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Workflows: Allow Click-to-Chat Ads Triggers
planned
Gerardo Salandra
Business problem:
- Customers want to give personalized experiences to their contacts based on the ads they came from. However, they don't know which ads their contacts clicked on, so they struggle to provide relevant context during conversations or create workflows to handle click-to-chat ad messages.
Desired outcome:
- Click-to-chat ad messages as triggers to workflows
- Handling click-to-chat ad messages with no workflows defined by showing the ad link with the incoming message
Use Cases:
- Enable WhatsApp or Facebook Ads To Trigger an Ad-Specific Workflow
- Inform agents about the ads they are receiving a message for.
Limitation/blocker of our platform:
- Only these channels have ads capabilities: Instagram, WhatsApp, Facebook Messenger
- There is a limitation on how many workflows can be created per workspace, thus creating a workflow for each individual ad might not be feasible
The current workaround:
- Currently, there will be a link to go to the Ad if the conversation is opened by Ad
S
Shi Hui
Merged in a post:
Show the ads campaign source and details of every lead received
I
Isaac Meneses
Basically, when I advertise on Facebook and Instagram is possible to see where the lead came from, from which campaign, video and stuff. This helps to check what ads has more conversions and should be possible to us to store the campaign parameters in the contact field.
M
Mohamed Saleh
we need it urgent please
Gerardo Salandra
Hey Mohamed Saleh: can you tell more more how you are planning to make use of this feature? Thanks!
M
Mohamed Saleh
Gerardo Salandra: Hello, the use case as follow.
I have a whatsapp campaing, that use verified templates.
The template it self, contains three buttons at the end.
I am interested.
No, I am not interested.
Thanks and please remove my number.
I need the workflow trigger the first incoming message of the customer if it contains these answers, to start the designated branch based on the selection.
Z
Zy
Hey Mohamed Saleh: thanks for your feedback, this is an interesting use-case, we will put this into consideration :)
Gerardo Salandra
planned
Gerardo Salandra
Merged in a post:
Enable WhatsApp Ads To Trigger an Ad-Specific Workflow
I
Iaroslav Kudritskiy
Click to WhatsApp Ads use a different method for passing information than Facebook Click to Chat Ads.
Therefore the Event Reference trigger cannot be used to create an Action specific to a WhatsApp Ad.
Please enable a method for triggering a specific workflow based on the WhatsApp Click to Chat Ad a Contact came from.
Gerardo Salandra
Merged in a post:
Capturing references for identification purpose
Gábor Dencs
We would love to send (webchat or FB) references to our backend. The use case is this: If we could save unique references (e.g a customer id) as a custom field and pass them via a webhook in automation, we could then use it for identifying our users against a 3rd party database.
Jarosław Mastalerz
That is super important when we onboard to Messenger existing clients. We use in house developed app for it now :-( and it would be great if Respond could show ref no. FB API sends when client comes from the link. It is also very useful for ecommerce if you want to see from what context client enter a Fb Mess chat. Even ready to pay for it extra :-)
Gerardo Salandra
haha don't worry about paying for now Jarosław Mastalerz :P
Can you tell me more about your use case? I would very much like to understand what you are trying to achieve
We are planning on adding 2 features:
1) Event capture. Receiving the events from Facebook with the entire payload (right now we only capture one property "ref" but the payload includes many other).
2) New Automation Trigger "Channel Event", that allows a specific automation to start when a Channel Event is received that matches the conditions that you chose.
Do you think you can achieve your use case with this 2 features? What else would you need?
Gerardo Salandra
Hey Gábor Dencs, can you help me understand what you mean by "reference"? (we use "reference" to refer to the events generate by the channel e.g. when you click on a facebook ad, but I don't think that is what you are referring to).
In 8.1 (just 7-8 weeks from now) we will be releasing Webhook as an automation action. This will allow you to call your own system when a certain trigger happens (e.g. a contact field changes). This is the feature request: https://respond.canny.io/feature-request/p/add-webhook-as-an-automation-action
Aside from the Webhook Automation, what else would you need to achieve your use case?
Gábor Dencs
Gerardo Salandra: Hey Jerry, I'm referring to the same reference (e.g a variable at the end of the url m.me/page/ref=abcd), but would like to use it for passing some unique, customer-specific information to our backend.
Here's a more detailed ddescription on the use case:
- Guest completes a reservation in a booking engine (our integration partner), and sees a CTA to launch a Messenger conversation with the hotel (our client) for extra information, deals, etc.
- The button the guest clicks has a messenger link with a unique ref string, that contains some parameters of his reservation (eg. check-in/out date, reservation id, email) Base64 encoded.
- We could then catch this ref string and pass it to our own system, decode it and associate the data with the Guest to build use cases like a series of personalized notifications timed for the stay.
I hope this makes things clearer for you. Also I know, this sounds a bit like hacking, but being able to identify users this way is really powerful.
Gerardo Salandra
Hey Gábor Dencs: this makes perfect sense, quite an interesting use-case.
We will be revamping our "channel events" in 8.1/8.2 too, so this is good timing to receive your feedback.
Let me get this back to the team and see if we can make this happen :)
Gábor Dencs
Gerardo Salandra: Thanks, Jerry, it would be fantastic to see this working in 8.1. So we're keeping all our fingers crossed :)
Jarosław Mastalerz
Gerardo Salandra: https://m.me/chatforce.io?ref=w13111419 if you enter chat via this kind of link FB ApI sends to us also ref number put in the link and we know to whom we send it or on which landing page we put it. In Respond we cannot see it so probably you do not "take" this ref from FB API
Jarosław Mastalerz
We are onboarding existing clients to add FB Messanger to contact us. The problem is that once client writes to us for the first time the only thing that what we see is his FB nick. Of course, we can ask him extra questions to identify him/herself but clients hate if up front we start with "who are you?". So, what we do we put in communication to client a link m.me/page/ref=abcd where abcd is unique for the client we sent a link. Then we see not only FB nick but also abcd and we assume it must be Gerardo :-) as long as he did not share his link with somebody else. We welcome you as our long-lasting client Gerardo and in the chat, we just put later on some verification questions to double confirm identifty .
Gerardo Salandra
Jarosław Mastalerz: understood, thanks for sharing.
We are considering this for 8.1/8.2, it should be achievable once we implement the following 2 features:
1) Event capture. Receiving the events from Facebook with the entire payload (right now we only capture one property "ref" but the payload includes many others).
2) New Automation Trigger "Channel Event", that allows specific automation to start when a Channel Event is received that matches the conditions that you chose.