Setting up AI Assist to handle Facebook conversations
The instructions below are for desktops and laptops only.
Use tawk.to’s AI feature to handle your Facebook Business messages automatically, simplifying your workflow with quick, accurate responses and freeing you and your team to work on other tasks.
In this guide, we’ll walk you through the essential steps to set this up and ensure your AI agent is ready to engage with your Facebook audience.
You’ll first need to connect your Facebook Business account to tawk.to. This enables you to receive and handle Facebook messages in your tawk.to dashboard.
Read this helpful guide to learn how to do this: Connecting Facebook Messenger to tawk.to
You can create a single AI agent to respond to chats, tickets, and Facebook messages. You can also set up multiple AI agents to handle specific channels with customized responses.
Learn how to create AI agents with this guide: Deploying multiple AI Agents across support channels
Follow these steps to assign your AI agent to Facebook:
1. Log in to your tawk.to account.
2. On your dashboard, select the property for which you want to set this up. Hover over the property name to ensure you’ve selected the correct one.
3. Click Add-ons on the top menu.
4. Click Settings under AI Assist.
5. Select your AI agent.
6. Go to Channels on your AI agent’s Settings page.
7. Scroll down and enable the toggle for your Facebook inbox.
Your AI agent is now assigned to handle conversations with your Facebook audience.
You can train your AI agents’ responses by providing clear instructions in the Base Prompt.
If you have multiple AI agents assigned to various channels, you can customize the Base Prompt for each agent and the assigned channel.
Here are some tips to train your AI agent’s responses for Facebook:
Keep responses conversational, friendly, and concise.
Maintain a casual yet professional tone. Facebook Messenger fosters a more informal communication style.
Train your AI agent to offer assistance by introducing themselves as an AI assistant and expressing willingness to help with their inquiry.
Mention that your AI agent can answer basic questions, and direct visitors to relevant resources or connect them to a human agent for more complex issues.
Follow these steps to customize your Base Prompt:
1. Go to Base Prompt on your AI agent’s Settings page.
3. Click Save when you’ve finished updating the prompt. Your changes are effective immediately.
Here's an example prompt you can adapt to train your AI agent to greet customers when they start a conversation:
- when the customer starts a chat, say
"Hi there! Thanks for reaching out through Facebook Messenger. I'm [AI Agent Name], your friendly AI assistant for [Your Business Name]. Feel free to ask me any questions you might have, or I can connect you with a human agent if needed. Our support team is usually online from 9:00 AM to 5:00 PM, Monday through Friday."
You can customize the Base Prompt to train your AI agent with responses for various scenarios. Learn more about modifying the Base Prompt with this guide: Modifying the Base Prompt
Learn how to guide your AI agent’s responses with this guide: Using Base Prompt to restrict AI Assist's responses. This guide also explains how your AI agent utilizes your data sources to generate responses.
Next, let’s look at data sources and API integrations use to empower your AI agent’s responses.
To equip your AI agent for success, consider having the following information available:
Knowledge Base articles
Integrate your Facebook Messenger conversations with your existing knowledge base articles. This allows your AI agent to identify relevant articles and suggest them as solutions to customer inquiries.
Frequently Asked Questions (FAQs)
Train your AI agent with your most frequently asked questions specific to Facebook communications. This empowers your AI agent to respond quickly and accurately to common customer concerns.Company policies
Ensure your AI agent has access to your company policies such as returns, refunds, and shipping policies.Order tracking information
Empower your AI agent to provide up-to-date order-tracking information.
To learn more about data sources, see this guide: Understanding AI Assist’s Data Sources
Click Data Source to see the data sources available to your AI agent.
If you have multiple AI agents, you can enable individual data sources for each AI agent.
To learn about API integrations, see these guides:
How to integrate AI Assist with Shopify
Use the built-in test environment to ensure your AI agent’s responses are appropriate for your audience.
Monitor, analyze, optimize
Regularly review your AI agent's performance in handling Facebook conversations. Analyze user feedback to identify areas for improvement. Fine-tune your Base Prompt or FAQs based on user interactions.
Train your team
Inform your live chat agents about the AI agent's capabilities regarding Facebook Messenger messages. This fosters a smooth handoff when the AI agent needs to escalate a conversation to a human representative.Privacy compliance
Ensure your AI agent handles customer data according to Facebook’s and your business’s privacy policies.By following these steps, your AI agent will be well-equipped to handle Facebook Messenger inquiries, offering a convenient and efficient customer support experience.
See these guides to learn more about AI Assist:
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