Facebook Messenger Chatbot for Customer Service
A Messenger bot for customer service answers the messages people send to your Facebook Page: where is my order, what does this cost, are you open on Sunday, can I change my booking. AeroChat answers each one from your own systems, such as your CRM (HubSpot, Freshsales or Zoho CRM), your Shopify or WordPress store and your Google Sheets. It finds the customer, answers or acts, writes the outcome back to the record and passes anything outside your rules to your team.
What happens today
Page messages land in Meta Business Suite. Whoever checks it opens the store admin or the CRM in another tab, finds the customer, types a reply and moves on to the next chat.
Messages sent in the evening or at the weekend wait until someone is back. By then Meta’s 24-hour window may have closed. The conversation rarely makes it into the CRM, so the next person to talk to that customer starts from zero.
How it runs on Messenger
- A customer messages your Facebook Page. AeroChat replies as the message arrives, in the customer’s language.
- Messenger does not pass the customer’s phone number or email, so AeroChat asks for the email, phone number or order number it needs to find them.
- It reads what it needs: the contact in HubSpot, the order in Shopify, or the row in your Google Sheet.
- It answers the question, or does what was asked within the limits you set, such as booking a callback or sending a payment link.
- It writes the outcome back: a note on the CRM contact with a short summary, and any field you want updated.
- When the request is outside your rules, or the customer asks for a person, it hands the conversation to your team in the AeroChat inbox with the summary attached. Your team replies from the desktop or the mobile app.
The recipe
Copy this into AeroChat
When a customer messages our Facebook Page, follow these steps.
- Answer questions about products, prices, opening hours and policies from our knowledge base.
- For anything about their account or order, ask for their email or order number, then search HubSpot for the contact with it.
- For order questions, look up the order in Shopify and tell them its status and tracking link.
- If they want to change or cancel an order, collect the order number and what they want changed, then hand over to the support team.
- When the conversation ends, add a note to the HubSpot contact with a two-line summary and set Last contact channel to Messenger (example).
- Hand the conversation to the support team if they ask for a person, if they are upset, or if they ask for a refund above S$100 (example).
Do not promise delivery dates that are not in the order record. Reply in the customer’s language.
Change the field names and the refund limit to the ones your business uses before you paste it.
Connect the systems behind it
- HubSpot: finds the contact, adds the conversation summary as a note and names the owner for handover.
- Freshsales: looks up the contact and logs each Messenger conversation against it.
- Zoho CRM: reads the customer record and updates it after the chat.
- Google Sheets: holds price lists, stock or policies AeroChat reads from, and a log of requests it writes to.
Shopify and WordPress are built in, so order lookups and product answers work once your store is connected. Google Sheets and Google Calendar connect by signing in with a Google account.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Meta’s rules on Messenger
Your Page can only message someone after they message first. For most replies, the window is 24 hours from their last message, and each new message from them opens it again. Replies typed by a person on your team have a separate 7-day window, which does not cover automated replies. If the customer came from a click-to-Messenger ad, you can reply for up to 7 days from their first message. Meta also expects automated replies within 30 seconds of the customer’s message, or it can limit your messaging. AeroChat replies as the message arrives.
Also on WhatsApp, TikTok and web chat
Customers who ask on WhatsApp, Instagram or your website get the same answers from the same records. The same workflow runs on WhatsApp, Instagram, TikTok (direct messages and TikTok Shop buyer chat), Telegram, the chat on your website and email, with the same connections behind it. You describe it once and switch on the channels you use.
Who uses it
Retail and service businesses run it, including fashion stores, beauty stores, dental clinics, hair and beauty salons, spas, hotels, restaurants and caterers, tuition centres and property agents.
Read more: Facebook Messenger customer service chatbots.
Questions
What is a Messenger bot?
A Messenger bot replies automatically to messages sent to your Facebook Page. With AeroChat, it answers from your knowledge base and your own systems, acts within the limits you set, and hands the conversation to your team when needed.
How long do I have to reply on Messenger?
For most replies, 24 hours from the customer’s last message. A person on your team can reply within a separate 7-day window. After that, you wait for the customer to message again.
Can my team still reply in Messenger?
Yes. Everyone works from the shared AeroChat inbox on desktop or the mobile app, with each conversation’s history and summary in front of them.
Which plan do I need?
Workflows via Skills are on every plan, Free included. Starter gives 500 AI responses and 3 seats. Growth gives 2,000 AI responses and 10 seats, and adds payment links and broadcasts. Advanced gives 5,000 AI responses and 25 seats.
Answer your next Page message from your own records
Connect your Facebook Page and your CRM, paste the recipe, and test it with a message from your own account.
Start your 7-day free trial. No credit card needed.
On Shopify? Install AeroChat from the Shopify App Store.
Related: Messenger auto-replies and human handover and team inbox.