Guides

This guide explains how to correctly connect your Facebook Page Messenger to erxes and test whether it's working properly.

Connect Facebook Messenger

1. Go to Settings.
2. Navigate to Integration.
3. Select Facebook Messenger and click +Add.

4. Click Continue with Facebook and log in using the Admin account of the Facebook Page you want to connect.

   Important:

   • You must log in with a Facebook Page Admin account.
   • If you are not an Admin, the connection will fail.
   • If the Admin account’s password is changed, the connection will be lost.
   • erxes recommends using a dedicated, non-personal Facebook account as the Admin for long-term stability.
   • If Admin rights are revoked, the connection will break. Only the Admin can restore it.
5. Click Next.
6. Click Select next to your Facebook Page name — it must be Selected.
7. In the Integration Name field, enter: [Fb messenger] Facebook Page Name
8. Select a Brand.
   • If not created, click Create Brand, then select it.
9. Select a Channel.
   • If not created, click Create Channel, then select it.
10. Click Save.

Test the Integration

1. Send a message to your Facebook Page via Messenger.
2. Open the Team Inbox in erxes.
3. Confirm that the message appears in the conversation list.
4. In the To send your message field, enter your response and send.
5. Check if the response was delivered to the Facebook Messenger customer.

If Facebook Messages Are Not Appearing in Team Inbox

1. Check if your account is included in the Channel

• Go to Settings → Channel
• Select the Channel linked to Facebook
• Check if your erxes account is listed under Members

2. Verify the Channel is selected during Facebook Integration

• Go to Settings → Integration
• Find Facebook Messenger
• Click Edit
• Ensure a Channel is selected

3. Recheck the Facebook connection

• Go to Settings → Integration
• Click +Add under Facebook Messenger
• Click Next
• If Select is available next to the Page, the connection may be lost.
  • Re-select the Page, enter Integration name, Brand, and Channel again
  • Click Save

If you cannot select the Page, assume the connection is still valid. Retry or contact the erxes Support Team for help.

Illustrated instructions :

1. Go to Settings .
   
2. Go to Integration .
   
3. Select Facebook Messenger and click +Add .
   

4. Click Continue with Facebook and log in with the "Admin" account of the Facebook page you want to connect to .

   • Note : If the account is not an "Admin" account, the connection will not be successful, and the "Admin" account that has been connected cannot change its Facebook password. The connection will be disconnected every time you change it. Therefore, Erxis recommends that you create a non-personal, unused account for the "Admin" account and connect to it.
   • If the "Admin" account's "Admin" rights are revoked, the connection will be lost. Only the "Admin" account will be able to reconnect properly, so it is necessary to select the correct "Admin" account.

   
   

5. Click the Next button.
   

6. Click Select next to the Facebook page name .

   • It must be Selected .

   

7. In the Integration Name field, enter [Fb messenger] as the Facebook page name .
8. Select the Brand section.
   (If you haven't created one, you can create one by clicking Create Brand and selecting it).
9. Select the Channel section.
   (If you haven't created one, you can create one by clicking Create Channel and selecting it).
10. Click the Save button to save the settings.
    

Test and check:

1. Chat on the Facebook page's messenger.
   
2. Go to the erxes Team Inbox window.
   
3. The message will be successful when it enters the message section.
4. In the " To send your message " section, type your response to the conversation and check if it arrives in the messenger of the user on the other side.

If Facebook page messages are not coming to TeamInbox, here are some things to check:

Check if the erxes account you are checking is included in the channel:

1. Go to Settings .
   
2. Go to Channel .
   
3. Check if your information is in the Member section (erxes Account name).
   
   
   
   

Check if Channel is selected in Facebook connection:

1. Go to Settings .
   
2. Go to Integration .
   
3. Click on Facebook Messenger .
   
4. Click the Edit button and make sure Channel is selected.
   
   

Check your Facebook connection again:

1. Go to Settings .
2. Go to Integration .
3. Click +Add in the Facebook Messenger section .
4. Click the Next button.
5. Click Select next to the Facebook page name .
   • If Select is available , consider the connection missing and select Integration name , Brand , and Channel again to save.

If you are unable to select , please assume the connection was successful and try other methods again, or contact our support team for assistance.