search for the entire text. For example, if you enter Lunch menu in the Phrase/Keyword setting, it will match on:
Please send me your lunch menu
Do you have a lunch menu you could send me?
However, it will not match on:
Do you have a menu?
Finally, under the Select Content option, select the content you would like to use for the response sent to the user.
You can use a mix of any combination of Date, Time and Keyword filtering, or no filtering at all, in an Autoresponder. All of the filtering conditions must be met before the response is sent.
The Frequency setting allows you to determine how often an Autoresponder can be sent to a recipient. You can choose from
- Always send - user will receive this autoresponse every time they send a message to your bot
- Send only once to a user - user will only ever receive this autoresponse once
- Send maximum once every 24 hours - user will receive this autoresponse only once in a 24 hour period
- Send maximum once every 7 days - user will receive this autoresponse only once in a 7 day period
- Send maximum once every 30 days - user will receive this autoresponse only once in a 30 day period
Saving your Autoresponder
After you have configured your Autoresponder, click the Save button to save the Autoresponder and then be taken back to the Autoresponder list:
After creating a new Autoresponder, it will not be Active. Clicking the box in the Active column will make the Autoresponder active and start sending it in response to new user messages received.
NOTE: If you have more than one Autoresponder that matches for a message sent by a user, multiple Autoresponders will be sent. Also, you can only have one active Follower Autoresponder at a time.
If you have any questions regarding the Streamchat for Facebook Hootsuite app, please feel free to contact us via our support system at: