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Facebook Chat Plugin

JQ Lee Updated by JQ Lee

The Facebook Customer Chat Plugin allows customers to chat through Facebook Messenger on your website. If your website visitors already have a conversation history with your Facebook page, the history will be visible on Facebook Chat Plugin.

The Facebook Chat Plugin

This helps to create a single experience for your contacts and enables you to continue the conversation even after they have left your webpage. However, it requires website visitors to be logged in to their Facebook account to chat. Visitors that are not logged in will be prompted to do so.

Creating a Facebook Chat Plugin Script

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Facebook Messenger channel

Once you have located the Facebook Messenger channel, press Chat Plugin.

FB Chat Plugin Setting Channels
Add Fb Chat to website

Step 3: Specify the domains

Enter the domains that you would like to add to the Facebook Chat Plugin.

Step 4: Select a theme color

Using the interactive color picker, choose a color that best suits the brand and the website.

Step 5: Proceed to obtain the script

Press NEXT and obtain the script to be added to the webpage. Alternatively, you can send the instructions to someone else, or read our documentation.

Refer to this guide on how to add the script to your website.

Configuring Advanced Settings

You do not need to update the script if you made changes to the advanced settings. The script only needs to be installed once.

In Advanced Settings, Facebook Chat Plugin Behaviour can be adjusted. To adjust Facebook chat plugin behaviour:

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels.

Step 2: Locate the Facebook Messenger channel

Once you have located the Facebook Messenger channel, press Chat Plugin.

Step 3: View Advanced Settings

Press Advanced Settings to show the additional settings.

Add FB chat to website advanced settings

The parameters you can adjust are outlined below:

Display Greeting Dialog

The widget can be set in three modes:

  • Show: greeting pops open after a set delay.
  • Hide: only the messenger logo will be shown until the user clicks.
  • Fade: greeting pops up after set delay then fades away.

Greeting Dialog Controls

The following Greeting Dialog controls can also be adjusted:

  • Greeting Dialog Delay: set the time to pop up in seconds.
  • Greeting message for logged-in user: greeting message for users whose browser is already logged into Facebook.
  • Greeting message for logged-out user: greeting message for users whose browser is not logged into Facebook.

Add Reference Code

A reference code can be added to Contacts who chat with you through the chat plugin.

Reference codes are useful for identifying where a specific contact came from and is great for starting Workflows.

Step 4: Save changes

Press NEXT and DONE for the changes to take effect.

Installing the Chat Plugin

Installing the Facebook Chat Plugin will be similar to installing the web chat widget. Please refer to this guide on how to install the chat plugin.

Troubleshooting

Chat Plugin Not Showing/Loading

Try the following methods:

  1. Check if the web page URL starts with HTTPS, Facebook Chat Plugin may not work on websites without SSL certificates.
  2. Check the domain is whitelisted correctly in Facebook Chat Plugin Settings.
Having trouble with the channel? Contact us here!

Chat Plugin Not Showing/Loading (Installed With Wix)

Try the following method:

  1. Move the Facebook Chat Plugin to the top of the Tracking Tools & Analytics list.
Chat Plugin Not Showing/Loading
Having trouble with the channel? Contact us here!

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