A series or re-orgs in 2023 brought together teams that had been independently tackling business messaging across Messenger, Instagram, and WhatsApp.
As one of the most tenured designers in the space, I led a vision sprint with several designers across the org to visualize what a unified business messaging experience might look like for our customers.
Most of my time in business messaging was spent on business facing surfaces. One of the flagship products I supported was conversation routing — a tool that let businesses define how third-party apps functioned across their messaging channels.
The initial conversation routing product was an API, only accessible by developers. Over time however, we turned much of that functionality into easy-to-use tooling, accessible to all businesses.
In my first role within business messaging, I owned a suite of Messenger plugins used to drive traffic to business messaging channels.
One of those plugins, Messenger Chat Plugin, allowed businesses to place an Intercom-style chat interface directly on their website.
I led design on a series of customization controls that helped businesses better align the plugin with the look and feel of their website.