Facebook Chat Plugin

Adding a Facebook Customer Chat Plugin to your website.

The Facebook Customer Chat Plugin allows customers to chat through Facebook Messenger on your website. If your website visitors already have a conversation history with your Facebook page, the history will be visible on Facebook Chat Plugin.

The Facebook Chat Plugin

This helps to create a single experience for your contacts, and enables you to continue the conversation even after they have left your webpage. However, it requires website visitors to be logged in to their Facebook account to chat. Visitors that are not logged in will be prompted to do so.

Creating a Facebook Chat Plugin Script

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 Chat Plugin

Step 3: Specify the domains Enter the domains that you would like to add the Facebook Chat Plugin.

Step 4: Select a theme color Using the interactive color picker, choose a color that best suits the brand and the website

Step 5: Proceed to obtain the script Press NEXT and obtain the script to be added to the webpage. Alternatively, you can send the instructions to someone else, or read our documentation

Refer to this guide on how to add the script to your website.

Configuring Advanced Settings

You do not need to update the script if you made changes to the advanced settings. The script only needs to be installed once!

In Advanced Settings, Facebook Chat Plugin Behaviour can be adjusted. To adjust Facebook chat plugin behaviour:

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 Chat Plugin

Step 3: View Advanced Settings Press Advanced Settings to show the additional settings

The parameters you can adjust are outlined as below:

Display Greeting Dialog

The widget can be set in three modes:

  • Show: greeting pops open after a set delay

  • Hide: only the messenger logo will be shown until the user clicks

  • Fade: greeting pops up after set delay then fades away

Greeting Dialog Controls

The following Greeting Dialog controls can also be adjusted:

  • Greeting Dialog Delay: set the time to pop up in seconds

  • Greeting message for logged in user: greeting message for users whose browser is already logged into Facebook

  • Greeting message for logged out user: greeting message for users whose browser is not logged into Facebook

Add Reference Code

A reference code can be added to Contacts who chat with you through the chat plugin.

Reference codes are useful for identifying where a specific contact came from and is great for starting Automations.

Step 4: Save changes Press NEXT and DONE for the changes to take effect

Installing the Chat Plugin

Installing the Facebook Chat Plugin will be similar to installing the web chat widget. Please refer to this guide on how to install the chat plugin.

Troubleshooting

Chat Plugin Not Showing/Loading

Try the following methods:-

1. Check if the web page URL starts with HTTPS, Facebook Chat Plugin may not work on websites without SSL certificates.

2. Check the domain is whitelisted correctly in Facebook Chat Plugin Settings.

Having trouble with the channel? Contact us here!

Chat Plugin Not Showing/Loading (Installed With Wix)

Try the following method:-

1. Move the Facebook Chat Plugin to top of the Tracking Tools & Analytics list.

Having trouble with the channel? Contact us here!