Facebook-related Integrations
The Facebook Messenger Channel has some unique features:
- Facebook Messenger - a website chat widget using the Facebook infrastructure.
- Facebook Page- 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.
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 erxes 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.
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 for some Contacts as expected.
Facebook Messenger is available at the erxes marketplace for all users when you get started with erxes. When you install the Team Inbox plugin, the Facebook Messenger plugin comes with it, as it’s one of the core plugins erxes provides.
⚙️ Self-hosted client, please go to the plugin installation documentation to install the Inbox plugin after installing the erxes XOS.
💻 SaaS clients, when you sign-up for the erxes Messenger plugin, will be there already, so just follow this guideline to get started with this plugin.
The Facebook Messenger sections can be found in the settings on the lower left-hand side of the screen when you enter erxes. By selecting the “add-ons” plugin, then you will see erxes messenger. Clicking on the “+Add” button, you will be taken to the Facebook Messenger page.
Prerequisite.
Before you start integrating your Facebook Messenger, you need to make sure you have created your brands & channels
To efficiently manage your customer communications when you have several brands and team units like departments or products/services operating in your organization, you need to create brands and channels dedicated to those separate units.
- Brands are usually linked to the source of communication channels dedicated to products and services. Please find more information here
- Channels are usually linked to team members dedicated to channels like Sales, Marketing, etc. Find more about it here
The process of integrating Facebook messenger is similar to the operation of integrating your Facebook page. After completing the integration, all of your organization’s messages will be automatically sent to your team’s shared inbox on erxes. To connect your messenger:
- You must be an admin.
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An erxes system administrator must permit you.
- If you added the organization on erxes, you will be permitted.
Follow the steps below to connect your Facebook Messenger
Step1. In the settings menu, click on Intergrations.
Step 2. In the window that appears, select Facebook Messenger and click +add.
Step 3. Click continue with Facebook.
Step 4. Continue as Amura and login with your admin email.
Step 5. Click the OK button.
Step 6. After returning to the login window, select the name you want to choose.
Step 7. Click next and select the Facebook page you want to connect to.
Step 8. Once selected, click next.
Step 9. Choose your name, brand and channel.
Step 10. Click the save button to save.
Step 11. Click on the Facebook Messenger button to make sure the connection is established.
