Installing and setting up social messaging channels (standard agent interface)

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41 Comments

  • Crystal Deragisch

    Hi I'm trying to install Facebook Messaging... but it keeps telling me I need to install social messaging, which i've installed already.

     

     I've tried following both sets of steps (the zendesk workspace and old version) and no luck...am I missing something? I'm no longer on a trial, I just paid for a Team account.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Crystal Deragisch did you buy Suite Team or Support Team?

    1
  • Crystal Deragisch

    I believe we are Support Team.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Hi Crystal Deragisch

    This is the article for Support Team. Unfortunately only public Facebook messages are supported and not private Facebook Messenger messages. 

    We'll try to clarify that in this article, so other users aren't confused as well. 

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  • Crystal Deragisch

    Thanks Jennifer, I'll be honest I don't even know what a public facebook message is. Are those comments? I tried to set up comments as well and that also wouldn't save. I guess I'll contact support and see if they can help, thanks.

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  • Jennifer Rowe
    Zendesk Documentation Team

    Yea, it'd be any public wall posts and comments on one Facebook page, but not any private messages sent directly to you through Facebook Messenger. And multiple FB pages is not supported. 

    Hopefully support can help you get it set up. Good luck!

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  • Tom

    Please have a look at the article below and vote if you also have a demand to expand Facebook Pages integration.

    https://support.zendesk.com/hc/en-us/community/posts/1260804078669-Expand-the-limit-of-Facebook-Pages-integration

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  • Jennifer Jackson

    Will you be allowing more than 5 Twitter accounts? We have over 40 brands and would like to connect all of our brand accounts to ZenDesk so our customer service team can assist our customers.

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  • Beau Padesky
    Zendesk Customer Advocate

    Hello Jennifer,

    5 is indeed the maximum number of handles linkable per Zendesk instance, so integration with handles in excess of this number would require additional instances to support.

    Beau | Customer Advocate

    Ask our Zendesk Community

    0
  • GlennBarcebal

    Can we use this to intergrate the Facebook messenger of a personal account (not a Facebook page)?

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  • Beau Padesky
    Zendesk Customer Advocate

    Hello Francisco,

    Plan requirements are as follows:
    Zendesk Support plans - One Facebook Page with public messages only. Private messages are not supported.
    Zendesk Suite plans - Up to 15 Facebook Pages with public and private messages.

    Additional details on can be found here: https://support.zendesk.com/hc/en-us/articles/203661556-Setting-up-your-Facebook-channel-standard-agent-interface-

    Glenn, to your question, it is not presently possible to integrate personal Facebook accounts with our platform, only pages.

    Beau | Customer Advocate

    Ask our Zendesk Community

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