Adding Facebook Messenger channels

Social Messaging add-on








Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.


Location: Admin Center > Channels > Messaging and social >
Messaging

This article describes how you can add Facebook Messenger channels. Facebook Messenger is a
popular American messaging app that enables you to send private messages through Facebook.
Facebook Messenger is used for private messaging with your customers, and Facebook is
used for public messaging with your customers. To set up Facebook, see Setting up your public Facebook channel.
You must be an administrator to add Facebook Messenger channels.
This article includes these sections:

Adding a Facebook Messenger
channel
Next steps
Limitations
No other data shared with
Meta/Facebook



Adding a Facebook Messenger channel

You must be an admin to add Facebook Messenger.
The following video gives you an overview of how to add a Facebook Messenger channel:

Automating a Facebook Messenger channel [1:40]
To add a Facebook Messenger channel

In Admin Center, click
Channels in the sidebar, then select Messaging and social >
Messaging.
Click Add channel and select Facebook Messenger.
From the Add Facebook Messenger screen, click Continue with
Facebook.

When prompted, log in to your Facebook account as a user with Admin permissions for all
accounts being added, then follow the on-screen instructions to authorize Zendesk to use
your Facebook account.
Select all the Facebook pages you want to manage in Zendesk, and ensure page permissions
are toggled to Yes.

On the Add Facebook Messenger screen, choose a Facebook page from the list and
then click Next.

Click Add channel. When the channel connects successfully, a Channel
added message appears.

Enter a Channel name.
If your account has multiple brands, select a Brand to
associate with the channel.
Click Save settings.




Next steps

After you add Facebook Messenger channels, you may need to complete these
additional tasks:


Set roles for agents who will participate in social messaging conversations. See
Give agents access to messaging.

Adjust your Facebook Messenger business rules and views, as needed. See Setting triggers, automations, and views for social
messaging.
When using Facebook Messenger, you need condition statements that read Channel + Is
+ Facebook Messenger and Brand + is + [selected brand].

Do not use Facebook Private Message in your condition statements.


Set up auto-responders for your Facebook channels. See Sending automatic responses to social messages.

Add your Facebook accounts, if you want to send and receive public messages from
Facebook pages. See Setting up your Facebook channel. When you do, make sure that
the setting to capture incoming direct messages as tickets remains disabled.





Limitations

This section describes some limitations about using Facebook Messenger in
Zendesk.

There's a 2000-character limit for messages sent through Facebook Messenger. Messages
longer than that will not be delivered.
When an agent uses Facebook Messenger to respond to a direct message, the agent's
response does not sync to Zendesk. Agents must post messages in Zendesk to see their
responses in Zendesk.

Facebook Messenger allows a business only seven days to respond to the end
user before the messaging window closes. To prevent messages from being sent but not
delivered, the composer will be blocked once the messaging window is closed. The only
way to re-open is if the end user sends a new message.





No other data shared with Meta/Facebook

Aside from the conversations occurring directly through your Facebook Messenger account
within Zendesk, no other data from your Zendesk account, such as ticket metadata, is shared
with Meta in connection with the use of the Facebook Messenger integration. Only
conversations occurring directly through your Facebook Messenger account will be accessible
by Meta.