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Below is a transcript of the Chatbot Marketing Training Course by Customers.ai and Isaac Rudansky, of Adventure Media. Get the full course here and become a messenger marketing master.
Howdy chatbot fans and welcome back.
In this section, we’re going to briefly run through a few compliance-related topics, nothing major, nothing heavy.
Just to give you a heads up about a few things and just to remind you about a few things.
The first and foremost, with all the recent GDPR concerns and all of the talk about it in the news, with regards to Customers.ai and Facebook Messenger bots, you’re really protected under Facebook’s own umbrella of compliance, okay?
So there’s nothing that you specifically need to do when you’re doing these messenger bots through Customers.ai, everything is taken care of for you.
When a person first starts chatting with your bot, if it’s the first time they’ve messaged your page, the user will have to click a get started button, which implicitly states that they are okay with receiving messages from your brand.
So the GDPR, you’re good to go.
Remember what we spoke about with regards to the 24 plus 1 rule, right?
So the — which means that within the first 24 hours of somebody messaging and interacting with your bot, you could send unlimited promotional and non-promotional messages and one more 24 hours plus one more non-promotional messages.
If you get approved for subscription messaging and I will show you how to do that in the next lecture, you will be able to send unlimited non-promotional messages even after that 24-hour period.
So subscription, messaging, approval equals unlimited non-promo messages.
There are no clear guidelines and no specific rules with regards to what’s a promotional message and what’s a non-promotional message in nature, but just use your common sense.
Promotional messages are if you’re promoting a specific product or a specific sale or a coupon code, you’re trying to get somebody to come to your episode and buy something.
Non-promotional messages is if you’re using the RSS blaster or if you’re promoting blog posts or content or eBooks or things like that, but again, there’s no hard and fast rules.
The last thing is just use your judgement, don’t spam people, don’t annoy people, respect people’s privacy, don’t blow up their inbox, don’t be send them a 100 messages a day, don’t even send them 50 messages a day.
When you’re using a drip campaign, space out 3, 4 messages, 5 messages, 6 messages across the first day and then slow it down.
Always give people that prompt that they could type stop to unsubscribe.
It’s a default built in feature of Customers.ai that if somebody types in stop or unsubscribe, they get the option to unsubscribe.
So always prompt people and remind them that they could reply stop and they could opt out of these messages.
Just remember with regard to the 24 plus 1 rule, if at any point a user engages with your bot through Facebook Messenger or messages your page, then that 24-hour clock does reset, which is why it’s important to try to engage people to get them to respond.
That’s really everything you need to know about being compliant.
90% of it is just using common sense, putting yourself in their shoes, having empathy for your users, treat your users as you would want to be treated as a customer of a brand and you’re going to be good to go.
Because if you don’t and you’re frustrating your users and you’re getting a lot of spam, people will complain, Facebook will be notified, and your accounts could get shut down.
And you’ll lose the ability to automatically message customers.
And if you do, it’s very, very, very difficult to get that ability and get that functionality reinstated into your account.
So use your common sense, stay compliant, be respectful of your users.