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Version: 10All Creatio products

Set up the Facebook Messenger channel

The Facebook Messenger channel lets you chat with customers who message your Facebook Page, without leaving Creatio. Set it up from the Add channel mini page in the Customer communication hub section — Creatio registers the channel and connects it to your Facebook Page automatically.

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The Facebook Messenger channel is part of the Customer Communication Hub app. Agents process the resulting chats in the Agent Inbox, provided by the Contact Center app.

A Facebook integration must already be configured for your Creatio instance before you can add this channel. If it isn't, the Add channel → Facebook Messenger action shows Facebook integration is not configured. instead of the setup mini page. Ask your system administrator to configure the Facebook integration first.

You need permission to the "Access to "Chat settings" section" (CanManageChats code) system operation. Learn more: System operation permissions. Make sure you're an admin of the Facebook Page you want to connect. If you plan to use AI in the channel, seed your knowledge base first so the AI has content to answer from.

Before you begin, 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)

If any of these settings are empty, contact Creatio support.

Create the channel​

  1. Open the Customer communication hub section from the "Contact Center Supervisor", "Case management", or "Service" workplace.

  2. Click Manage channels to open the Communication channels toggle panel. Under Messaging channels, click Add channel → Facebook Messenger to open the mini page.

  3. Log in with Facebook and select the Page you want to connect, then select the queue that handles chats coming through this Page in the Queue field.

    If your Facebook account has several Pages, Creatio asks you to choose a Facebook Page to connect after you log in. Click the Page to connect. If Creatio can't register the Page, it shows an error, for example, Unable to add channel. You can find the setup requirements in the article.

  4. Click Next to continue to the AI setup.

  5. Keep or adjust the AI settings for the channel (optional).

    Out of the box, the Use AI in the channel checkbox is selected, with the "Sofia, AI assistant" personality, a friendly tone of voice, and the Customer Support Agent connected. You can change any of these before saving.

  6. Click Save to add the channel.

    Creatio opens the Channel connected step with the Send your first message and Close buttons.

  7. Click Send your first message to send a test message to your Page (optional).

    Before you go live, confirm that the chat lands in the Agent Inbox under the queue you selected.

As a result, Creatio creates the Facebook Messenger channel and connects it to your Page. Messages customers send to the Page create chats routed to the selected queue.

Edit the channel​

  1. Open the Customer communication hub section from the "Contact Center Supervisor", "Case management", or "Service" workplace.

  2. Click the channel in the list to open its settings page.

  3. Use the Channel status area above the tabs to activate or deactivate the channel (optional).

  4. Click the General tab to update the channel name, queue, or language in the Channel details expansion panel (optional).

    The tab also shows a read-only link to the connected Facebook Page — Creatio doesn't currently support reconnecting a different Page here.

  5. Click the AI Automation tab to adjust the AI settings (optional).

    • Select or clear the Use AI in the channel checkbox.
    • Set Audience rollout (%), the share of incoming chats AI handles. The rest go to agents.
    • Click Edit under AI personality to change the assistant's name, role, and tone of voice.

  6. Save your changes in the top panel.

As a result, Creatio applies your changes to the live channel.

To change the connected agents and knowledge sources, use Change agents on the AI Automation tab. Learn more: Set up AI in the chat channel.

See also​

Set up chat routing

Chat workflow

Set up the web chat channel

Set up AI in the chat channel