Table of Contents

Facebook Messenger Overview

JQ Lee Updated by JQ Lee

To connect to Facebook, a Facebook Page is required. Read our guide to create a Facebook Page.

The Facebook Messenger Logo

Facebook Messenger (or simply Messenger) is a messaging app developed by Facebook. The service has over 1.2 billion total users.

Channel Features

The Facebook Messenger Channel has some unique features:

  • Facebook Chat Plugin - a website chat widget using the Facebook Messenger infrastructure.
  • Private Replies - sends a message to users who comment on Facebook Page posts.
  • Message Tag - sends a tagged message to contacts after the 24-hour messaging window.

Messaging Window

The Facebook Messenger Channel has a 24-hour messaging window. When a contact sends a message through the Facebook channel, you will have 24 hours to reply to them.

Facebook Messenger's Messaging Window is now extended to 7 days because respond.io platform has been selected to participate in Facebook HUMAN_AGENT tag Closed Beta program.

If you wish to send a message after 24 hours, your messages will be automatically tagged with HUMAN_AGENT and sent to the contact.

If you need to send a message to the contact after 7 days, you will need to send tagged messages to the contact.

For more information, look at the page Message Tag.
Another option to message Contacts outside the messaging window is with Recurring Notifications. If you ask a Contact to opt-in during the messaging window, daily, weekly or monthly messages are allowed. These must be set up in the Facebook Messenger Platform, and you'll receive replies to these messages in respond.io.
Due to recent changes implemented by Facebook for pages and users in the European Union, the event reference will not be passed to our platform reliably by Facebook. Therefore, automation that requires an event reference as a trigger will not work for some Contacts as expected.

Connecting Facebook Messenger

To chat with your customers over Facebook Messenger, connect to a Facebook Page.

Facebook Page is required and you must be the Admin of the Facebook Page to connect.

Step 1: Navigate to Channel Settings

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

Step 2: Add Channel

Press Add Channel and choose Messenger. The Connecting Facebook Messenger dialog should open up.

Connect your Facebook channel dialog

Step 3: Connect with Facebook

Press the Connect With Facebook button.

 Connecting Facebook Messenger dialog

Step 4: Sign in with a Facebook Account

Sign in using the Facebook account with admin access to the page you would like to connect to.

Step 5: Select the Facebook Page

You will be provided options on which page you would like to connect. Select the page.

Step 6: Complete the setup at respond.io

Press DONE to complete the setup.

Once you have completed the setup, any messages sent to your Facebook page will now be received in your Space.

Channel Configuration

Facebook Messenger channel can be configured with a unique channel name.

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 Configure.

Settings Module Channels

Step 3: Make the necessary configuration

You can configure the following:

  • Channel Name - Name used internally to identify the account.
Configure Facebook messenger

Step 4: Update the configuration

Press Done to update the channel configuration.

Broadcast Capabilities

Tip: Learn more about how to send a broadcast here.

Due to the Messaging Window, only messages with Message Tags can be used as broadcast messages.

Note that promotional content is not allowed; if this is detected by Facebook’s algorithm, a business may be banned from sending messages.

Tip: Another option to send bulk promotional messages is with Facebook’s Recurring Notifications feature. This cannot be set up in the Broadcasts module, but must be done through the Facebook Developer Platform. Responses to these messages will go to your respond.io inbox.

Frequently Asked Questions

Can I connect my personal Facebook Messenger Account?

To connect to a Facebook channel a Facebook Page is required. You can create a Facebook page here.

How can I start a conversation with a Facebook Contact?

Facebook rules say Contacts must message you first before you can message them back. You can share your QR code or m.me link with your Audience.

Are there any restrictions to the type of Messages that I can send to my Contacts?

Following Facebook policy, Businesses have up to 24 hours to respond to a user. We have added Human Tag which allows the conversation to stay open for 7 days. You can learn more about it here.

You can send Message tags for important and personally relevant updates to contacts outside the standard messaging window, the approved use cases are Confirmed Event Update, Post Purchase Update, and Account Update.

Using tags outside of the approved use cases may result in restrictions on the Page's ability to send messages (message tags may not be used to send promotional content, including but not limited to deals, offers, coupons, and discounts).

How can I start a conversation when someone comments on my Facebook posts?

You can use Private Replies to send a message to any user that comments on one of your Facebook Page Posts automatically. If the Facebook user replies to this message, the reply will be shown in respond.io and become a contact. You can learn how to enable the feature here.

How can I verify my Facebook Business Manager Account?

Go to Facebook Business Settings:

  1. If you have more than one business, select the relevant business to verify status.
  2. Under Business Info, find your Business verification status.
  3. If your business is not verified, click Start Verification. The Start Verification button may appear disabled when you don't have an app associated with your business. In your Facebook app dashboard Navigate to Accounts > Apps and click + Add to add your business app. Return to the Business Info section, and refresh the webpage.
  4. Provide the following documentation to verify your Facebook Business Manager ID.

Do you support Facebook Ads Message?

Messages sent in response to your ad will be shown however the details of the ads will not be shown on the platform due to the limitation of Facebook.

Troubleshooting

Messages Are Not Arriving

Occasionally, when the user connected to Facebook changes their Facebook password, the permission will be outdated and needs to be refreshed.

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 Troubleshoot.

Settings Channels FB

Step 3: Refresh Permission

Press Refresh Permission to refresh Facebook permissions.

FB Messenger Troubleshooting

Step 4: Send a test message

Send a test message to the Facebook message and check if it arrived.

Having trouble with the channel? Contact us here!

Inability to Receive Read Receipts

When the read receipts cannot be received at the respond.io platform, the permissions are outdated and needs to be refreshed.

Refer to the troubleshooting solution for Messages Are Not Arriving on how to refresh the Facebook page permission.

Blank Screen When Clicking Connect to Facebook

Happens when connecting through a private network where Facebook is blocked.

Try the following methods:

  1. Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook.
  2. Connect to a different internet or wi-fi and reconnect with Facebook.
Having trouble with the channel? Contact us here!

Facebook Page Dropdown shows No Data

This can happen when an ad blocker is being used.

Try the following methods:

  1. Use another browser such as Chrome, Firefox, Safari, Opera and reconnect with Facebook.
  2. Turn off the ad-blocker temporarily.
Having trouble with the channel? Contact us here!

The Facebook Page To Be Connected Is Not Being Shown

This can happen if the user rejects Facebook Permissions upon pressing Connect With Facebook, or if the Facebook configuration does not initialize correctly.

Step 1: Verify the App Connection

Navigate to the Business Integrations page on Facebook. Verify respond.io entry appears in the Active tab.

Verify permissions for respond.io on Facebook

Step 2: Verify the permissions

Press View and edit. Verify all permissions have been toggled and checked on.

Verify respond.io on Facebook

Step 3: Save and Retry

Press Save and try to connect. If the page is still not available proceed to the next step.

If the problem persists, try the following steps.

Step 4: Navigate to Channel Settings

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

Step 5: Locate the Facebook Messenger channel

Once you have located the Facebook Messenger channel, press Troubleshoot.

respond.io FB Messenger troubleshooting page

Step 6: Refresh Permission

Press Refresh Permission to refresh Facebook permissions.

FB Refresh Permission

Step 7: Verify Permissions

Press Edit settings and select the page with issues. Verify the page is selected and all permissions are enabled for that page.

Verify FB Page Configuration

Step 8: Save and Retry

Press Complete and retry by sending a test message.

Inability to Send Out Messages

This can happen if respond.io is not the Primary Receiver.

Try the following methods:

  1. If your message cannot be sent out due to the reason: "Another app is controlling this thread now", make sure respond.io is the Primary Receiver of your Facebook page. This can be configured in your Facebook page’s Settings → Advanced Messaging → Connected Apps and click on “Configure”.
  2. Mark as Done the conversations from the Facebook Page Inbox once the conversation is over.
Having trouble with the channel? Contact us here!

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