The Customer Chat Plugin for Messenger Is Now Available in Open Beta

Customers can seamlessly continue conversations across businesses' websites and Messenger

Mermaid Pillow is one of the brands that has been using Facebook's customer chat plugin for Messenger Facebook
Headshot of David Cohen

Facebook announced that the customer chat plugin for Messenger that it launched in closed beta earlier this month is now available in open beta.

The plugin allows businesses and customers to continue their conversations across businesses’ websites and Messenger without losing history and context.

Messenger product manager Andrew Kritzer said in a blog post that brands including Adore Me, Air France, Argos, Aviva (Eurofil), Bodeaz, Elves, Goibibo, Keto Mojo, KLM, Mermaid Pillow, Spoqa, Total Activation, Volaris and Zalando are already using the customer chat plugin.

Kritzer added that some of those brands are working with third-party customer-care providers such as Conversocial, Servicefriend and Gorgias, which are enabling businesses to configure their page visibility settings and welcome messages, and ShopMessage developed a free application that enables brands on Shopify to install customer chat “in seconds.”

Brands that use services such as ChatFuel and ManyChat to manage their Messenger bots can also use those platforms’ growth tools to quickly set up the plugin.

Kritzer also shared tips for brands looking to begin using the chat plugin for Messenger: “Including your customer’s first name in the greeting message of both new and existing threads is a nice way to drive customer engagement. Having a conversation begin on your website and continue on Messenger is a new experience for many customers. Including text to remind people that the conversation can continue even if they leave the website is helpful context for navigating this new experience.” David Cohen is editor of Adweek's Social Pro Daily.