Clinics can choose to send and receive Facebook messages on Digital Practice all in one place instead of having to use the separate Facebook admin app provided by Meta. If you are interested in setting this up, please contact hello@digitalpractice.vet
Unlike WhatsApp, Meta/Facebook do not provide the client’s phone number with incoming messages. This means we have to verify their ownership of a number before we can match to their PMS account:
A new incoming Messenger chat will appear as 'Unmatched'
Until the client is verified, a warning will show to the clinic above the chat reply box. By default, the client and clinic can chat freely before verification is completed. This is a softer approach useful for non account based queries. Alternatively, system admins can choose to block all messages from unverified Messenger conversations, this is a tick-box in Clinic Settings called ‘Show Facebook Messenger conversations with users that are not verified’
The client will receive the standard clinic auto responder, plus a verification link
The client follows the link to a simple secure form
The client enters their details and taps 'Submit’
A code is sent by SMS to prove the client has access to that number
The client enters the code or uses auto-fill (iPhone shown below)
There is an option to edit details and/or resend the code if there's a problem
Once successful, the client taps ‘Done’ to return to their Messenger app
The completed details are shown in the conversation on Digital Practice and the client is matched with their PMS account
The clinic now knows who the client is and can deal with account based queries
The next time the client messages in, they are auto matched without having to re-verify
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Learn how to start a new conversation here