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4 Ways to Use Facebook Messenger and HubSpot Conversations for Good

by Article by Dan Moyle Dan Moyle | November 7, 2019 at 11:45 AM

When the news broke that HubSpot Conversations can now integrate with Facebook Messenger, all the marketers danced and cheered.


And all the consumers moaned.


Because after all, as Gary Vaynerchuck says, “marketers ruin everything.”

But it doesn’t have to be that way! We can use marketing tools for good! 


No really! 

In fact, here are four ways marketers can use the new Messenger integration with HubSpot. We want to make sure businesses and their marketers use this tool for good.

Create Chatbots for Your Facebook Business Page

With consumers using Messenger for everything from personal conversations to interactions with businesses, it’s no wonder we have to have a presence there. But we can’t always be there live and in-person. 

Chatbots to the rescue! 🤖

This integration now enables you to create a bot sequence to give your audience a conversational experience that matches your voice, without having to staff the Messenger box full time. 

You can also move the conversation into one tool for your team so they aren’t using multiple platforms just to survive.

With Messenger as its own channel in your HubSpot Conversations inbox, you can create a branded, consistent Messenger bot welcome experience on your Facebook Business page. This enables you to manage all of your Messenger conversations from your Conversations inbox.

Assign Messenger Chats to Sales or Support Reps and Create Tickets

Delegation is the key to sanity in a busy, connected, modern business. With HubSpot’s Messenger integration, you can delegate chats to the right team, seamlessly. 

Make internal comments, route chats (paid seats only), assign the chat to other sales or support reps, create tickets, and more. Now, everyone in your organization across Marketing, Sales, and Service can get valuable insight into customers.

Report on Chat Volume Through Messenger

You can’t improve what you can’t measure. If you have no idea of the chat volume in your conversations, how will you know how to make it better for your team and your audience?

With the HubSpot + Messenger integration, you can use your HubSpot reports dashboard for a ton of analysis. You can analyze how many conversations have taken place, how quickly your reps are responding, which rep is chatting the most, and which channel your visitors are using to get in touch with your team.

Manage Messenger Interactions from HubSpot Conversations

If you’re a HubSpot user, you’re used to having all of your tools in one place. But as you’re interacting with your Facebook audience, you’ve had to switch tools. 

Now with HubSpot’s Messenger integration, you can keep your messaging on Facebook in the same place as your other HubSpot interactions! When you create that Messenger experience on your Facebook Business page, where your customers and leads are, you can also create a seamless employee experience and manage those interactions from your Conversations inbox the same way you would with live chat or email. 

And because it’s a community tool, everyone from Marketing to Sales and Service can have full context of conversations.

Messenger + Conversations = Success

The fact is, 20 billion messages are exchanged between people and businesses on Facebook Messenger every month. It’s where we hang out and where we communicate. 

People want to communicate with the tools of their choice, not yours. They have the power to choose. If they’re in Facebook and using Messenger, you should be, too.

Plus, we know that buyer expectations have changed over the years. They want to have fluid 1:1 conversations with businesses through their favorite channels, at their pace, and on their terms.

Facebook Messenger is an enormous opportunity to connect directly with prospects and customers. 

Now, with Messenger in HubSpot Conversations and available on the mobile app, HubSpot users can meet buyers where they're at. And your team can chat with them, where they are!

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Robots (WallE) photo by Lenin Estrada on Unsplash