Guide to properly setting up Handover Protocol

Video Explanation

Updated Handover Protocol - April 2024 - Watch Video

In the video tutorial, the process of setting up the handover protocol for Meta's chatbot is demonstrated step-by-step. It begins with logging into the Meta platform using the page credentials and navigating to the settings section. Users are guided through locating "Page Setup" within the settings and accessing "Advanced Messaging" to configure the handover

Purpose

This guide provides a clear, step-by-step process for correctly setting up Meta's chatbot's handover protocol. This needs to be done for both Messenger and Instagram DM to perform correctly.

Procedure

Inputs (what you need to get started)

• Access to the Meta platform

• Page login credentials

• Basic understanding of navigating platform settings

Step 1:

Log in to the Facebook platform and navigate to your business page. Be sure to be logged in as your Page not as yourself. 

Step 2:

Navigate to the settings by clicking on the left-hand side menu. 

Since Meta recently updated its interface, locate "Page Setup" within the settings.

Step 3:

Within "Page Setup," find "Advanced Messaging" and click on "View" to access the handover protocol settings.

Step 4:

Click on "Configure" if the handover protocol settings are empty. Select "ChatBot Builder" and save the changes.

Step 5:

If connecting to Instagram, repeat the same process by selecting "Instagram" instead of "ChatBot Builder."

Outputs (what you get when you're done)

• Handover protocol configured correctly for the Meta chatbot.

• Seamless integration with ChatBot Builder or Instagram, as per preference.

FAQs

• What is the handover protocol, and why is it important?

  • The handover protocol facilitates smooth transitions between automated chatbot responses and live agent interactions, ensuring a seamless user experience.

• Can I use the handover protocol with any chatbot builder?

  • Yes, Meta's handover protocol supports integration with various chatbot builders, providing flexibility in choice.

• Do I need programming knowledge to set up the handover protocol?

  • No, setting up the handover protocol typically involves straightforward configuration steps within the Meta platform settings, requiring no programming knowledge.

• What happens if I don't configure the handover protocol correctly?

  • Improper configuration of the handover protocol may result in disrupted conversations or malfunctioning chatbots, potentially impacting user engagement and satisfaction.

• Can I revert the changes made to the handover protocol settings?

  • Yes, users can typically revert changes or adjust settings within the Meta platform's settings interface as needed.

• Does the handover protocol support other features like AI integration or multimedia messaging?

  • While the primary function of the handover protocol is to manage conversation handovers, it can complement other features like AI integration and multimedia messaging to enhance user interactions.

• Are there any additional costs associated with using the handover protocol?

  • Generally, there are no additional costs associated with using Meta's handover protocol, as it is included as part of the platform's messaging features.