Facebook Integration

Note: When Facebook messaging is used, the customer name is stipulated by Facebook. Added in FP14.

Setting Up a Direct Facebook Integration

  1. Set up Facebook. For an example configuration, see SAP Note 2615651 .

    You need the callback URL (http[s]://smsserverlocalhttpserverip:port/messaging/facebook/facebook) from the contact center.

    It should be via proxy or directly pointing to SMS Server in Infrastructure Administrator > SMS Server > Local HTTP Server .

    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. Define the following SMS Server variables in Infrastructure Administrator (IA):
    • Local HTTP Server Address

    • Local HTTP Port

    • Local HTTP Certificate (optional)

      If HTTPS is not used then certificates are not necessary. But if you use HTTPS, the certificate name should be same as the server address (IP address or domain name).

    • HTTP Proxy Policy:

      Named: Give the HTTP proxy address in the HTTP Proxy Name field

      Automatic: The proxy setting will be taken from the Internet options of the HAC user

      Default Proxy: Retrieves the static proxy or direct configuration from the registry. This option is deprecated in OS win 8.1 and newer.

      No Proxy: No proxy is used.

    • HTTP Proxy Name:

      The address of the proxy server if the value Named is selected for HTTP Proxy Policy

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

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

  4. In the Authentications block, enter:

    1. Facebook app ID and secret


      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 Item Authentication ID Password


    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:



    Only one account can have the app: prefix.

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


    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 > Messinger > Setting.


    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.

  5. 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.