*Note: The feature and UI would be different depending on the merchant's plan.
The Message Center supports setting icebreaker questions, making it easier for customers to start a conversation with you.
1. Icebreaker question
Step 1
On the left menu, click [Customer Assistant] > [Facebook Icebreaker / Instagram Icebreaker].
Step 2
Click on the Facebook Page/ Instagram account for which you want to set up an icebreaker question. Switch on the toggle, and click Create icebreaker question.
Step 3
Enter questions and auto-reply messages. Upon completion, click Save.
On the right side of "Insert dynamic text" is the dynamic text of "Fan Page Name/ IG account name". Click to insert the dynamic text into the edit field.
*Notes:
- The question has a word limit of 80 characters, and the auto-reply message has a word limit of 500 characters.
- You can set up to 6 questions for each Facebook Page, and up to 4 questions for each Instagram account.
You can edit or delete the question, and preview it on the right.
If you have set multiple icebreaker questions, click the icon on the left of the question to adjust the order of the questions. Click renew to save your update.
Customers can view the icebreaker questions you set on the Facebook Messenger/ Instagram Direct message page.
View on Facebook Messenger
*Note: If your Facebook Page has a "Get Started" button and an icebreaker, Facebook will show the icebreaker first.
View on Instagram Direct message
*Note: Icebreaker questions are currently not supported on Instagram Desktop version.
When the customer clicks on the icebreaker question, the system will automatically reply with the response you have set.
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