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Template response for Facebook Messenger

The Facebook Messenger extension provides various interactive response templates for applying in difference use cases. With predefined templates, all you need is to fill in the information and send it out.

Coupon Template

The Coupon Template allows you to send an interactive message to your users and allow them to get a coupon code. This is useful for organizing campaign with your Messenger users.

Create Template

  1. First, create a general node in the bot builder.
  1. Create a Facebook specific response.
  1. Select "Coupon" from the dropdown
  1. Fill in the details in the Coupon Template.
Message before Coupon ResponseText message that is sent before the coupon template.
Coupon Response TitleRequired. Title of the coupon template.
Coupon Response SubtitleSubtitle of the coupon template.
Coupon Code (Code)Required, either code or URL. The coupon code to sent offered to user.
Coupon Code (URL)Required, either code or URL. The URL that allows the user to use the coupon.
URL Button TitleText displayed on the coupon URL button.
Image URLThe URL of the image added to the coupon template.
PayloadAdditional information to be included in the webhook, needed for the identifying a certain coupon template in Coupon Trigger.

Coupon Trigger

Once the code is revealed to the user, an event can be received and thus trigger a follow-up response.

  1. Create a trigger in a global node.
  1. Select "Coupon Code Shown". The trigger can accept events from any coupon templates.
  1. Instead, choose "Select Coupon Payload" and specify a certain coupon template by the payload.

Customer Feedback Template

The Customer Feedback Template allows you create the customer feedback flow, so that users are able to rate and leave comments on their experience with your business in Messenger. Meta offers the following build-in survey template to obtain the feedback:

  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES) surveys

Create Template

  1. First, create a general node in the bot builder.
  1. Create a Facebook specific response.
  1. Select "Customer Feedback" from the dropdown.
  1. Fill in the basic details in the template, such as "title", "subtitle" and "button title".
  1. Select the type of question, and fill in the details to create the form.
TitleRequired. Title of the customer feedback form.
SubtitleRequired. Subtitle of customer feedback form.
Button TitleRequired. Title displayed on the button to open the feedback form.
Questions TypeRequired. "Customer Satisfaction (CSAT)", "Net Promoter Score (NPS)", "Customer Effort Score (CES) Survey" or "Free Form".
Question IDRequired. Self-defined question ID, which is useful for identifying certain question in the Customer Feedback Trigger.
Question TitleTitle of the question.
LabelOptions of level labels provided by Meta.
OptionOptions of score selector view provided by Meta.
Follow-up QuestionFree form follow-up question.
Privacy URLRequired. URL to the privacy policy of the business.
Expire DaysTemplate expiration, from 1 to 7.

Customer Feedback Trigger

Once the survey is done and submitted, an event can be received and thus trigger a follow-up response.

  1. Create a trigger in a global node.
  1. Select "Customer Feedback". In default, it accepts all questions and feedback.
  1. Choose "Select Question ID" to specify a particular question.
  1. Choose "Select Feedback results" to specify a particular type of feedback.
  1. To enable this trigger, you need to also make sure the our platform is able to receive the relevant webhook events from Meta. If you haven't the get the messaging_feedback for your Facebook integration. Please head to the "Platform" page and allow our platform to subscribe to the corresponding webhook.

Product Template

The Facebook Product Template allows you to render the products that have been uploaded/added to the catalog under your Facebook Business Manager. The product will be displayed in the form of a carousel message, alongside with the product details extracted from the catalog.

Add page to Business Manager

  1. First, log into your Facebook Business Manager account. Head to "Business settings".
  1. Select "Page" and make sure your Facebook page is added to your business manager.

Create a Catalog

Before setting up the chatbot, the first step is to prepare a catalog in your Facebook Commerce Manager.

  1. In your Facebook Business Manager account, head to Commerce Manager under All Tools.
  1. Select Create a Catalog and then Get Started.
  1. Select a catalog type for your business.
  1. You can choose uploading the product info manually. After that, choose the catalog owner and name the catalog.

Besides, you can also connect to a partner platform in order to sync the products to your catalog.

  1. You can view the catalog when it is created.
  1. In the catalog, head to Items, and select Add Items to start uploading the products. You can choose from different method.
  1. You can manually add the product and input the product details one by one.
  1. For each product, they will be identified by a default Content ID, it is optional to customize the Content ID.
  1. Upon the completion of uploading products, you can view them in Items.
  1. You should be able to find the catalog as an asset under the Commerce Manager.

Connect to Facebook Page

Before applying the product template, please make sure you have connected the Facebook page to the channel.

Create Template

Now, we can start applying the product template.

  1. First, create a new chatbot and a general node.
  1. Create a response in the general node. Then, select the Facebook specific response.
  1. Select "Product" as the message type.
  1. The first picker will display all the Facebook pages connected to your app. Please select one relevant Facebook page.
  1. Business Manager account, head to "Business Info" to obtain the Facebook Business ID, and enter it in the template.

The selected page should be associated with this Business Manager account.

  1. If the first two inputs are correct, you should be able to select the catalog(s) associated to your Business Manager account, and thus the items belonging to this catalog.
  1. You are able to select more than 1 products from the catalog.

A maximum number of 10 items are allowed to list in a product template.

  1. You might also need a global node as an entry point to your chatbot.
  1. Finally, add this chatbot to the Facebook channel and start testing!

Receipt Template

The Receipt Template allows you to send an order confirmation to your customers. The template can various information including an order summary, payment details, and shipping information, etc.

Create Template

  1. First, create a general node in the bot builder.
  1. Create a Facebook specific response.
  1. Select "Receipt" from the dropdown.
  1. Fill in the details in the template.

Recipient Details

ShareableOptional. Defaults to false. Set to true to enable the native share button in Messenger for the template message.
Recipient NameThe recipient's name.
Merchant NameOptional. The merchant's name. If present this is shown as logo text.
Order NumberThe order number. Must be unique.
CurrencyThe currency of the payment.
Payment MethodThe payment method used. This can be a custom string, such as, "Visa 1234".
Order URLURL to the order.
Time StampOptional. Timestamp of the order in seconds.


Street 1The street address, line 1.
Street 2Optional. The street address, line 2.
CityThe city name of the address.
Postal CodeThe postal code of the address.
StateThe state abbreviation for U.S. addresses, or the region/province for non-U.S. addresses.
CountryThe two-letter country abbreviation of the address.

Order Summary

SubtotalOptional. The sub-total of the order.
Shipping CostOptional. The shipping cost of the order.
Total TaxOptional. The tax of the order.
Total CostThe total cost of the order, including sub-total, shipping, and tax.


NameName of the adjustment.
AmountAmount of the adjustment.


TitleThe name to display for the item.
SubtitleOptional. The subtitle for the item, usually a brief item description.
QuantityOptional. The quantity of the item purchased.
PriceThe price of the item. For free items, '0' is allowed.
CurrencyOptional. The currency of the item price.
Image URLOptional. The URL of an image to be displayed with the item.