Configure ACD messaging for Facebook Messenger

AI-generated summary

Genesys Cloud provides a Facebook Messenger integration that enables customers to contact agents through Facebook business pages using ACD messaging channels. The integration requires specific licensing (Genesys Cloud CX 2, CX 3, CX 4, or Digital Add-on variants) and appropriate messaging and Facebook integration permissions. Configuration occurs through Digital and Telephony > Message > Platform Integrations, where users create a new integration and authenticate via Facebook Login. Genesys Cloud automatically retrieves owned Facebook pages during authentication. Users must assign a name to the integration, select the target Facebook business page, and choose a supported content profile or use the default. Each integration connects to only one page; multiple pages require separate integration instances. Key operational constraints include a seven-day response window for messages, with responses sent after this period failing to deliver. The integration status displays as "Active" once successfully configured, and users can delete the integration through the interface if needed. Important considerations include automatic logout when navigating away from the configuration page and the requirement to recreate the integration if the associated Facebook account password changes, as this severs the connection. After establishing a working Facebook integration, users can configure message flows in Architect to complete the ACD messaging setup for Facebook Messenger. A specific limitation exists regarding Facebook integration deletion: when a Facebook integration is removed, users cannot respond to messages that remain in the left-side queue. The documentation includes a feedback mechanism allowing users to report issues with article accuracy, completeness, clarity, and relevance. Related resources include articles on messaging , messaging pricing, ACD messaging configuration for WhatsApp, third-party messaging , and general third-party messaging documentation

PrerequisitesClick to expand

The Genesys Cloud for Facebook Messenger integration provides a way for your customers to go to your Facebook business page. Then these customers can use Facebook Messenger to interact with your agents who are using Genesys Cloud ACD messaging channels. All you have to do is log in to Facebook through Genesys Cloud and configure a few settings to connect the Genesys Cloud for Facebook Messenger integration to your Facebook business page.

To set up your Genesys Cloud for Facebook Messenger integration:

Click Admin.
Under Message, click Platforms.
Click Menu > Digital and Telephony > Message > Platform Integrations.
Click Create New Integration.
Click the Facebook Messenger tile. The Facebook Messenger page appears.
Note: The status text next to the Facebook Messenger icon shows New.
Click Facebook Login.
When you see the Facebook login dialog box, enter your credentials and click Log In.
Note: When you log in to Facebook, Genesys Cloud creates its own session and automatically retrieves any Facebook pages that you own. When creating additional Facebook integrations, you must select all of your Facebook pages integrated with Genesys Cloud, not just the newest addition.
- After you log in to Facebook, two boxes appear in the page.
In the Name box, type a name that you want to assign to your Facebook Messenger integration.
In the Page Name box, select the Facebook business page to which you want to connect the Facebook Messenger integration.
Click Save.
In the Supported Content list, select a supported content profile. If you do not select a supported content profile, the integration uses the default content profile.
Click Save again.

Notes:

The status text under the Facebook Messenger icon now shows Active to indicate that you have logged into Facebook through Genesys Cloud.
The Save button changes to a Delete button. You can use this button to remove the integration.
You can only connect one page to a Genesys Cloud for Facebook Messenger integration. If you want to connect more than one page, you have to create an instance of the Genesys Cloud for Facebook Messenger integration for each page.
When you begin using your Genesys Cloud for Facebook Messenger integration, keep in mind that you must respond to messages from Facebook Messenger within seven days. After seven days, any messages you attempt to send in response will result in an error and are not delivered.

Once you have a working Facebook integration and have configured ACD messaging for Facebook Messenger, then you can configure message flows in Architect.

Warnings:

If you navigate away from this page, click Save, click Delete, or click Cancel. Genesys Cloud automatically logs you out of the current Facebook session.
If you create a Facebook integration and then later change your Facebook account password, you sever the connection between your integration and Facebook Messenger. To re-establish the connection, you have to delete and recreate your Facebook integration.
If you delete your Facebook integration, you are unable to respond to messages still on the left side in the queue.

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Configure ACD messaging for Facebook Messenger

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