Connect Facebook Messenger

Messenger connects a Facebook Page, so messages sent to the Page arrive in your inbox and replies go back to the customer on Messenger.

What you need

• A Facebook Page you manage with the admin role.

Steps

1. Open the STS Connect Inbox and go to Settings → Inboxes → Add Inbox.
2. Choose Messenger and press the Facebook login button.
3. Sign in, allow STS Connect to manage messages for your Page, and select the Page from the list.
4. Give the inbox a name and add the agents who should answer.

Send a message to your Page from a personal Facebook account to confirm it appears in the inbox.

Tips

• Only one Page per inbox. Add another inbox for another Page.
• If a Page stops receiving messages, reconnect it from the inbox settings; this refreshes the Page's access token.
• You can reply to a customer up to 7 days after their last message. Inside the first 24 hours anything goes; after that, the reply must be a human agent's answer to their request, not a promotion.