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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 — 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.

Make sure you have the "Can manage chats" permission and that 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. Open the Manage 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 set:

    • Queue — select the queue that will handle chats coming through this Page.

  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 finishing.

  6. Click Finish to add the channel.

  7. Send a test message to your Page. (Optional)

    Confirm the chat lands in the Agent Inbox under the queue you selected before you go live.

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 card above the tabs to activate or deactivate the channel. (Optional)

  4. Click the General tab to update the channel name, queue, or language. (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)

    • Toggle Use AI in the channel on or off.
    • Set Audience rollout (%) — the share of incoming chats AI handles; the rest go straight to agents.
    • Under AI personality, click Edit to change the assistant's name, role, tone of voice. Connected agents and knowledge sources are managed separately, via Change agents — see Set up AI in the chat channel.

  6. Save your changes in the top panel.

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

See also​

Set up chat routing

Set up chat processing

Set up the web chat channel

Set up AI in the chat channel