Facebook Messenger Integration

Note: When Facebook Messenger is used, the customer name is stipulated by Facebook.

Setting Up a Direct Facebook Messenger Integration

  1. Set up Facebook Messenger.

    You need the callback URL, which is typically of the following format, depending on the AWS region in which your service is running:
    Region URL
    Europe https://login-eu-c1.cc.sinch.com/[tenantname]/sms/facebook/facebook
    North America https://login-na-w2.cc.sinch.com/[tenantname]/sms/facebook/facebook
    Australia https://login-au-s2.cc.sinch.com/[tenantname]/sms/facebook/facebook
    Africa https://login-af-s1.cc.sinch.com/[tenantname]/sms/facebook/facebook
    1. Set up the Facebook app and page using an admin account.

      This is an ordinary Facebook account promoted as a developer account. For more information, see https://developers.facebook.com/docs/messenger-platform/guides/setup.

    2. Set up a webhook by entering the callback URL.

      Once it is set up, you will have the Facebook page ID and page access token. They are needed to set up configurations for the contact center.

  2. Configure messaging services in System Configurator > System Management > Messaging Services:

    Add a new service or modify an existing one for Facebook Messenger integration and define the following settings:

  3. In the Authentications block, enter:

    1. Facebook app ID and secret

      Note:

      The system will work without the configuration of app ID and secret but then there is no security check. Therefore, for security reasons, we recommend that you configure them.

    2. One or more entries of page ID and page access token

    Table 1.
    Facebook Configuration ItemAuthentication IDPassword

    App

    There can be only one app in the contact center system.

    Enter app ID located in Facebook Graph API Explorer > Settings > Basic with a prefix app:.

    For example:

    app:1234567890123

    Note:

    Only one account can have the app: prefix.

    Enter the app secret located in Facebook Graph API Explorer > Settings > Basic.

    Page

    There can be as many pages as needed.

    Enter page ID located in Facebook Graph API Explorer > Products > Messenger > Setting.

    Enter page access token located in Facebook Graph API Explorer > Products > Messenger > Setting.

    Note:

    If you change your Facebook password, you have to generate a new token in Facebook > Settings > Access Tokens and enter it here as a password.

  4. Create a new queue or update an existing one and add a queue address as PageID@facebook.com.

    Depending on the configuration, one queue can handle multiple pages, or there can be one queue per page.