TABLE OF CONTENTS


The Facebook messenger integration enables you to route all messages from your Facebook pages to your Freshchat Inbox and keep all of your customer communication in one place. You can read, manage and respond to messages you receive directly from your Freshchat inbox. 

  • We’ll route all messages from your Facebook pages to your Freshchat Inbox, which will help keep all of your customer communication in one place. 
  • You can read, manage and respond to messages you receive directly from your Freshchat inbox.


Prerequisites: What do you need before you integrate

  • You need to have a Facebook Business page.
  • You need to be an Owner of your Facebook page and an Admin on Freshchat.


Note: You can connect only one Facebook Business account (that can support up to 100 pages) simultaneously with one Freshchat account.


Connecting your Facebook messenger account with Freshchat


  • Go to Admin > Channels > Facebook Messenger.
  • Click Connect and log in to your Facebook account.




  • Login with your Facebook credentials and authorize the integration by clicking Continue. 



  • Select the Facebook pages that you want to integrate with Freshchat.



  • You can now allow what Freshchat can do by selecting the required options.



  • Facebook is now linked to your Freshchat account. 



  • You must move the toggle to the right for the pages you want to connect with Freshchat. By selecting it from the drop-down, you can also assign incoming messages from your different Facebook pages to different teams (groups).




  • Once you’ve integrated Facebook with Freshchat, anytime someone sends you a Facebook message, it will appear in your Freshchat inbox. You can quickly see if that message was sent from Facebook by checking the ‘Facebook’ tag below your message. 


Assigning conversations from Facebook Messenger to your agents:

Each Facebook page also gets its own Topic in Admin > Topics. You can use it to further enhance your customer service experience by having a specialized agent group handle these questions by assigning the Topic (all the questions from the Facebook page) to the group.


Deploying bots on Facebook Messenger from Freshchat:


When you are creating the bot, you can select Facebook Messenger in the first step right after naming the bot.

 



To know more about setting up a bot flow, read this article


How Facebook messages work in Freshchat

  • Only private Facebook messages will get sent to your Freshchat inbox. If someone posts a Facebook message on your wall, it won’t appear in your Freshchat inbox. 
  • When someone sends a message to your company's Facebook page, you’ll only be able to see that person’s Facebook name and profile picture in Freshchat. We recommend asking for their email and adding it to their profile. 
  • We support images and videos sent from Facebook.


Message types supported on Facebook messenger


 

Message

Type

Direction

Facebook

Messenger

Text

User to

agent

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

Image

User to

agent 

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

Video

User to

agent

Yes

User to

bot

Yes

Agent to user

Yes

Bot to

user

via public

URL

Audio

User to

agent

No

User to

bot

No

Agent to

user

via

App

Bot to

user

No

File

User to agent

NA

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Coming

soon

Emoji

User to agent

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

GIFs

User to

agent

Yes

User to

bot

Yes

Agent to

user

Yes

Bot to

user

Yes

Stickers

User to

agent

As

image

User to

bot

As

image

Agent to

user

No

Bot to

user

No

Automation

Bots

Yes

Structured messages

Articles

Bot to user

No

Carousels

Bot to user

No

Buttons

Bot to user

No

Dropdown

list

Bot to user

No

Message events

Delivered

User to agent

Yes

Agent to user

No

Read

User to agent

NA

Agent to user

NA

Typing

User to agent

NA

Agent to user

NA

Consumer profile

User name

Yes

User image

No



Reply Window

Agents can respond to messages for up to a 7-day window from the time of the last message from the customer. The 7-day reply window is refreshed each time a user responds to a business via DM.