Releases and Updates

by: HubSpot Employee
HubSpot Employee

Meet Prospects and Customers Where They Are with Facebook Messenger

What is it?
Now live is a free Facebook Messenger integration that enables you to create a Messenger bot welcome experience on your Facebook Business page and manage all of your Messenger conversations from your Conversations inbox.

In addition to the above, Sales Hub and Service Hub Professional and Enterprise tiers are able to automatically connect prospects and customers to the right people on your team (paid seats within Sales Hub and Service Hub only).

Why does it matter?
Each month, 20 billion messages are exchanged between people and businesses on Facebook Messenger. We also know that buyers have changed. Buyers now expect to have fluid 1:1 conversations with businesses through their favorite channels, at their pace, and on their terms.

Messenger is an enormous opportunity to connect directly with prospects and customers. Now, with Messenger in HubSpot Conversations and available on the mobile app, you can meet your buyers where they're at. With HubSpot’s Messenger integration, you can have more personal conversations, build stronger relationships, and remove friction from your customer's experience. Everyone across your organization—from Marketing to Sales to Service—can have full context of customer communications, helping you deliver a fluid end-to-end experience.

How does it work?
To link your Facebook Messenger account to Conversations, navigate to Conversations, then choose Inbox.
In the bottom left, click Inbox Settings, then select Messenger.
In Inbox Settings, click Connect Facebook Page in the upper right.

In the pop-up window, log in to your Facebook account. Please note: pop-ups must be enabled in your browser in order to log in to your Facebook account from the pop-up window. Click Connect next to the Facebook Page you want to connect.

Once you’ve completed the setup process, you can manage Facebook Messenger interactions within your Conversations inbox the same way you would with live chat or email:

Messages sent to your Facebook Business Page are visible within the inbox where you can assign the chat to other sales or support reps, create tickets, and more.

When you connect with a new lead for the first time, the integration will automatically create a new contact record within your HubSpot CRM. And, because the lead is originating from Facebook, that new contact record will automatically populate with the lead’s name and profile picture from Facebook. That means less manual work for you and more context for you to build a meaningful relationship with your customers.

For more details on how to connect a Facebook Messenger account to Conversations, see this knowledge document.

To create a chatflow for Facebook Messenger, follow the steps outlined in this knowledge document.

Are there any resources I could use to get inspired?

Yes, of course! Check out these links to learn more and for some inspiration on how to grow better with Messenger and HubSpot Conversations:


Who gets it?
This update is now live and available to all relevant HubSpot customers.

This update is available in all languages supported by HubSpot