This article provides detailed information on integrating your Facebook Messenger app with Freshchat. With Facebook Messenger on Freshchat, you can route all the messages from your Facebook pages to your Freshchat Inbox.


A few benefits of this integration are:

  1. Read, respond, and manage all your messages from your Facebook pages directly on your Freshchat Ibox, keeping all your customer communication in one place.
  2. Enhance self-service and improve deflection by deploying bots on your Facebook channel
  3. Assign chats to agents or to bots based on the choice of the Facebook page


This article includes the following sections:

  1. Prerequisites
  2. Connect your Facebook Messenger account with Freshchat
  3. Respond to Facebook comments via direct messages
  4. Configure additional settings for your Facebook pages
  5. Message Types  supported on Facebook Messenger

Prerequisites

  • Ensure that you have admin privileges for your Facebook page
  • Ensure that you have admin access to Freshchat

Notes: 
  • You can integrate multiple Facebook pages from different Facebook accounts with Freshchat.
  • If you create a new Facebook page, wait for 60 minutes before integrating it with Freshchat


To access the most updated features, we recommend you to use the latest integration for Facebook Messenger with 

Freshchat. 

  • If you don't have a Facebook page, you will automatically switch to the new Facebook integration once you add your first page.
  • If you already have a Facebook page, delete and re-integrate the page to switch to the new integration.

Connect your Facebook Messenger account with Freshchat

  1. Log in to your Freshchat account as admin and go to Admin > Channels > Facebook Messenger.
  2. Click Start setup. You will be redirected to the Facebook login page. 
  3. Log in with your Facebook credentials and click Continue to authorize the integration.
  4. Select the Facebook pages that you want to integrate with Freshworks and click Continue.
    Note: You can integrate multiple Facebook pages from different Facebook accounts with Freshchat 
  5. Review the permissions and click Save.
  6. Your Facebook account is now linked to your Freshchat account. You can see the details on the Facebook Meessenger page on Freshchat. By default, your Facebook page will be enabled and connected with your Freshchat account.

Respond to Facebook comments via direct messages

Once you successfully integrate and connect your Facebook Messenger account with Freshchat, you can start viewing all the comments added to a Facebook post on your page directly on the Freshcat Inbox and send responses to customers via Direct Message (DM).


Reply Window

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



Configure additional settings for your Facebook pages

Once you successfully connect your Facebook pages, you can configure different settings to enhance your customer interactions on Facebook. 


To configure settings:

  1. On the Facebook Messenger page, click on the Configure button next to the WhatsApp number you want to configure.
  2. You can see the different configuration settings you can enable/disable for your WhatsApp Business Account.


Configuration Settings

Setting
Description
Topic Name

Add a channel name to easily manage assignments and reporting.

Deflection (Trigger a bot)

Create a bot on Freshchat and enable this option to trigger the bot on your Facebook page to effectively manage customer conversations.


With bots, you can provide personalized solutions to your customers, enhance self-service by answering the most frequently asked questions without agent intervention, and relieve your agents from answering repetitive customer queries. For more details, see How to build a simple bot flow with the bot builder.

Chat Assignment (Assign Group)

Enable this option to route all your Facebook conversations to specific groups in your account. For example, you can route all conversations related to orders to the “Procurement Team''.


Note: If your number is connected to a bot, the conversation will be assigned to the specified group after the bot initiates agent transfer.


For details on creating and assigning groups, see Organizing your team using agent groups.

Threading interval

Enter the time interval after which you want to start a new conversation thread on Facebook with customers. You can set the interval in days, hours, and minutes. 


With the threading logic, you can decide if a new conversation should be created based on the incoming customer message. Based on the interval, you can either continue from the last conversation or start a new conversation. For more details, see Threading logic.

Advanced Configurations
Assignment Rules

Automatically assign conversations to agents based on predefined rules, events, filters and keywords. 


For example, you may have multiple support teams distributed across different regions or have different support teams to handle specific queries. With Assignment Rules, you can redirect your customer to the right team. 


For more details, see Assignment Rules.

Advanced Automations

Create automation workflows to automate and simplify daily tasks and enable agents to quickly finish repetitive tasks.


Message Types  supported on Facebook Messenger

Check out the list of message types supported on Facebook Messenger. You can also refer to this article to see how each message type appear on the 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

Yes

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

Yes

Carousels

Bot to user

Yes

Buttons

Bot to user

Yes

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



Learn More:

  1. How to build a simple bot flow with the bot builder
  2. Assignment Rules