Configuring Facebook Messaging Accounts

Messaging accounts can be configured for Facebook Messenger. These accounts use social accounts, and can therefore be used in social configurations and used in the Social Console by social media managers. Likewise, Facebook social accounts that have already been configured for use in the Social Console can be used as a channel configuration for messaging. For more information about configuring Facebook accounts via the Social Apps in the Administration Console, see Configuring Social Media Accounts for Facebook.

Facebook for Conversation Hub Configuration Process

Before using the Conversation Hub to retrieve and route Facebook messages, some important provisioning steps are required to establish the account. The following must be performed.

  • Create or sign into a Facebook page that will be leveraged to chat with end customers.

  • Ensure that the Facebook page is published.

  • Optionally, provision a virtual assistant created in the Botmaster Console. For more information, see eGain Botmaster Console Help.

  • Configure the account in the application. For more details, see Configuring the Facebook Messaging Account in the Application.

    • Approve access to Facebook Page via prompts.

  • Configure the Messaging channel in Administration. For more information, see Configuring Messaging Adapters.

  • Test Facebook private messaging and go Live.

Configuring the Facebook Messaging Account in the Application

To configure a Facebook messaging account:

  1. From the Partition and Departments dropdown menu, select a department.

  2. From the Navigation menu, browse to Apps > Chat & Messaging > Accounts. 

  3. On the List page, select a pre-existing Facebook account or, click the New New Button button. 

  4. On the Properties page, provide the following:

    1. Name: Provide a name for the account

    2. Description: Provide a brief description for the account.

    3. Active: Click the Toggle button to make the account active.

    4. Select a network to configure: Select Facebook from the dropdown. 

  5. Click the Login with Facebook button.

  6. In the window that appears, provide your user credentials for the Facebook account and sign in.

    The username and password of the Facebook account are not stored within the application.

  7. When the access is successfully granted, a Success page is displayed. Copy the access key provided.

  8. Return to the Administration Console and paste the access key into the Access Key field.

    If the password to the Facebook account used for the messaging account is changed, then all tokens generated using old credentials become invalid and must be regenerated. 

  9. Click the Pull pages button to acquire the pages associated with the Facebook account.

  10. In the Page field, select the page from the dropdown that you want the enable for the messaging account.

    Create a Facebook Messaging Account

  11. Click the Save button. 

Post Facebook Configuration

With the channel account configured and active, a channel configuration must be created and a messaging adapter must be configured before incoming Facebook messages can be converted into activities and routed to queues, to then be handled by agents.

Important things to note

There are some important factors to consider when it comes to handling customer messages that have been received through Facebook Messenger:

  • When agents become available, a chat activity is created with the customer message. If the customer sent multiple messages while agents were not available, one chat activity is created with all the customer messages.
  • If the agents do not become available after 7 days, the messages are deleted from the system and no activity is created. No notification or system message is sent to the customer.
  • Businesses are allowed up to 7 days to respond to customer messages received on Facebook Messenger. When the message is past 24 hours and agent is available before 7 days limit occurs, the chat is created with the customer message and assigned to agents. Agents can respond to these chat activities from the Advisor Desktop. 
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