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Version: 8.1

Set up Facebook Messenger integration

Level: beginner

Set up Facebook Messenger integration to let contact center agents process messages sent via your Facebook Page chat in Creatio.

Before you start setting up the WhatsApp channel, make sure the following system settings are populated:

  • "Identity server Url" ("IdentityServerUrl" code)
  • "Identity server client id" ("IdentityServerClientId" code)
  • "Identity server client secret" ("IdentityServerClientSecret" code)
  1. Set up chat processing in Creatio. Read more >>>
  2. Add the Facebook Messenger channel. Read more >>>
  3. Set up a third-party chatbot for message processing (optional). Read more >>>

Add Facebook Messenger channel​

Add the channel to let Creatio send and receive messages on behalf of your Facebook Page. Perform the setup in the Chat settings section of the System Designer.

  1. Click the button to open the System Designer.

  2. Click Chat settings.

  3. Click the button in the Channels list. Select "Facebook messenger" in the drop-down menu. This will open the Facebook login window.

  4. Set up integration with your Facbeook page:

    1. Log in to Facebook.

    2. Select the checkboxes for the pages you would like to synchronize with Creatio. You can only set up synchronization for Facebook Pages and not for personal profiles.

    3. Click Continue.

      Fig. 1 Selecting a Facebook Page to synchronize with Creatio
      Fig. 1 Selecting a Facebook Page to synchronize with Creatio

    4. Allow Creatio to manage your Facebook Page. This will let Creatio send and receive messages using the Facebook Messenger channel on behalf of your brand. If you restrict Creatio from managing the page, the chat functionality may not work properly.

      Creatio will add a separate channel for each of the selected pages. The channel name will match the name of the corresponding Facebook page.

      Fig. 2 Setting up access to page management
      Fig. 2 Setting up access to page management

  5. Activate the channel and link it to a queue to process messages from the new channel in the communication panel. In the mini page that opens:

    1. Select the Chat queue that will process the messages that come via this channel.
    2. Select the expected channel message Language. This will let the agents use quick reply templates in the customer language.
    3. Click Save.
    Fig. 3 Activate chat channel
    Fig. 3 Activate chat channel

  6. Repeat step 5 for all other channels if needed.

note

Keep in mind that you can only connect a single Facebook page to a single Creatio application. If you add the channel to several applications, e.  g., development, testing, and production environments, only the last integrated instance will receive messages.

Set up third-party chatbot integration (optional)​

Creatio allows you to integrate third-party chatbots that will process common user requests, reducing the load on the agents. This option is only available for Facebook Messenger chats. The chatbot setup and Facebook integration procedure depend on the bot platform. These instructions are usually available in the bot platform's vendor documentation.

This functionality requires:

To integrate Creatio with the chatbot:

  1. Go to the "Settings" section of your Facebook page → "Advanced Messaging."

  2. Configure the "Messenger receiver" parameters in the "Connected Apps" block:

    Parameter

    Value

    Primary Receiver for Handover Protocol

    Your bot platform

    Secondary Receiver for Handover Protocol

    Creatio Social application

    Fig. 3 Configuring the Messenger receiver
    Fig. 3 Configuring the Messenger receiver

    As a result, the chatbot will process messages sent to your Facebook Page. Creatio will display them in the Chats section. The Agent field will be left empty for bot-processed chats.

See also​

Set up chat processing

Chat access

Set up Telegram integration

Set up WhatsApp integration

Work with chats