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  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
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    • How to Create Automated Welcome and Away Messages
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    • How to Route New and Returning Contacts
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    • How to Route New and Returning Contacts
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  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Channel Features
  • Messaging Window
  • Connecting Facebook Messenger
  • Channel Configuration
  • Broadcast Capabilities
  • Pricing
  • Capturing Conversation
  • Frequently Asked Questions
  • Can I connect my personal Facebook Messenger Account?
  • How can I start a conversation with a Facebook Contact?
  • Are there any restrictions to the type of Messages that I can send to my Contacts?
  • How can I start a conversation when someone comments on my Facebook posts?
  • How can I verify my Facebook Business Manager Account?
  • Do you support Facebook Ads Message?
  • How can I create a QR Code for my Facebook Messenger account?
  • Troubleshooting
  • Messages Are Not Arriving
  • Unable to Receive Read Receipts
  • Blank Screen When Clicking Connect to Facebook
  • Facebook Page Dropdown shows No Data
  • The Facebook Page To Be Connected Is Not Being Shown
  • Unable to Send Out Messages
  1. MESSAGING CHANNELS

Facebook Messenger

Connecting a Facebook Page to chat with customers over Facebook Messenger.

PreviousChannel OverviewNextFacebook Messenger Quick Start

Last updated 1 year ago

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 . Once connected, Facebook has several features to help you encourage your current and potential customers to send a message to your Facebook Messenger.

Channel Features

The Facebook Messenger Channel has some unique features:

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.

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.

Connecting Facebook Messenger

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.

Channel Configuration

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

Broadcast Capabilities

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.

Pricing

You can use Facebook Messenger for free.

Capturing Conversation

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:

Channel Capabilities

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.

Message Status Availability

The table outlines the availability of message statuses in Facebook Messenger.

Message Status

Availability

Sent

✅

Delivered

✅

Read

✅

Failed

✅

Messaging Window

Broadcasts

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.

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

Frequently Asked Questions

Can I connect my personal Facebook Messenger Account?

To connect a Facebook channel a Facebook Page is required.

How can I start a conversation with a Facebook Contact?

Are there any restrictions to the type of Messages that I can send to my Contacts?

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).

How can I start a conversation when someone comments on my Facebook posts?

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.

How can I verify my Facebook Business Manager Account?

  1. If you have more than one business, select the relevant business to verify status.

  2. Under Business Info, find your Business verification status.

  3. If your business is not verified, click Start Verification

    Return to the Business Info section, and refresh the webpage.

  4. Provide the following documentation to verify your Facebook Business Manager ID

Do you support Facebook Ads Message?

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.

How can I create a QR Code for my Facebook Messenger account?

  1. On the IS-Messenger platform, click Settings > Growth Widget > + Add Widget.

  2. Select QR Code option and click Create Widget.

  3. Select Facebook Messenger as the QR code type > Select the connected Facebook Messenger Channel for which you want to create the QR code.

  4. Click Download and select the size of the QR code you want to save.

Troubleshooting

Messages Are Not Arriving

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.

Unable to Receive Read Receipts

When the read receipts cannot be received at the IS Messenger platform, the permissions are outdated and needs to be refreshed.

Blank Screen When Clicking Connect to Facebook

Happens when connecting through a private network where Facebook is blocked.

Try the following methods:-

  1. Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook

  2. Connect to a different internet or wi-fi and reconnect with Facebook

Facebook Page Dropdown shows No Data

This can happen when an ad blocker is being used.

Try the following methods:-

  1. Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook

  2. Turn off the ad-blocker temporarily

The Facebook Page To Be Connected Is Not Being Shown

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

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.

Unable to Send Out Messages

This can happen if IS-Messenger is not the Primary Receiver.

Try the following methods:

  1. 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”.

  2. Mark as Done the conversations from the Facebook Page Inbox once the conversation is over.

​ - a website chat widget using the Facebook Messenger infrastructure.

​ - sends a message to users who comment on Facebook Page posts.

​ - sends a tagged message to contacts after the 24 hour messaging window.

For more information, look at the page .

Another option to message Contacts outside the messaging window is with . 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.

Learn more about .

Another option to send bulk promotional messages is with Facebook’s 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 .

: 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.

: 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.

: This allows customers to message you directly using the chat widget on your website.

: You can set up your Facebook Page to automatically send a private message to any customer who comments on your Page's posts.

: 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.

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 .

You can send a broadcast content to your Contacts, but a is required. Learn more about .

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 .

Learn how to when creating a Facebook Widget or QR Code.

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 .

Facebook rules say Contacts must message you first before you can message them back. You can share your QR code or 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 .

Go to :

The Start Verification button may appear disabled when you don't have an app associated with your business. In your Navigate to Accounts > Apps and click + Add to add your business app.

Learn more about .

Having trouble with the channel? Contact us !

Refer to the troubleshooting solution for on how to refresh the Facebook page permission.

Having trouble with the channel? Contact us !

Having trouble with the channel? Contact us !

Navigate to the page on Facebook. Ensure IS-Messenger entry appears in the Active tab

⚙️
Facebook Chat Plugin
Private Replies
Message Tag
Message Tag
Recurring Notifications
how to send a broadcast here
Recurring Notifications
deal with failed broadcast messages here
Chat links
QR codes
Chat Plugin
Facebook comment auto replies (private replies)
Click to Messenger Ads
Supported File Types
Message Status Availability
Messaging Window
Broadcasts
References
Rate Limits
Facebook Message Tags here
Facebook Message Tag
how to send a broadcast here
request permission to send marketing messages here
add a reference
rate limits for this channel here
m.me
here
Facebook Business Settings
Facebook app dashboard
Growth Widgets here
here
here
here
Business Integrations
Messages Are Not Arriving
connect your Facebook page to IS-Messenger here