Facebook Messenger

Connecting a Facebook Page to chat with customers over Facebook Messenger.

To connect Facebook, a Facebook Page is required. Read our guide to create a Facebook Page.

The Facebook Messenger Logo

Facebook Messenger (or simply Messenger) is a messaging app developed by Facebook. The service has over 1.2 billion total users.

Channel Features

The Facebook Messenger Channel has some unique features:

  • Facebook Chat Plugin - a website chat widget using the Facebook Messenger infrastructure.

  • Private Replies - sends a message to users who comment on Facebook Page posts.

  • Message Tag - sends a tagged message to contacts after the 24 hour messaging window.

Messaging Window

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.

For more information, look at the page Message Tag.

Connecting Facebook Messenger

To chat with your customers over Facebook Messenger, connect a Facebook Page.

Facebook Page is required and you must be the Admin of the Facebook Page to connect.

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 completed the setup, any messages sent to your Facebook page will now be received in your Space.

Channel Configuration

Facebook Messenger channel can be configured with a unique: - Channel Name - Greeting Message

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

Step 3: Make the necessary configuration You can configure the following:

  • Channel Name - Name used internally to identify the account

  • Greeting Message - This message is the first message sent to contact when they message you through Facebook Messenger.

Step 4: Update the configuration Press Done to update the channel configuration

Troubleshooting

Messages Are Not Arriving

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

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.

Having trouble with the channel? Contact us here!

Inability to Receive Read Receipts

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.

Blank Screen When Clicking Connect to Facebook

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

Having trouble with the channel? Contact us here!

Facebook Page Dropdown shows No Data

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

Having trouble with the channel? Contact us here!

The Facebook Page To Be Connected Is Not Being Shown

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

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

Having trouble with the channel? Contact us here!