We continue to create a universal hub for client communication in Orderry. The Chats module now:
Supports comments on Instagram and Facebook posts
Allows you to configure up to 20 message templates
Let’s dive into the details.
Comments from Instagram and Facebook
Once you enable the option to receive comments on posts for your connected Instagram and Facebook business pages, all new comments on your posts will automatically appear in the Chats module, along with the posts they were left on.
If a client has previously messaged you via Instagram Direct or Facebook Messenger, and it has been less than 7 days since your last conversation, you can choose how to respond to their comment:
With a comment, using a dedicated button;
Or with a regular private message.
However, if the comment is the client’s first contact with you, or if more than 7 days have passed since your last conversation, you can only respond to the comment with another comment.
If a comment includes media or content that isn’t supported by Orderry, you’ll see a link to the post that lets you view it on Instagram or Facebook with a single click.
So you no longer need to monitor your social media pages for updates–everything is conveniently collected in your Orderry account.
How to Start Receiving Comments in Orderry?
There’s a new option in the Instagram and Facebook channel settings: “Receive comments on posts in chat feed.”
By default, this feature is turned off, but you can enable it for any Instagram and Facebook channels connected to your account. Note that you need to reconnect the channel to update settings.
You can also disable this option anytime. If you do, all previously received comments will remain visible in the Chats module, but no new comments will appear.
Message Templates
Have a list of frequently asked questions or pre-written scripts for client communication? Stop wasting time typing them out manually. You can now configure up to 20 message templates to send to clients with just two clicks.
How to Set Up Message Templates?
A new button for templates has been added to the message text area next to the file attachment button. If you’ve already communicated with clients via WhatsApp by Twilio, you may have seen this feature before. For all other channels, templates are now available for the first time.
By clicking this button, you can create necessary templates and select from the list of existing ones.
For WhatsApp by Twilio channel, templates are divided into two tabs: Orderry and Twilio.
You can easily edit existing templates or modify and personalize the text directly in the message text area before sending it to a client.
Do Message Templates Support Variables?
Currently, message templates support two variables: Client First Name and Client Last Name. We plan to expand this list and would love to hear your feedback! Please let us know in the chat which additional variables would be useful in Chats.
Can Templates Be Used to Initiate Chats with Clients?
Remember, you can initiate communication with clients without waiting for them to message you first through Viber, Telegram, WhatsApp by Twilio.
When starting a chat via Viber or Telegram, you can use templates configured in Orderry.
When starting a chat via WhatsApp by Twilio, this can only be done using templates configured in your Twilio account. Once the client replies, you can then use Orderry message templates.
What’s Next for the Chats Module?
We’re working on new features to make your client communication even faster and more efficient. Tags for chats are coming soon, allowing you to organize and filter chats more effectively.
If you have any questions about this update or suggestions for improving Orderry, contact our support team via chat.