WhatsApp notification templates can be sent directly from the bot. This can done either with an API call or by means of a special syntax directly in the bot-answer.

What is a shopintegration?? You would like to advise your customers on products via Messenger and then also sell this product? With our shopintegration you have the possibility to link your existing store system with our MCP (Messenger Communication Platform). This allows you to suggest a product to your customers directly in Messenger (Shopware), they […]

To register your business for Apple Business Chat please follow the steps: Step 1: Create an Apple ID (if your don’t have one) Step 2: Create organisation profile and register your organisation Step 3: Register your Apple Messages for Business Account(s)  (create account(s) and connect them with MessengerPeople as Messaging Solution Provider) Step 4: Schedule […]

Messages for Business offers a variety of functionalities to make user experience as rich and pleasant as possible. Apple insists on businesses using these functionalities when configuring the channels (if applicable) and Apple will pay special attention to that when evaluating user experience in a quality assurance test.   Functionalities List Picker: drop-down menu that […]

With our software you can create hybrid chatbots, i.e. chatbots can hand over the dialog to a human agent when needed. Of course, the agent also has the option to pass the dialog back to the chatbot and send the user to certain dialogs.

Push-messages and newsletters are allowed in Apple Messages for Business if your specific use-case was approved by Apple when registering for Messages for Business. Please, make sure to explicitly mention your plans for content distribution when describing your use-case during the onboarding process! There are a couple of points concerning push-messages you should keep in […]

Apple Business Chat offers the user a couple of special functionalities, as well as has some unique requirements. Here we explain how to configure your channel for Apple Business Chat.

Would you like your bot to speak the language a user chosen? Here we exlain to you how to set it up.

Foreach-construct makes it possible to iterate over variables of type collection and JSON arrays in API-responses.

The reminder function allows you to send a one-time reminder message or/and open a ticket for an agent to the user if the user has been inactive for some time. The message is temporarily bound to the last message of the user.

With the following setting in your chatbot builder you can add another feature to your bot, which gives you the possibility to deactivate your chatbot early. If a user sent a long message describing his issue (in our example below longer than 15 characters), it often makes sense to directly open tickets for an agent […]

We have created a couple of templates that can be copied to your channel and customized.

The Quizbot is a feature of the MessengerPeople Chatbot Builder that allows you to create a quiz over WhatsApp, Facebook Messenger, etc. Setting up quizzes is quick and easy, and they work over all messengers that are supported by MessengerPeople.

The advent Bot lets users open one door of their advent calendar each day (during the advent time!) by sending the keyword “Advent.”

What’s a welcome message?  Would you like to display two messages after another, ask for user data, send different media-files or have alternative welcome messages for different messengers right after a user sings up for your channel? You can do that by setting up your welcome message via the Chatbot-builder.

Chatbots are programs that interact with a user by automatically responding to user questions. With our Chatbot Builder you can create an automated dialogue in just a few minutes without any prior knowledge.

If a user signs up for your channel via a widget, he can accept data protection policy by setting checkmark in the widget. In case a user writes directly to the channel, a bot can do the job of asking for user consent. Here is how you can set up a bot to do that.

If a chatbot doesn’t recognize a user request, it opens a ticket. Whether the chatbot stays active or is turned off in this case, can be defined in channel settings. You can avoid this by creating a dialogue with the placeholder function (wildcard *) as a user input. This dialogue will always be recognized and can prompt a user […]

Users can be tricky sometimes, and will try everything possible to test out the Chatbot. But you don’t have to just take everything as it comes. There’s a mechanism to avoid responding to curse words in dialogues. You can find downloadable lists of curse words, so called ‘Bad Words’ lists. Then you can add such […]

The bot can take over a job of collecting some information from the user (e.g. name, customer number, order ID preferences, etc.) and then make this available to an agent, or in other dialogues. You can create a dialogue flow to ask several questions one after another.

Of course, you immediately want to start building Chatbots! If you want your Bot to be successful, take your time to think about a couple of things first.

Processing repeated requests can be very time consuming for your customer service team. In this tutorial we show you how a chatbot can assist by handling initial user data collection and then handing over to a human support.

To avoid misunderstandings in communication between a bot and a user, it is necessary to clearly guide a user throughout the dialogue: at any point of time it should be clear to a user what kind of input is expected from him. One way to guide a user is by offering him a menu with […]

Here you can find practical tips and tricks to handle various cases useful for setting up a chatbot.

Notifications are push-messages that have to be approved by WhatsApp and can be sent to a user outside of the 24-hour response window. For more information take a look here.

Variables, also known as attributes, allow to save user information. With variables you can easily gather information through the chat or the user profile and use it in the dialogue with the chatbot, when sending notifications in WhatsApp or in chatblocks when manually responding to a ticket.

Chatbots are handy programs that make customer communication easier. The chatbot automatically answers previously defined questions and can be used with all MessengerPeople-supported Messengers.

Find our everything on various chatbot-builder features in our documentation.

Dialogues that have the same context can be grouped into topics. This critical concept is explained here.

Here you can find information on system variables, special expressions and syntax that you can use as user input or in bot-answers.

The Chatbot isn’t answering my questions! The Chatbot is answering totally differently than I expected! What can I do?

With the condition function you can define rules for the Bot answers. In this way you can create different messages for different messenger types.

In response to a user message, a chatbot can send emails such as confirmation email to a user or to your team.

The most important element of the chatbot is a dialogue. One dialogue consists of a user input/keyword and a respective bot response. When a user chat is received, the algorithm tries to match it to the keywords defined in the chatbot-builder and, if match if found, returns an appropriate bot-answer. Several dialogues are organized into […]

Sometimes you need a chatbot to answer a series of questions about similar objects, like a product catalogue or FAQs.Instead of having to set up many identical dialogues, you can create dynamic dialogues with placeholders that automatically select the right data from a data model.

The Chatbot can perform a webservice (API) call to an external system from within a dialogue for retrieving additional data.

What means Target Groups Configuration? With the help of the target group configurator, you can create target groups that you want to reach specifically via messages. You can segment your users by creating target groups. Target groups are based on user properties and former categories (MAP). How to create a target group Navigate to setting […]

General Information In WhatsApp, you have 24 hours to answer a customer’s message. Outside of this time frame, you have the option send the user a Notification. WhatsApp notifications are cost-based, and the cost is determined based on which country the customer’s phone number is from. Please note that from February 1, 2022 WhatsApp will […]

There are two different ways to verify your phone number: through Embedded SignUp or through us. This is what you need to prepare: Facebook Business Manager: must be verified before WhatsApp checks your company. You can find instructions here. If your company is a media company, it is also essential that it is registered in the News Page […]

Viber, officially called Rakuten Viber, basically offers all functionalities of the other messaging apps such as WhatsApp, Facebook Messenger, Telegram or Apple Business Chat. The messenger service is primarily used in Eastern Europe and is subject to a few special conditions and the official approval of Viber. If you want to use the Viber Messenger […]

What is ticket assignment? Our platform is a ticket system. Manual ticket dispatching takes place in the menu item “Assignment”. This means that you can assign the open tickets to individual agents here. On the left side of the screen you’ll see a list of all agents and their status (green – active, yellow – […]

In the ticket system you can quickly and easily assign incoming user inquiries to the right agent, handle the tickets, and resolve them. You can find all further details in the following chapters.

When a ticket is assigned to you, it pops up in the Facts-Bar at the top of your screen and is shown as an active ticket. The following steps are necessary for ticket editing: Click on the desktop. The desired ticket will open. On the left you will find the chat. Here you can reply to […]

The menu point „ticket bar“ offers an overview of all tickets. You can filter these according to agent (available only to administrator and dispatcher), status, waiting time, or tags, and can sort them according to how long they’ve been waiting, the messaging app, or tags. The search function allows you to search through all currently […]

To set up your Telegram channel, take the following steps: Install Telegram on your phone Open Telegram Web (https://web.telegram.org) and search for the User “@BotFather” Direct link to BotFather Chat In the chat window, type /start or click the Start-Button to see a list of possible commands Write “/newbot” and send the chat to @BotFather Select […]

What are tags and what can I do with them? Tags are markers which you can use to categorize or group tickets. For example, if the inquiry is about a return or about an account balance, you can assign a specific tag to the ticket. This is how you create tags: Go to settings >> channel […]

Our tool offers the possibility to create and view diagrams of tickets and chats by yourself. There are two different places to do this: After you have logged in to the tool, current ticket statistics, e.g. the number of open and answered tickets, are displayed in the dashboard on the right. Under the menu item […]

What is meant by the menu item Skills? Skills are broad terms which you can use to group agents. You can create different skills and then assign agents skills according to their area of speciality. The skills can be different departments, languages, brands, etc. Using skills you can create teams or topics, and then use […]

MessengerPeople is a leading messenger communication provider and offers a unified messenger service which allows your company to communicate with your customers via messaging apps. For your end customer communication we offer a software solution that includes a ticket system and chat center for customer service, sending notifications and a Chatbot builder. Of course, everything is […]

Under settings >> channel >> promotion tools you will find your active messengers, your widget editor, a WhatsApp flyer and a user growth guide. Active Messenger Here you can find all your messengers that you have activated. IMPORTANT: You can create widgets for these messengers. For each messenger – except for the web chat – […]

Settings Profile Account Channel With your profile settings, you as an agent can edit your work interface, your personal profile, and your current status. You can find your profile settings in the drop down menu under the agent/name icon in the navigation. You can change your status in the dashboard. The three sections in the [...]

What are panels? The so-called panels are plates with different contents, which can be moved by drag and drop and can be expanded or collapsed by the arrow in the upper right corner. You can display up to four panels in the right-hand area of the desktop. The following panels are available: User Properties: this […]

What are user properties? You can use user characteristics to store and manage data about your users in a profile.   You can ask for example: Name, phone number, shoe size, address etc. The characteristic carrier is always the individual user, to whom a profile with your characteristics is automatically created when contacting for the […]

You are wondering about how to get more users into your WhatsApp service channel or service channels of other messaging apps? We’ve put together the most valuable tips & tricks for sustainable and successful user development Marketing and service via WhatsApp offers many advantages for both sides. While your customers are happy about a quick […]

In the menu item “Users” you will find all active contacts listed by default, which have contacted you so far. What information you can find here: Number of the user:in, the messenger used, time of the first contact, the last chat, whether it is blocked, his/her name and status of the user:in (MIA active/inactive). Some […]

What’s Notify? With Notify there is an app that gives you as a company two ways to offer your information on your smartphone as a push message: Use Notify as a stand-alone news app Use Notify in combination with WhatsApp Depending on which version you have set up your enterprise channel for, your customers can access […]

As soon as WhatsApp verifies your Notification template, you can begin using it. Once your notification has been approved by WhatsApp, it can be used. What you have to keep in mind when sending notifications When sending notifications, there are different levels that are defined by WhatsApp – the so-called TIERS. These define how many users you […]

MIA – “Messenger Information Assistant” What is MIA and what can I do with it? MIA is called Messenger Information Assistant, with which you can send content to multiple Messenger recipients/users under the menu item “MIA”. We recommend that the recipients log in to your channel via a widget. The users can of course also […]

15.03.2022 Assignment Page: The assignment page was enhanced with an alter-native view in list form. Besides the grid interface,which is still available, we are now providing a list interface.In addition, we added filters for both views.   23.02.2022 AMfB: The onboarding for the AMfB messenger was refactored to be up to date. Furthermore the current logo […]

Our Messenger Communication Platform (MCP) is a central hub over which you can communicate with your customers. The MCP consists of the following components: Chat with your customers and answer their inquiries using the Ticket System Create automated dialogues using a Chatbot Send your customers important updates using Notifications

In the menu Settings > Channel > Messenger you can configure which messaging app channels you want to use to communicate with your users. The settings that you set for your channel will be valid for all activated messaging channels. WhatsApp Facebook Messenger Telegram Webchat iMessage/Apple Messages for Business Notify Viber Instagram All settings you […]

The following messengers can currently be connected to the MessengerPeople platform: WhatsApp, Facebook Messenger, Notify, Apple Messages for Business, Telegram, Viber. On the following pages you can find out how the connection works in detail.

What can I do with the characteristics in the user profile? You can use characteristics to store data about your users and thus create and manage a profile. As an administrator, you can create all features that are relevant to you. Examples for a feature: name, phone number, shoe size, address, etc. The characteristic carrier […]

What do I need to know to delete my users? Starting from the closing of the last ticket of a user, all chats, collected data and the ticket history of the user will be automatically deleted from the system after a defined time. You can define this time period in the general channel settings. As […]

The minimum term of contract is three months. The licence contract automatically renews for another three months after every month of contract unless cancelled not less than five working days prior to termination of the monthly contract. Alternatively, the account can be paused, for which the following criteria apply: Pausing fee: 99€ monthly Period: from the day […]

This is what you need to prepare: Activate the Facebook Messenger and connect it with the Messenger Communication Platform. Facebook Settings Make sure that you have admin rights for the Facebook page so that you are allowed to change the settings and to connect the page. To check this, click on “Settings” at the top […]

The initial contact always has to be started by the user. Only after the customer has shown that they want to communicate with your business via messaging apps can you contact them using the tool. An incoming chat will appear as a ticket in the ticket assignment area. For each user, the date of the first contact […]

The MessengerPeople tool allows you to individually create different variants for your messenger customer communication – you can customize your profile picture, your widget, and your welcome message. You can also manage agents and users. Set the language for your user interface and customize your personal profile: you can find your profile settings in the drop down menu […]

After the cancellation of the service, all personal user data and settings will be completely and irrevocably deleted from the system after 28 days. There will be no proof of the user ever having been in the system at this point.

What are chatblocks? Chatblocks are chat answer templates, which are available to agents as standardized messages during ticket handling. The agent can also edit the text manually before sending it if desired. How to create a chatblock: Go to Settings >> Channel >> Chatblock. Click on the plus sign in the upper right corner to […]

What’s a chatblock? Chatblocks are answer templates which agents can use just like regular messages during a chat. A chatblock consists of a title, which is shown only to agents, and the full text, which can be expanded and seen in its entirety. The Chatblock can include a photo or other type of file. When […]

Channels can be helpful for companies with multiple brands, different topics, or content in a variety of languages. Each channel has it’s own work interface and channel settings for usage and administration. You can create different widgets for each channel and adjust them individually. Each channel can have a different administrator, although a main administrator […]

How does autorouting help me? The autorouting feature is designed to reduce manual dispatching efforts by assigning tickets to agents automatically upon receipt based on rules. The following steps are necessary to use the feature: Go to Settings >> Channel >> Autorouting. Define the skills. Activate the autorouting. Assign the skills to the agents. Note: […]

Apple Messages for Business is a service that allows your organization to communicate directly with your customers using the Messages app. The Messages app pre-installed on their devices, and therefore no separate app download is required to the convenience of users.

The API is an interface which allow you to connect our service to your current systems, such as CRM or CMS systems. This way you can use our tool over your typical user interface. Under Settings > Channel > API you’ll find an API key, which allows the interface access to the channel. You can […]

Do you want to connect our software to your current CRM system, a CMS or your online shop – maybe in order to synchronize user profiles or send messages? With our API you can manage our software remotely and do (almost) everything that’s posssible in the user interface. You can: Read or enter data from user profiles Send […]

Under Settings >> Channel >> Settings you can manage the appearance and information of your channel with the General Channel Settings. You have to define the following settings: Your channel name if necessary a channel info (this will be displayed as WhatsApp status) Profile picture (250px*250px), like the logo of your company. “Privacy link”: this […]

In the sub menu point “agents” you can see an overview of all the agents in your account. You’ll see the names, email addresses, activity status, and agent role. You’ll also see which channels the agents have access to, as well as their skills.   What are the different editorroles? An agent can take different roles, behind […]

In the menu point settings > account you can see and edit the current conditions and data for your account, access the bills, and manage the data protection statement. You can also create and manage agents and skills.

What is meant by absences? You have the option to store an absence note in the system, which responds to user requests outside of your business hours. In this way, the user receives an information that his/her request has been received, but will be processed at a later time. Note that the out-of-office notification is […]

Functions are small autonomous programms that “take in” some data as parameters, process it and return a resulting value. You can use functions to compute values of the variables or to condition bot answers to create complex dialogue flows. Here you can find a reference of currently supported functions with examples for the use in […]

Our system allows a chatbot to open tickets for human agents.