Facebook Messenger channel setup
Receive and answer private Facebook Page messages in INSIDE through a connected Messenger account.
What it is
Facebook Messenger brings private messages sent to your Facebook Page into INSIDE. Operators answer in the conversation while customers remain in Messenger. Public Page feed replies use a separate option.
Who uses it and why
- Administrators arrange Page access, account options and authorisation with Powerfront.
- Operators answer private messages and review supported attachments and button replies.
- Visitors message your business through its Facebook Page.
Where to find it
Powerfront manages Facebook Messenger in Settings › General Settings › Integrations. The account editor includes Account Setup, Business Hours, Virtual Assistant, Post Chat Survey and Service Levels.
Operators open Messenger conversations on the floor.
How it works
Messages sent to the connected Page become INSIDE conversations. Supported incoming content includes text, images, audio, video, files, shared locations and interactive replies.
A customer's button selection can display readable text in the transcript and supply a separate answer to a task question. Messenger's initial get-started action does not submit an answer to the current task field.
Operators can send supported text, attachments, product or offer cards and interactive choices. INSIDE can mark incoming content as seen through Messenger. Messenger read events update matching outgoing messages.
Page-origin messages and message echoes have separate handling to avoid sending the same content round again.
Configure it
Ask Powerfront to authorise the Page and enable Enable Facebook Messenger Integration. The Facebook account completing authorisation needs full control of the selected Page.
The standard connection selects Facebook Page after Facebook authorisation. Use custom Meta App exposes manual application and Page credentials where required. Powerfront also completes the Page subscription and callback setup.
Agree the Page account's business hours, task choices, survey link and service-level targets with Powerfront, then test a customer message and operator reply.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Facebook Messenger Integration | Settings › General Settings › Integrations › Account Setup | channel | On in the new-account editor; Off if never saved | Powerfront | Enables private Messenger messages for the selected Facebook Page, separately from its public feed option. |
| Use custom Meta App | Settings › General Settings › Integrations › Account Setup | channel | Off for a new account | Powerfront | Uses a custom Meta application and manual connection details rather than the standard Facebook authorisation flow. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations › Account Setup | Yes | Names the Page connection in INSIDE. |
| Facebook Page | Settings › General Settings › Integrations › Account Setup | No | Selects the authorised Facebook Page for the standard connection flow. |
| Page ID | Settings › General Settings › Integrations › Account Setup | No | Identifies the Page when using manual application settings. |
| Page Access Token | Settings › General Settings › Integrations › Account Setup | No | Authorises messaging for the Page when using manual application settings. |
| App ID | Settings › General Settings › Integrations › Account Setup | No | Identifies a custom Meta application where selected. |
| App Secret | Settings › General Settings › Integrations › Account Setup | No | Authorises the selected custom Meta application where needed. |
Limits and good to know
- Private Messenger and public feed integration have separate enable switches. One does not prove the other is working.
- Replies outside the normal 24-hour calculation use provider message tags. Provider acceptance still depends on the Page and message eligibility.
- A message can appear in INSIDE and subsequently receive a provider error. Check its status before assuming the customer received it.
- The shared Messenger typing-send and operator reaction actions are unimplemented in this release.
- A Page access token can become invalid after account security changes or changes to the authorising user's access.
Depends on and works with
View all connections as a list
This feature uses
- Message delivery and read receiptsEnhances
Read callbacks and send failures update message status.
- Attachments in conversationsEnhances
Messenger exchanges supported attachments.
- Messaging channel connectionsRequires
Powerfront connects and manages the Page account.
- Messaging conversationsRequires
Messenger conversations retain Page-specific customer identity.
- Webhooks and message statusRequires
Messenger callbacks provide messages, button replies and read events.
- Virtual Assistant tasks in messaging channelsEnhances
Supported task choices appear as Messenger buttons or cards.
- Post-chat surveys in messaging channelsEnhances
The Page account can send a post-chat survey link.
- Facebook public thread repliesRelated
Public Facebook replies use a separate feed option from private Messenger messages.
Used by
- Webhooks and message statusConfigured by
Messenger Page authorisation and subscriptions determine which callbacks reach INSIDE.
- Virtual Assistant tasks in messaging channelsEnhances
Messenger presents supported choices as buttons or cards.
- Facebook public thread repliesRelated
Private Messenger and public feed replies have separate enable switches on the Page account.
FAQ and troubleshooting
Why can we receive Page messages but not public comments?
Private Messenger and public feed integration are separate. Ask Powerfront to review the public-feed setup and its support for your existing connection.
Why does connecting the Page report a permission problem?
The Facebook account completing authorisation needs full control of that Page. Powerfront can repeat the connection once the appropriate Page access is in place.
Why did replies stop after a Facebook security change?
The Page token may no longer be valid. Ask Powerfront to check the connection and renew authorisation where needed.
Can we send any message after 24 hours?
No. INSIDE uses message tags for the out-of-window path, and the provider can reject messages that do not qualify.
Do customers see an INSIDE typing indicator or operator reaction?
Those outbound Messenger actions are not implemented in this release.