flavors-of-personalization-full

How to Personalize Your Facebook Messenger Chatbot with Customer Names & Other Dynamic Attributes in MobileMonkey (Pst… It’s Easy!)

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We got a great question from a MobileMonkey user, Trevor, this week:

I signed up for the MobileMonkey chatbot when I saw a YouTube video of someone using {{first name}}, {{phone numbers}}, {{email}} in their chat messaging. How do I add personalization to my bot, like addressing customers by name or mentioning an email or phone number? Thanks.

Thank YOU, Trevor.

Today I’m going to show you how to personalize your Messenger automations by inserting dynamic customer attributes into your MobileMonkey chatbots and chat blasts.

Personalization comes in a few flavors. You can make your Facebook Messenger chat messages unique to individual customers by using:

  • Facebook Messenger system attributes
  • Custom variables you collect in your chatbot conversations
  • Their phone number and email in quick question and form buttons

You might be surprised to know all the data Facebook Messenger knows about you, and you might be excited to leverage this rich customer data to custom-tailor your marketing messages. Follow along with me and let’s get personal.

What the Heck Is Dynamic Attribute Insertion?

You’re probably familiar with dynamic attribute insertion from merge tags in your email marketing platform.

Use [[first name]] or *|first name|* and whatever’s in the first name field for that contact will display in the email. It’s a way to greet someone by name in an automated message.

The difference is, email gets donkey open rates and lame donkey click-through rates while unicorns are multiplying like rabbits on rainbows over in Messenger. So, you can see why you might want to get going on your Facebook Messenger marketing campaigns.

You can pull in a contact’s data for any field in the MobileMonkey database with this cool trick to personalize the messages you send.

Before we get into how to do it, a couple of exceptions to note:

  • You can’t do dynamic attribute insertion in your Facebook click-to-Messenger ad text. The initial JSON sent by Facebook to the user isn’t hooked up to your MobileMonkey contact database. The initial message sent in any Facebook Messenger ads you do will have to be generic. (Doesn’t mean it shouldn’t be exciting!)
  • You also can’t use dynamic attribute insertion in the quick question widget but you can with the form widget.

Beyond that, you’re golden, and set to ride into the sunset on a magnificent unicorn of uber personalized and epicly engaging response rates in Facebook Messenger automations.

Here are 3 ways to add the personal touch of a customer name or email into your Messenger funnels.

Personalizing Your Facebook Chatbots with Facebook Messenger System Attributes

brain-scan-of-hearing-name-ncbi.nlm.nih.gov

Real life functional magnetic resonance imaging scan of someone hearing their name. Light it up! Source

When you use someone’s name, you set off a little electrical storm in their brain.

fMRI and PET scans show that regions in the left hemisphere, middle frontal cortex, middle and superior temporal cortex, and cuneus all activate when someone hears their name. Talk about an engagement lighting rod.

To take advantage of that effect, you can personalize your chat messages with your contact’s name.

For every customer profile you have in Messenger, Facebook gives you the following info about the contact, called system attributes, right out of the gate:

  • First name
  • Last name
  • Gender
  • Locale (country and language)
  • Timezone
  • Date and time contact was created

This is all saved to your MobileMonkey customer database for every contact who has messaged your page.

You can see this customer contact info from Contacts in MobileMonkey:

facebook-messenger-contact-system-attributes

To add a customer’s system attribute to your chat messages, you can either:

  • Type two left curly brackets and choose from the menu of variables that appears: 

facebook-messenger-system-variables-double-brackets

  • Or you can click the icon that looks like this </> from the upper right corner of any widget:

facebook-messenger-contact-system-attributes-option2

Along with the system attributes that Facebook automatically provides, you can also insert attributes that you’ve saved to their customer profile.

Personalizing Your Facebook Chatbots with Custom Variables You Collect in Messenger

This works the same way, inserting the data with the same double brackets or </> icon.

The difference is that you can repeat back to someone some response they previously provided that you saved as an attribute to their profile.

Say for instance, you’re doing a customer survey in Messenger.

If you take this quick survey, you can see how we insert a custom attribute to personalize the conversation.

We can reply back with any response value to make the convo a little more personalized:

custom-attribute-insertion

Here’s what it looks like inside MobileMonkey.

First, create the attribute that will save when a user answers a question or provides a form response. The attribute we created here is “FMM INTERESTS” (short for “Facebook Messenger marketing interests”):

create-new-attribute

In the next chat page, we can insert the value saved to their profile for this attribute by doing dynamic insertion of this custom variable:

insert-custom-attribute

This is what it looks like when it’s ready to go in the text widget:

custom-variable-in-messenger-chat-text-widget

And voila, Messenger chatbot personalized so you can set off those happy little electrical storms in your customer’s brain.

This brings us to the last way to insert a personalization that’s super useful to your contacts, often saving them a few taps of their thumb and smoothing the conversion funnel for you.

Simplifying Conversion Forms with Populated Phone Number and Email Buttons

Another reason you might add personalized customer dynamic attributes to chatbots is to save your users’ time and effort.

Facebook knows an email address and phone number of most Facebook Messenger users because it’s what users use to sign up for the service.

So when you’re collecting email or phone numbers from contacts in an inquiry form or registration, you can take advantage of this insider info with pre-populated buttons.

This is a lot like a browser’s autofill feature filling out forms for the user, just in a Messenger form instead of a browser.

Say you’re doing webinar sign-ups in Facebook Messenger.

Use the quick question or form widget, and choose “email” from the drop-down options for the input type:

input-email-as-button-in-messenger-form

You can do the same for phone number, if you’re asking a lead for their phone number so you can get in touch with a quote or customer support.

Here’s what it looks like as a button in Messenger chat:

email-button-in-messenger-chat

See how we say “Tap it below or type it in”? Let users know they have the option to use their Facebook associated email address or to enter a different email address, in case the Facebook email address isn’t their preferred email for this purpose.

You’ll find you’re reducing friction for many users by collecting a phone number and email in forms and quick questions with the data that Facebook already has.

Whichever flavor of personalization you whip up in your Messenger marketing conversion funnels, you’re leveraging the most effective engagement channel available today.

All the Facebook Messenger Personalization Secrets at the Upcoming Chatbot Marketing Summit

That’s not even all the keys to the kingdom of personalization for Facebook Messenger automations.

We’re so excited that Mari Smith, the leading expert in personalization and relationship building in Facebook Messenger, will be presenting her personal guide to intimate communication with chatbot automations at the upcoming Facebook Messenger & Chatbot Marketing Virtual Summit on Sept. 20.

Get your free ticket to the chatbot conference here.

Be a Unicorn in a Sea of Donkeys

Important next steps:

Larry Kim

Larry Kim is the CEO of MobileMonkey, Inc. a leading provider of Mobile Messaging Software for Marketers.

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  1. Gerhard Paul Burger left a comment on October 23, 2018 at 4:18 pm

    Larry Kim ♥😇

  2. Gerhard Burger left a comment on October 23, 2018 at 4:42 pm

    Larry Kim, thank you!

    I don’t even know if I understood all your Infos but anyway, after some times… my life-tired brain will “have” it. It’s like with Mathematics in my school-lyears, long time ago.

    What I’m really interested on, is, how did you find me? With the automatically MobileMonkey contact-system?

    However, your offer to the whole mankind is highly remarkable!

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