ReCart Integration: Setup and Features

ReCart is a Facebook Messenger marketing platform that helps you engage customers through chatbots and campaigns. ReCart chatbots can handle conversations related to:

• Abandoned cart
• Shipping and delivery
• Welcome messages
• Product reviews
• Broadcasts and promotions

When customers interact with a ReCart chatbot through quick select buttons, those messages do not arrive in Re:amaze since they are bot-driven. As soon as a customer selects the option to speak with a human agent, the conversation can be escalated to your Re:amaze inbox.

Recart integration features

• View the chatbot's conversation history with a customer when it gets escalated to your support team
• Respond directly to the customer from Re:amaze following the chatbot's interaction
• View all resolved ReCart chatbot conversations in Re:amaze's Bot Resolved filter

Configure Facebook Handover Protocol

If you use ReCart to automatically greet customers and answer questions, there may be many back-and-forth exchanges between the customer and the bot. If your Facebook Messenger is also connected to Re:amaze via social channels, these bot-driven messages can flood your Re:amaze inbox.

To prevent this, you can tell Facebook to treat Re:amaze as a secondary receiver of these messages. The secondary receiver is part of Facebook's Handover Protocol:

The Messenger Platform's handover protocol enables two or more Facebook apps to participate in a conversation by passing control of the conversation between them. This feature can be used in many ways to enrich your Messenger experience. For example, this protocol makes it possible for a Page to simultaneously use one Facebook app to build a bot for handling automated responses, and another Facebook app for customer service with live agents.

To configure this, navigate to your Facebook Page settings and select Messenger Platform. Choose the secondary receiver option for your Re:amaze app.

Avoid common bot conflicts

When ReCart's chatbot is active on your Messenger channel, Re:amaze will automatically mark conversations as resolved if the bot responds with any message. If the bot does not respond, Re:amaze will leave the conversation as unresolved.

Make sure your bots do not send autoresponder messages that do not drive the conversation to a resolution. These can leave conversations in a resolved state even when the customer is still waiting for a response from a human agent. Use Messenger's built-in autoresponder capability instead, which Re:amaze can detect and handle appropriately.
Here are examples of bot-driven conversations and how they interact with Re:amaze:

Works with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)

Does not work with Re:amaze

Customer: question
Bot: something
Customer: Talk to human (via quick reply)
Bot: Okay

If the chatbot responds after a quick reply button, such as with "Okay," Messenger will leave the conversation in a resolved state, preventing it from being escalated to your Re:amaze inbox.