Adding Facebook Messenger channels

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<span class="attentiontitle"></span> Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.</div>
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<div class="note fastpath" style="margin-right: 0px;">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Channels &gt; Messaging and social &gt;
Messaging</span>
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<p class="p">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.</p>
<p class="p">Facebook Messenger is used for <em class="ph i">private messaging</em> with your customers, and Facebook is
used for <em class="ph i">public messaging</em> with your customers. To set up Facebook, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242" target="_blank">Setting up your public Facebook channel</a>.</p>
<p class="p">You must be an administrator to add Facebook Messenger channels.</p>
<p class="p">This article includes these sections:</p>
<ul class="ul" id="topic-1__ul_mfq_zvj_smb">
<li class="li"><a class="xref" href="#topic_ow1_tbj_smb">Adding a Facebook Messenger
channel</a></li>
<li class="li"><a class="xref" href="#topic_e5s_bcj_smb">Next steps</a></li>
<li class="li"><a class="xref" href="#topic_drz_ybj_smb">Limitations</a></li>
<li class="li"><a class="xref" href="#topic_w4b_lf3_ywb">No other data shared with
Meta/Facebook</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ow1_tbj_smb">
<h2 class="title topictitle2" id="ariaid-title2">Adding a Facebook Messenger channel</h2>
<div class="body">
<p class="p">You must be an admin to add Facebook Messenger.</p>
<p class="p">The following video gives you an overview of how to add a Facebook Messenger channel:</p>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="225" src="https://fast.wistia.net/embed/iframe/z65vpd7mkb" width="400"></iframe></p>
<p class="p">Automating a Facebook Messenger channel [1:40]</p>
<p class="p" dir="ltr"><strong class="ph b">To add a Facebook Messenger channel</strong></p>
<ol class="ol" id="topic_ow1_tbj_smb__ol_css_tbj_smb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ow1_tbj_smb__d8e744" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt;
Messaging</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Add channel</strong> and select <strong class="ph b">Facebook Messenger</strong>.</li>
<li class="li">From the <strong class="ph b">Add Facebook Messenger</strong> screen, click <strong class="ph b">Continue with
Facebook</strong>.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_vhc_5zj_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_facebook_sign_in_initial_v2.png" width="400"></p>
</li>
<li class="li">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. </li>
<li class="li">Select all the Facebook pages you want to manage in Zendesk, and ensure page permissions
are toggled to <strong class="ph b">Yes</strong>.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_alh_zlx_pqb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/fb_messenger_permissions_toggle.png" width="300"></p>
</li>
<li class="li">On the <strong class="ph b">Add Facebook Messenger</strong> screen, choose a Facebook page from the list and
then click <strong class="ph b">Next</strong>.<p class="p"><img class="image img-screenshot" id="topic_ow1_tbj_smb__image_pj2_h1k_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_facebook_choose_page.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Add channel</strong>.<p class="p">When the channel connects successfully, a <strong class="ph b">Channel
added</strong> message appears.</p>
</li>
<li class="li">Enter a <strong class="ph b">Channel name</strong>. </li>
<li class="li">If your account has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple brands</a>, select a <strong class="ph b">Brand</strong> to
associate with the channel.</li>
<li class="li">Click <strong class="ph b">Save settings</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e5s_bcj_smb">
<h2 class="title topictitle2" id="ariaid-title3">Next steps</h2>
<div class="body">
<p class="p" dir="ltr">After you add Facebook Messenger channels, you may need to complete these
additional tasks:</p>
<ul class="ul" id="topic_e5s_bcj_smb__ul_ysv_ccj_smb">
<li class="li">
<strong class="ph b">Set roles for agents</strong> who will participate in social messaging conversations. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6073485578010" target="_blank">Give agents access to messaging</a>. </li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Adjust your Facebook Messenger business rules and views</strong>, as needed. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824058138#topic_nbm_dsl_2mb" target="_blank">Setting triggers, automations, and views for social
messaging</a>.</p>
<p class="p">When using Facebook Messenger, you need condition statements that read <strong class="ph b">Channel + Is
+ Facebook Messenger</strong> and <strong class="ph b">Brand + is + [selected brand]</strong>.</p>
<p class="p"><img class="image img-screenshot" id="topic_e5s_bcj_smb__image_jmx_fbk_smb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_fb_condition_trigger_v3.png" width="300"></p>
<p class="p">Do not use <strong class="ph b">Facebook Private Message</strong> in your condition statements.</p>
</li>
<li class="li">
<strong class="ph b">Set up auto-responders</strong> for your Facebook channels. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838007578" target="_blank">Sending automatic responses to social messages</a>.</li>
<li class="li" dir="ltr">
<p class="p"><strong class="ph b">Add your Facebook accounts</strong>, if you want to send and receive public messages from
Facebook pages. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242" target="_blank">Setting up your Facebook channel</a>. When you do, make sure that
the setting to capture incoming direct messages as tickets remains disabled.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_drz_ybj_smb">
<h2 class="title topictitle2" id="ariaid-title4">Limitations</h2>
<div class="body">
<p class="p" dir="ltr">This section describes some limitations about using Facebook Messenger in
Zendesk.</p>
<ul class="ul" id="topic_drz_ybj_smb__ul_a2v_zbj_smb">
<li class="li">There's a 2000-character limit for messages sent through Facebook Messenger. Messages
longer than that will not be delivered.</li>
<li class="li">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.</li>
<li class="li">
<p class="p" dir="ltr">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.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_w4b_lf3_ywb">
<h2 class="title topictitle2" id="ariaid-title5">No other data shared with Meta/Facebook</h2>
<div class="body">
<p class="p">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.</p>
</div>
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