Using topics with Messenger
Topics are a great way to prompt the Customer into categorizing the conversation for you, and potentially saving your support staff time by suggesting an article that might solve the Customers question.
First of all, we recommend you turn on "Prompt Customers to select a topic before starting a conversation".
We then reccomend creating general topics that prompt the Customer in commonly asked questions. Create new topics from the "Open topics" button.
You can automate some things like assigning a conversation type and labels, very handy to keep your inbox organized! You can also pick a "Suggested article" which might answer the Customers question.
For the customer, now that topics are enabled, they should see some options before starting a conversation:
