Messenger Bots are getting a new focus on personalized customer service with the addition of personas, thanks to a new open beta API.
Most people do not mind engaging with a bot instead of a real person. It’s a fact, and a new reality for most consumers and businesses alike. With its new Persona API, Facebook Messenger is hoping to also bring back a “personal” touch to AI conversations.
The new Personas API allows businesses to introduce virtual “personas” into a Messenger thread. That person may be backed by a human or a bot. Each “persona” can have its own customizable profile picture and name.
When a person is introduced into a conversation thread, a new icon (profile picture) will be shown and all messages sent by this persona will come with an annotation above the message that states the persona name and the name of the Page it belongs to.

Example of a Messenger conversation involving one or more “personas”
This new “personalized” approach can be very useful for businesses who rely heavily on bots for customer care. Note that only one persona can be active at a time. That means that the day your personas will engage in a mutual conversation in front of your customers is not yet upon us.
Developers can start creating personas using the new Personas API which has now been release in Open Beta.
You might also like
More from Facebook
Facebook To Begin Testing Topic Exclusion Controls For Advertisers
Facebook is to begin testing a new brand safety options, including new Facebook Ads topic exclusion controls for a small …
Facebook Oversight Board Publishes Decisions On First Cases
Back in December, Facebook's independent Oversight Board took on its first cases. Its decisions on these cases are now published.
Facebook Continues To Lose Users In The US And Canada
Facebook’s daily active users decline for a second quarter in the United States and Canada, caused by user fatigue and …
Facebook Launches Facebook News Portal In The UK
Facebook is starting to roll out Facebook News in the UK, a destination in its app featuring curated news from …
Facebook Revamps Access Your Information On iOS And Android
Facebook has announced a revamped version of its Access Your Information tool, making it easier for users to find and …
Facebook Bans Ads Promoting Weapon Accessories Ahead Of Inauguration Day
Facebook has announced a ban, on its platforms, of ads promoting weapon accessories and protective equipment - at least through …
Facebook Bans Donald Trump Indefinitely From Its Platforms
Following the recent events in Washington DC, Facebook CEO Mark Zuckerberg has announced an indefinite ban on Donald Trump from …
New Facebook Pages Come Without A Like Button
Facebook is rolling out a new design for Facebook Pages. It comes with new features, but without a Like button.
New Year’s Eve 2020 Sets New Records For Use Of Facebook Apps
Facebook was expecting a traffic spike on its apps over New Year's Eve, but this year broke all previous records …