Facebook Messenger has an API that lets developers build in-house solutions. The API helps businesses do more with their customer conversations:
Use conversations as a source of data
Turn them into support tickets
Store all conversations in a CRM
Let multiple agents manage conversations while leveraging tools like chatbots and automation
Offer cross-support with Instagram Direct Messages and WhatsApp
Leverage Facebook's ecommerce and messaging capabilities across other market segments and regions
The Facebook Messenger API makes it possible for CX champions like Zendesk to use Facebook and its API to build customer service solutions on top of Facebook Messenger. This saves time for businesses that donât want to construct a patchwork of solutions themselves.