Facebook Messenger
Connecting a Facebook Page to chat with customers over Facebook Messenger.
Last updated
Connecting a Facebook Page to chat with customers over Facebook Messenger.
Last updated
To connect Facebook, a Facebook Page is required. Read our guide to create a Facebook Page.
Facebook Messenger is the free instant messaging on Facebook that allows users to send text messages, photos, videos and voice messages.
Learn how to connect your Facebook page to IS-Messenger here. Once connected, Facebook has several features to help you encourage your current and potential customers to send a message to your Facebook Messenger.
The Facebook Messenger Channel has some unique features:
Facebook Chat Plugin - a website chat widget using the Facebook Messenger infrastructure.
Private Replies - sends a message to users who comment on Facebook Page posts.
Message Tag - sends a tagged message to contacts after the 24 hour messaging window.
The Facebook Messenger Channel has a 24-hour messaging window. When a contact sends a message through the Facebook channel, you will have 24 hours to reply to them.
Facebook Messenger's Messaging Window is now extended to 7 days because IS-Messenger platform has been selected to participate in Facebook HUMAN_AGENT tag Closed Beta program.
If you wish to send a message after 24 hours, your messages will be automatically tagged with HUMAN_AGENT and sent to the contact.
If you need to send a message to the contact after 7 days, you will need to send tagged messages to the contact.
For more information, look at the page Message Tag.
Another option to message Contacts outside the messaging window is with Recurring Notifications. If you ask a Contact to opt-in during the messaging window, daily, weekly or monthly messages are allowed. These must be set up in the Facebook Messenger Platform, and you'll receive replies to these messages in IS-Messenger.
Due to recent changes implemented by Facebook for pages and users in the European Union, the event reference will not be passed to our platform reliably by Facebook. Therefore, automation that requires an event reference as a trigger will not work as expected.
To chat with your customers over Facebook Messenger, connect a Facebook Page.
Facebook Page is required and you must be the Admin of the Facebook Page to connect.
Step 1: Navigate to Channel Settings From Settings Module, navigate to the menu item, Channels
Step 2: Add Channel Press Add Channel and choose Messenger. The Connecting Facebook Messenger dialog should open up.
Step 3: Connect with Facebook Press the Connect With Facebook button.
Step 4: Sign in with a Facebook Account Sign in using the Facebook account that has admin access to the page you would like to connect to.
Step 5: Select the Facebook Page You will be provided options on which page you would like to connect. Select the page
Step 6: Complete the setup at IS Messenger Press DONE to complete the setup
Once you completed the setup, any messages sent to your Facebook page will now be received in your Space.
Facebook Messenger channel can be configured with a unique: - Channel Name - Greeting Message
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 Configure
Step 3: Make the necessary configuration You can configure the following:
Channel Name - Name used internally to identify the account
Step 4: Update the configuration Press Done to update the channel configuration
Learn more about how to send a broadcast here.
Due to the Messaging Window, only messages with Message Tags can be used as broadcast messages.
Note that promotional content is not allowed; if this is detected by Facebook’s algorithm, a business may be banned from sending messages.
Another option to send bulk promotional messages is with Facebook’s Recurring Notifications feature. This cannot be set up in the Broadcasts module, but must be done through the Facebook Developer Platform. Responses to these messages will go to your IS-Messenger inbox.
Learn how to deal with failed broadcast messages here.
You can use Facebook Messenger for free.
Facebook Messenger requires customers to send your business the first message to start a conversation.
There are a few ways to encourage customers to initiate a chat:
Chat links: This is an m.me URL that you can add to your website or in newsletters. When customers click the link, they will be directed to your Facebook Page in Messenger to chat with you.
QR codes: A QR code can be placed in physical locations, such as hotels, restaurants or malls. When customers scan the code, they will be directed to your Facebook Messenger to chat with you.
Chat Plugin: This allows customers to message you directly using the chat widget on your website.
Facebook comment auto replies (private replies): You can set up your Facebook Page to automatically send a private message to any customer who comments on your Page's posts.
Click to Messenger Ads: These are Facebook ads that can be placed in various places on Facebook, Facebook Messenger and Instagram. When customers click the ad, they will be directed to your Facebook Messenger to chat with you.
These are the capabilities of Facebook Messenger:
Supported File Types
The file types supported by Facebook Messenger and the maximum file size for each type are as follows:
Image (25 MB)
Audio (25 MB)
Video (25 MB)
For any unsupported file type or file that exceeds the maximum file size sent via Facebook Messenger, the file will automatically be turned into a URL link on the IS-Messenger platform.
The table outlines the availability of message statuses in Facebook Messenger.
Message Status
Availability
Sent
✅
Delivered
✅
Read
✅
Failed
✅
Messaging Window
When Contacts send a message to your business through this channel, you have 24 hours to reply to them. You can extend this window to 7 days with Facebook Message Tags. Learn more about Facebook Message Tags here.
Broadcasts
You can send a broadcast content to your Contacts, but a Facebook Message Tag is required. Learn more about how to send a broadcast here.
You are not allowed to send marketing messages to your Contacts without their permission. If this is detected by Facebook’s algorithm, your business may be banned from sending messages. Learn how you can request permission to send marketing messages here.
References
References in Facebook Messenger are used to track the source of a conversation. By adding a referral parameter to the end of your m.me URL, you can track where your Contacts are coming from when they click on the link.
This information helps you to identify the best-performing content across various mediums like blogs, videos, social media and ads, so that you can optimize your campaigns to reach out to more customers.
Learn how to add a reference when creating a Facebook Widget or QR Code.
Due to changes implemented by Facebook for pages and users in the European Union, the reference will not be passed to our platform reliably by Facebook. Therefore, automation that requires a reference as a trigger will not work for some Contacts as expected.
Rate Limits
A rate limit is the number of API calls an app or user can make within a given time period defined by the channel. Learn more about the rate limits for this channel here.
To connect a Facebook channel a Facebook Page is required.
Facebook rules say Contacts must message you first before you can message them back. You can share your QR code or m.me link with your Audience.
Following Facebook policy, Businesses have up to 24 hours to respond to a user. We have added Human Tag which allows the conversation to stay open for 7 days. You can learn more about it here.
You can send Message tags for important and personally relevant updates to contacts outside the standard messaging window, the approved use cases are Confirmed Event Update, Post Purchase Update, and Account Update.
Using tags outside of the approved use cases may result in restrictions on the Page's ability to send messages (message tags may not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts).
You can use Private Replies to send a message to any user that comments on one of your Facebook Page Posts automatically. If the Facebook user replies to this message, the reply will be shown in IS Messenger and become a contact.
Go to Facebook Business Settings:
If you have more than one business, select the relevant business to verify status.
Under Business Info, find your Business verification status.
If your business is not verified, click Start Verification
The Start Verification button may appear disabled when you don't have an app associated with your business. In your Facebook app dashboard Navigate to Accounts > Apps and click + Add to add your business app.
Return to the Business Info section, and refresh the webpage.
Provide the following documentation to verify your Facebook Business Manager ID
Messages sent in response to your ad will be shown however the details of the ads will not be shown on the platform due to the limitation of facebook.
On the IS-Messenger platform, click Settings > Growth Widget > + Add Widget.
Select QR Code option and click Create Widget.
Select Facebook Messenger as the QR code type > Select the connected Facebook Messenger Channel for which you want to create the QR code.
Click Download and select the size of the QR code you want to save.
Learn more about Growth Widgets here.
Occasionally, when the user who connected Facebook changes their Facebook password and permission will be outdated. Permissions will need to be refreshed.
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 Troubleshoot
Step 3: Refresh Permission Press Refresh Permission to refresh Facebook permissions.
Step 4: Send a test message Send a test message to the Facebook message and check if it arrived.
Having trouble with the channel? Contact us here!
When the read receipts cannot be received at the IS Messenger platform, the permissions are outdated and needs to be refreshed.
Refer to the troubleshooting solution for Messages Are Not Arriving on how to refresh the Facebook page permission.
Happens when connecting through a private network where Facebook is blocked.
Try the following methods:-
Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook
Connect to a different internet or wi-fi and reconnect with Facebook
Having trouble with the channel? Contact us here!
This can happen when an ad blocker is being used.
Try the following methods:-
Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook
Turn off the ad-blocker temporarily
Having trouble with the channel? Contact us here!
This can happen if the user rejects Facebook Permissions upon pressing Connect With Facebook, or the Facebook configuration does no initialize correctly.
Step 1: Check the App Connection
Navigate to the Business Integrations page on Facebook. Ensure IS-Messenger entry appears in the Active tab
Step 2: Check the permissions
Click View and edit. Ensure all permissions have been toggled on and checked.
Step 3: Save and retry connection
Click Save and try to connect.
If the page is still not available, proceed to the following steps.
Step 4: Navigate to Channel Settings
From Settings Module, navigate to the menu item, Channels
Step 5: Locate the Facebook Messenger channel
Once you have located the Facebook Messenger channel, press Troubleshoot
Step 6: Refresh Permission
Click Refresh Permission to refresh Facebook permissions.
Step 7: Allow access
Click Edit access and make sure to enable access to the email address. Then, click Continue to proceed to the next dialog. Click Choose what you allow and select the businesses and page conversations that you want IS-Messenger to manage. Click the back arrow icon to return to the previous dialog, and click Continue.
Step 8: Token updated and send a test message
When the token is updated successfully, send a test message to test the connection.
This can happen if IS-Messenger is not the Primary Receiver.
Try the following methods:
If your message cannot be sent out due to the reason: "Another app is controlling this thread now", make sure IS-Messenger is the Primary Receiver of your Facebook page. This can be configured in your Facebook page’s Settings → Advanced Messaging → Connected Apps and click on “Configure”.
Mark as Done the conversations from the Facebook Page Inbox once the conversation is over.
