Hello. I would like to automate the messages I get from Messenger with Manychat, but the agents need to answer and see the messages from HubSpot inbox. Is it possible to make this work?
Although agents can’t respond to ManyChat messages directly in HubSpot, they can see alerts about escalated conversations. If they need to respond, they will have to go to ManyChat to do so. Alerts are configured correctly is crucial for your agents to be notified when they need to take over a conversation.
The Facebook Handover Protocol can help you manage how messages are passed between ManyChat and HubSpot. If you configured it correctly, you might receive messages in HubSpot, but you’d need to ensure the response capability is set up appropriately on ManyChat’s side.
I would consider creating a seamless workflow where agents can efficiently switch between ManyChat and HubSpot when necessary.
Unfortunately, there’s no direct integration that allows you to view or respond to ManyChat messages within HubSpot’s inbox. But you can use ManyChat’s HubSpot integration to sync contacts and send automated actions like adding a contact to a HubSpot list based on ManyChat interactions.
Agents can handle more personalized responses from HubSpot’s shared inbox after ManyChat has automated the initial response. You can configure ManyChat to escalate the conversation to a live agent if a user’s inquiry needs manual attention. The escalation message can notify the agent via HubSpot to continue the conversation.
While ManyChat automates the initial part of the conversation, agents can take over in HubSpot after ManyChat sends an alert. This setup ensures smooth automation and manual management of conversations.
I'm confused, you said that I can't view ManyChat messages in HubSpot inbox, but then that agents can handle the conversation from HubSpot. I know that I can alert agents, but they would have to go to ManyChat to respond isn't?
The part when HubSpot takes over is what I'm missing, since agents won't see the inbox, how can they respond? Or is after they get the alert and assinged that appears on the inbox?
I did a test with a sandbox account yesterday and I wasn't receiving the messages to inbox, but I hadn't set the alerts. The other thing I tried was shifting Facebook handover protocols and I managed to get messages on HS but unable to deliver a response
Although agents can’t respond to ManyChat messages directly in HubSpot, they can see alerts about escalated conversations. If they need to respond, they will have to go to ManyChat to do so. Alerts are configured correctly is crucial for your agents to be notified when they need to take over a conversation.
The Facebook Handover Protocol can help you manage how messages are passed between ManyChat and HubSpot. If you configured it correctly, you might receive messages in HubSpot, but you’d need to ensure the response capability is set up appropriately on ManyChat’s side.
I would consider creating a seamless workflow where agents can efficiently switch between ManyChat and HubSpot when necessary.
