What is Messages Product?
Messages is a product that can enable you to have direct conversations with your consumers via multiple channels from any location you currently have inside Uberall.
What Channels are available in Messages?
Currently, Messages support Google Business Messages (Mobile) and Facebook Messenger (Mobile & Desktop) (Location Pages).
I don’t have Google Business Messages enabled currently. Can I use Messages?
Yes. All you have to do is create a new Messages Setup and connect your Google Business Profile, and we will enable the Agent for you.
What is Chatbot in Messages?
Chatbot enables customers to respond to consumers automatically based on completed profile information in Uberall, ensuring consumers can instantly receive easy-to-answer responses automatically, freeing time for customer agents on the available channels.
How can Chatbot reply to consumers?
The Chatbot is fully integrated with Uberall Mission Control data and can answer any questions related to locations (ex: Opening Hours - Location - Services…etc.)
What languages does the Chatbot support?
Currently, the Chatbot can support English, French, German and Spanish.
Can we automate Appointments Booking using the Chatbot?
If you have a link for Reservations, you can add it inside the Location Rich Data, and the Chatbot can send it to consumers when they ask about Reservations.
I have locations that speak different languages. Can I create different chatbots for each language?
Yes! You can create multiple Messages Setup and change the chatbot language for the selected locations per business in EN, FR, DE or ES.
What happens when the Chatbot can’t answer the consumer's question?
When the consumer requests a human agent or the Chatbot can’t answer the question, we send a Notification Email to the location address to ask the human agent to respond to the consumer.
How long can I wait before responding to the consumer’s message?
Message Channels have a 24 hours SLA to respond to the consumer. You should respond within this period to avoid disabling the channel from Google or Facebook. Due to these restrictions from Google and Facebook, you may need to have a customer service agent available to respond back over weekends or bank holidays.
Who can see the incoming messages inside the Platform?
Messages are shown only to users with the right permissions. If you are a Location Manager, you will only see messages from your location.
Do I have a limit on the history of conversations inside Messages?
Currently, we don’t have any limitations, so the user can easily get back to conversations that took a long time.
If I responded to FB Messages inside FB Messenger, will it also be shown inside the platform? Yes, you can reply from both places and see the messages sent on both channels.
Can I limit messages only to working days/hours?
Currently, it’s not possible to do this from Google or Facebook, but we will work on addressing this soon.
Do Messages have limitations to enable Messaging for specific countries?
No, we don’t have any limitations on countries from Google or Facebook.
Do you have any benchmark on the average Messages Volume for the brands who use it currently?
No, but Google Business Messages has Case Studies that can help you understand the impact and volume.
Does Google or Facebook have any audits on the sent messages to cover spam or inappropriate messages?
No, they don’t have a way to audit the messages.
What happens if I exceed the reply SLA for Google Business Messages?
If a Google agent falls below the following threshold, it warns the business, and if the agent remains below a threshold for 28 days, Google Messages suspend the agent.
- Normal Volume: (10+ sessions in the last 7 days)
- Low volume: (fewer than 10 sessions in the last 7 days)
Can I assign messages to a specific team member to reply to?
Currently, we don’t support Messages Assignment, but we have plans to support this soon.
If I posted a Screenshot from FB Messenger, Can I see this inside Uberall?
Yes, you can see that.
Do I have access to Metrics for Messages to understand the performance?
Currently, we don’t offer analytics for Messages, but we have plans to support this soon.
Do I have any limit on Conversation History Logs?
No. We don’t have limits on retrieving the history of conversations.