Facebook Messenger
Connecting a Facebook Page to chat with customers over Facebook Messenger.
Page.
Facebook Messenger (or simply Messenger) is a messaging app developed by Facebook. The service has over 1.2 billion total users.
The Facebook Messenger Channel has some unique features:
The Facebook Messenger Channel has a 24-hour messaging window. When a contact sends a message through the Facebook channel, you will have 24 hours to reply to them.
Facebook Messenger's Messaging Window is now extended to 7 days because respond.io platform has been selected to participate in Facebook HUMAN_AGENT tag Closed Beta program.
If you wish to send a message after 24 hours, your messages will be automatically tagged with
HUMAN_AGENT and sent to the contact. If you need to send a message to the contact after 7 days, you will need to send tagged messages to the contact.
Due to recent changes implemented by Facebook for pages and users in the European Union, the event reference will not be passed to our platform reliably by Facebook. Therefore, automation that requires an event reference as a trigger will not work for some Contacts as expected.
To chat with your customers over Facebook Messenger, connect a Facebook Page.
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel
Press Add Channel and choose Messenger. The Connecting Facebook Messenger dialog should open up.
Step 3: Connect with Facebook
Press the Connect With Facebook button.
Step 4: Sign in with a Facebook Account
Sign in using the Facebook account that has admin access to the page you would like to connect to.
Step 5: Select the Facebook Page
You will be provided options on which page you would like to connect. Select the page
Step 6: Complete the setup at respond.io
Press DONE to complete the setup
Once you have completed the setup, any messages sent to your Facebook page will now be received in your Space.
Facebook Messenger channel can be configured with a unique channel name.
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Facebook Messenger channel
Once you have located the Facebook Messenger channel, press Configure
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Step 3: Make the necessary configuration
You can configure the following:
- Channel Name - Name used internally to identify the account
Step 4: Update the configuration
Press Done to update the channel configuration
Facebook rules say Contacts must message you first before you can message them back. You can share your QR code or m.me link with your Audience.
Following Facebook policy, Businesses have up to 24 hours to respond to a user. We have added Human Tag which allows the conversation to stay open for 7 days. You can learn more about it here.
You can send Message tags for important and personally relevant updates to contacts outside the standard messaging window, the approved use cases are Confirmed Event Update, Post Purchase Update, and Account Update.
Using tags outside of the approved use cases may result in restrictions on the Page's ability to send messages (message tags may not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts).
You can use Private Replies to send a message to any user that comments on one of your Facebook Page Posts automatically. If the Facebook user replies to this message, the reply will be shown in respond.io and become a contact. You can learn how to enable the feature here.
- 1.If you have more than one business, select the relevant business to verify status.
- 2.Under Business Info, find your Business verification status.
- 3.If your business is not verified, click Start VerificationThe Start Verification button may appear disabled when you don't have an app associated with your business. In your Facebook app dashboard Navigate to Accounts > Apps and click + Add to add your business app.Return to the Business Info section, and refresh the webpage.
- 4.Provide the following documentation to verify your Facebook Business Manager ID
Messages sent in response to your ad will be shown however the details of the ads will not be shown on the platform due to the limitation of facebook.
Occasionally, when the user who connected Facebook changes their Facebook password and permission will be outdated. Permissions will need to be refreshed.
Step 1: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 2: Locate the Facebook Messenger channel
Once you have located the Facebook Messenger channel, press Troubleshoot
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Step 3: Refresh Permission
Press Refresh Permission to refresh Facebook permissions.
Step 4: Send a test message
Send a test message to the Facebook message and check if it arrived.
When the read receipts cannot be received at the respond.io platform, the permissions are outdated and needs to be refreshed.
Refer to the troubleshooting solution for Messages Are Not Arriving on how to refresh the Facebook page permission.
Happens when connecting through a private network where Facebook is blocked.
Try the following methods:-
- 1.Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook
- 2.Connect to a different internet or wi-fi and reconnect with Facebook
This can happen when an ad blocker is being used.
Try the following methods:-
- 1.Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook
- 2.Turn off the ad-blocker temporarily
This can happen if the user rejects Facebook Permissions upon pressing Connect With Facebook, or the Facebook configuration does no initialize correctly.
Step 1: Verify the App Connection
Navigate to the Business Integrations page on Facebook. Verify respond.io entry appears in the Active tab.
Step 2: Verify the permissions
Press View and edit. Verify all permissions have been toggled and checked on.
Step 3: Save and Retry
Press Save and try to connect. If the page is still not available proceed to the next step.
If the problem persists, try the following steps.
Step 4: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 5: Locate the Facebook Messenger channel
Once you have located the Facebook Messenger channel, press Troubleshoot
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Step 6: Refresh Permission
Press Refresh Permission to refresh Facebook permissions.
Step 7: Verify Permissions
Press Edit settings and select the page with issues. Verify the page is selected and all permissions are enabled for that page
Step 8: Save and Retry
Press Complete and retry by sending a test message
Last modified 1yr ago