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Facebook presents new communication tools between pages and clients

Until now, customers of a business only had two ways to communicate with the owners of a page on Facebook: by public message or through the private channel. Facebook has just introduced new options, both for direct contact and for managing such comments.

Go ads

It will be possible to create an advertisement that allows, using a button, direct contact with the owner of the page, as shown in the image above.

When someone clicks on the send message button within an ad, the Facebook messenger window will open so that the text can be sent. The administrators of the pages will see this message together with an attachment showing the advertisement that generated it, thus helping its management.

Responding privately to a public comment

Until now page administrators have only been able to reply to client messages in the same way that he started it. Within a few weeks, the option to reply to a public comment privately will be added, helping to change the privacy level of the conversation.

The only thing we will have to do, when we receive a comment from a client, is to click on the message option, as we see in the screenshot, thus opening a private channel with the link of the original comment to have it as a reference.

The rest of the readers will see that there has been an answer, but they will not be able to read it. Users can, if they wish, block the reception of private messages from companies, thus preventing a public case from being seen by other people.

Highlighting companies that reply to messages

All readers will see pages that respond and those that do not. An icon like the one shown above will appear when a company responds to more than 90% of conversations, as long as it does so in less than five minutes (something only possible in companies that have a full-time dedicated resource to this task) .

To enable companies to manage these new channels appropriately, Facebook will offer tools that will assist in administration, with the ability, for example, to save responses and save specific conversations.

As you can see, Facebook wants to have its own substitute for email, and if they do it well they can really get it to offer a good channel between customers and companies.