Answer common questions
Answer questions about opening hours, services or procedures using the information you have approved.
Messenger
Welcome customers on your Facebook Page.
When someone writes to your Page, BeAI can reply in Messenger, handle their request according to your rules and hand it over to your team.
From the first question to human handover
Use your business tools
Depending on the actions you authorise, BeAI can check an available time slot or pass an enquiry to your business software.
Hand over to your team
An authorised colleague can take over the conversation in the BeAI inbox when their help is needed.
Link your Facebook Page in BeAI
- In the settings of an assistant you can edit, enable the Messenger skill and select “Connect Messenger”.
- In the Meta window, choose the Pages you manage and authorise BeAI to receive and reply to their messages. Back in BeAI, select the Page you want and confirm the connection.
If access expires or is revoked, choose the option to renew authorisation in BeAI and grant the permissions again in Meta. Your existing history remains available.
Frequently asked questions about Messenger
When can the assistant reply?
BeAI can reply within 24 hours of the person’s last message. Read or delivery receipts do not extend that time. After that, the assistant waits for a new message before replying.
Can I receive audio calls?
Yes, if Meta confirms that your Page is eligible and incoming audio calls show as enabled in BeAI. Messaging can stay connected even if calls are unavailable.
What happens when the person stops replying?
If the inactivity prompt is enabled and Meta’s reply window is still open, BeAI asks “Do you have any other questions?” once. With no reply, the session ends quietly without a closing message.
Fictional examples
Type a question, say it aloud or send a document
Here are ways to ask a question depending on the channel you use.
Written question
What time do you open on Saturday?
Get the information without having to search the website.
Voice message
Hello, I’d like to move my appointment to Friday.
Explain what you need aloud without having to type it.
PDF document
document.pdf Standard delivery included.
Is delivery included in this quote?
Ask a question about a supported document without copying its contents.
Formats and limits
Documented formats include supported images, PDFs, text files, voice messages and videos. Some formats have lower limits. Protected or unsupported files are not read.
- Files per message
- 5
- Per supported image, PDF, voice message or video
- 10 MB
- Total per message
- 18 MB
- Voice message
- 180 s
- Video
- 60 s
During human handover, new attachments stay in the conversation history and aren’t analysed automatically.
Your team takes over
Human handover is configured in one place for WhatsApp, Messenger and web chat. It covers written messages and voice notes sent in chat. This feature excludes audio calls. Phone transfers follow a separate process.
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Request received
When your rules call for it, BeAI creates a handover request for authorised colleagues.
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Waiting
BeAI asks the person to wait. The AI pauses replies and actions while the request is waiting.
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Assigned to a colleague
An authorised team member claims the conversation. They can reply or transfer it to an authorised colleague. The AI stays paused during human handling.
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Optional return to the assistant
The team member can hand the conversation back to the AI. After human handling, the configured inactivity period can also let the assistant return on the next message.
To claim
Can I change my appointment?
Claim conversation
Assigned to Camille
Actions for the assigned team member
- Transfer to a colleague
- Hand back to the bot
If nobody claims the request
When the waiting period ends, BeAI explains that the team is unavailable and can reply to the next message. Outside configured handover hours, BeAI continues helping without opening a request.
Channels
Choose the right channel for your customers.
Phone
Answer calls, clarify what callers need and transfer them to the right person when needed.
Answer common questions on the WhatsApp number your customers use.
Messenger
Handle enquiries sent from your Facebook Page in Messenger.
Web chat
Help visitors find information or explain what they need directly on your website.