Best Practices for Setting Up a Messenger Flow in Dixa

Setting up an effective Messenger flow in Dixa enhances customer engagement and streamlines support processes. 
You can set up the flow according to your use case.

Most common use cases:

1. 24/7 Customer Support – Automated FAQs: Provide instant responses 24/7 to frequently asked questions or/and route to a contact form. 
   
   + Additionally "Order Tracking & Updates"
   Using an Integration node, you can setup Tracking automations to help customers find the answer to their most common question "Where is my order?"all around the clock, reducing the workload for your agents.
   More information about WISMO in Messenger
2. Hybrid Setup: Automated FAQs + live Chat
   During business hours you can offer live chat for relevant topics such as Sales Support and Trouble Shooting 
3. Messenger + (AI) ChatBot
   Both options above can be combined with a Chatbot solution such as MIM for even higher deflection rates.

To figure out which option suits your needs best, consider the following:

1. Understand your customer journey
Map out the typical paths your customers take when interacting with your support team. Identify common queries and determine how a Messenger flow can efficiently address them.
Which answers could be automated while maintaining or even increasing CSAT? Which queries are best solved by a live agent?
Create queues, tags, and contact forms.

2. Design clear and concise messages
Craft menu options, messages, and related help articles, that are straightforward to understand. Avoid jargon and ensure that your instructions are actionable.

Add tags where relevant for Analytics (eg after a menu to track deflection rate, or how many contact forms are submitted outside business hours)

This article explains how set up Messenger in detail

In case of repeated Flow parts, Subflows come in very handy  

3. Test your flow thoroughly
Before going live, test your Messenger flow to identify and rectify any issues. Ensure that all paths lead to the correct outcomes and that the customer experience is seamless.
Get people to test your messenger, collect feedback, and adjust if needed.

Activate CSAT as well to ensure you are collecting feedback on a regular basis.

Test your Messenger
You can use this page and insert you Messenger's token (Messenger Settings->Setup->Mobile -> Copy Token) to test your Messenger 

Level expectations in live chat:
When your customers need to wait longer than expected in Queue: Add a timeout node after ca 30 sec and ask for a bit more patience, then route to another queue or directly to a contactfrom to ease frustration and give the customer a chance to submit their request.

"Arrange nodes"
Right-click on a top node in the flow and choose "Arrange nodes", to get the flow sorted neatly.
From chaos to order in two clicks   

4. Monitor and iterate
After implementation, monitor the performance of your Messenger flow. Gather feedback and make necessary adjustments to improve efficiency and customer satisfaction.
Check your Analytics and CSAT comments regularly and make adjustments as needed.