This article describes how you can add Facebook Messenger channels. Facebook Messenger is a popular American messaging app that enables you to send private messages through Facebook.
Facebook Messenger is used for private messaging with your customers, and Facebook is used for public messaging with your customers. To set up Facebook, see Setting up your public Facebook channel.
You must be an administrator to add Facebook Messenger channels.
This article includes these sections:
Adding a Facebook Messenger channel
You must be an admin to add Facebook Messenger.
The following video gives you an overview of how to add a Facebook Messenger channel:
Automating a Facebook Messenger channel [1:40]
To add a Facebook Messenger channel
- In Admin Center, click
Channels in the sidebar, then select Messaging and social > Messaging.
- Click Add channel and select Facebook Messenger.
- From the Add Facebook Messenger screen, click Continue with
Facebook.
- When prompted, log in to your Facebook account as a user with Admin permissions for all accounts being added, then follow the on-screen instructions to authorize Zendesk to use your Facebook account.
- Select all the Facebook pages you want to manage in Zendesk, and ensure page permissions
are toggled to Yes.
- On the Add Facebook Messenger screen, choose a Facebook page from the list and
then click Next.
- Click Add channel.
When the channel connects successfully, a Channel added message appears.
- Enter a Channel name.
- If your account has multiple brands, select a Brand to associate with the channel.
- Click Save settings.
Next steps
After you add Facebook Messenger channels, you may need to complete these additional tasks:
- Set roles for agents who will participate in social messaging conversations. See Give agents access to messaging.
-
Adjust your Facebook Messenger business rules and views, as needed. See Setting triggers, automations, and views for social messaging.
When using Facebook Messenger, you need condition statements that read Channel + Is + Facebook Messenger and Brand + is + [selected brand].
Do not use Facebook Private Message in your condition statements.
- Set up auto-responders for your Facebook channels. See Sending automatic responses to social messages.
-
Add your Facebook accounts, if you want to send and receive public messages from Facebook pages. See Setting up your Facebook channel. When you do, make sure that the setting to capture incoming direct messages as tickets remains disabled.
Limitations
This section describes some limitations about using Facebook Messenger in Zendesk.
- There's a 2000-character limit for messages sent through Facebook Messenger. Messages longer than that will not be delivered.
- When an agent uses Facebook Messenger to respond to a direct message, the agent's response does not sync to Zendesk. Agents must post messages in Zendesk to see their responses in Zendesk.
-
Facebook Messenger allows a business only seven days to respond to the end user before the messaging window closes. To prevent messages from being sent but not delivered, the composer will be blocked once the messaging window is closed. The only way to re-open is if the end user sends a new message.
No other data shared with Meta/Facebook
Aside from the conversations occurring directly through your Facebook Messenger account within Zendesk, no other data from your Zendesk account, such as ticket metadata, is shared with Meta in connection with the use of the Facebook Messenger integration. Only conversations occurring directly through your Facebook Messenger account will be accessible by Meta.
24 comments
Prakruti Hindia
Wanted to drop an update about being able to distinguish between social messaging channels.
We have rolled out support to associate brand with a social messaging integration. For instance, we can assign brand A to FB page X. In order to route all messaging tickets from FB page X to certain group of agents, we can setup Support Triggers with -
- Prakruti
0
Benoit Smagghe (Client)
Hi,
What if a Brand has several FB pages (one in country A and one in county B)
All the messages coming from Page A need to go to group 1 and all the messages coming from Page B need to go to group 2.
As we cannot select the Integration account, I don't know if this set up is doable now.
Do you have any tips for that ?
Thanks !
2
Prakruti Hindia
Hi Benoit,
Being able to distinguish between multiple integrations of the same channel within the same brand is not possible at the moment. Addressing it is on this year's roadmap.
- Prakruti
3
Administration Account
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
0
Óskar Ómarsson
Just wanted to add that my organization is also waiting for Zendesk to improve the handling of multiple Facebook pages.
It is vital for us to be able to route messages to different pages to the correct groups.
This appears to be possible with the old way to integrate Facebook private messages to Zendesk Support, very strange that this isn't supported from the get go with this new improved method of integrating Facebook messages into Zendesk.
0
Julio Cesar
@..., you can route messages from multiple Facebook pages to differents groups by chosing a different brand for each facebook page. I don't know if this could help you, but it did help here.
0
Óskar Ómarsson
Thanks @... this helps.
@Zendesk this sounds like this feature is a bit "undercooked" as using "Branding" feels very much like a workaround.
The assumption that brands and Facebook business pages have a one-to-one relationship is quite naive.
@... how is the timeline for this?
Best regards
Oskar
3
Amandine
Hi guys,
I have some concerns about Zendesk "solved" and Facebook "done" statuses.
I would like that both act the same: a Zensek ticket marked as "solved" would change the Facebook status to "done" and a FB ticket moved to "done" would change the ZD ticket status to "solved".
How can it be done?
Thanks!
Vincent
0
Thomas D'Hoe
Prakruti Hindia
Do we have an update on this one? https://support.zendesk.com/hc/en-us/articles/4408835753370/comments/4408849125786
We have a lot of customers where this is a problem because we can't route tickets based on the integration account level. Thanks
1
Prakruti Hindia
Hi everyone,
We see that accounts setup a different social messaging profile for each of their brands. To address that, the capability to associate a social messaging integration to their brand was introduced.
We have noted the feedback shared on this thread. Surfacing integration/business profile information for agent context and routing is on the roadmap.
-Prakruti
0
Óskar Ómarsson
Prakruti Hindia in your last reply, 8 months ago you stated that this was on the one year roadmap, now 8 months later you say that this feedback has been noted and this is on the roadmap. What does that mean? Are we talking about another 8 months? 24 months? Or is this yet another shortcoming of Zendesk that you are just not going to address at all?
1
Elena
Hello everyone,
Do you know if this feature also support live chat with Facebook chat plugin (in my website) ?
Thank you
0
Dion
You can use the widget but it will come in like all other Facebook plugins (probably). Though they do not tell the difference between the Messenger web/app or this widget and apparently we do not support this.
0
Gilles Vanagtmael
Hi all!
Any update on this one? https://support.zendesk.com/hc/en-us/articles/4408835753370/comments/4408849125786
We notice that this is becoming more and more important and that some customers are even starting to drop out because of the lack of this functionality.
Thanks!
P+
0
Nicole Saunders
Hi Giuditta -
Can you confirm that you have Agent Workspace turned on?
0
Maxi Cooper - menze
Hi. I was told that Meta APIs do include information about where the user is navigating when they
send a Facebook message, Zendesk plans to include this information somehow in the future?
For eg. if a Facebook user is on a specific post and send a message to receive that ticket with the post url as context.
Thanks!
1
Simon
Thanks in advance.
0
Toshikazu Asaka
We have been receiving scam such as
"Important Notification:
Your Facebook page is scheduled for permanent deletion due to a post that has infringed upon our trademark rights. We have reached this decision after a thorough review and in accordance with our intellectual property protection policies."
How can I configure auto solve ticket or block in Admin setting?
I have tried several ways with trigger, automation and chat trigger that didn't work at all.
Please advise if someone knows. Thank you!
1
JR Lausin
Upon checking the issue is already being look at by the premier team. This type of issue is best handle via ticket so I'm going to merge this request to your existing ticket.
Sincerely,
0
JR Lausin
This request was closed and merged into request #12261555 "Hi Zendesk team. I have a questi...".
0
MH Berk
JR Lausin how was this spam issue resolved? Were having the same issue as Toshikazu Asaka
1
Gab
With regards to receiving spam notifications for the Facebook channel, our Product team is working to update the conditions on triggers for the comment text/body to also read the body of these FB tickets. So you will be able to do this when we alter this functionality.
I recommend following our Announcements (https://support.zendesk.com/hc/en-us/sections/200623776-Announcements) & Release Notes (https://support.zendesk.com/hc/en-us/sections/360004061994-Release-Notes) from time to time to know more about our new features and to receive alerts for all enhancements as they are released. Thank you!
0
Heather Rommel
Note, Step 5 no longer shows when setting this up. Where do we go to update these settings?
0
Jennifer Rowe
Thanks for letting us know, Heather! We'll take a look and get back to you.
0