Configure ACD messaging for Facebook Messenger

  • PureCloud 3 license
  • Messaging > Integration > All permission 
  • Facebook account
  • Published Facebook business page
  • An approved Facebook app

PureCloud ACD messaging provides a way for your customers to use Facebook Messenger to interact with agents who are using PureCloud.

Before you can configure ACD messaging for Facebook Messenger, you must have an approved Facebook app that is specially configured for PureCloud. You must also have a Facebook business page on which you connect your app to PureCloud. For more information, see Create a Facebook app for PureCloud.

To configure ACD messaging for Facebook Messenger, you need your Facebook App ID and App Secret. 

To find your App ID and App Secret:

  1. Open a browser and access your Facebook developer page.
  2. Locate the App Dashboard and select your app.
  3. From the App Dashboard, click Settings.
  4. Click Basic to view the App Details panel.
  5. Take note of your App ID and App Secret.

Warning: Before you attempt to configure an ACD messaging integration for Facebook, you must log out of all other Facebook sessions. Failure to do so can cause unpredictable behavior during the configuration process. 

To configure ACD messaging:

  1. Click Admin.
  2. Under Message, click Platforms.
  3. Click Add Platform.
  4. Click Add in the Facebook Messenger tile. The Facebook Messenger page appears.
    Note: The status text next to the Facebook Messenger icon should show New.
  5. Type your App ID
  6. Click Log in with Facebook.
  7. When you see the Facebook login dialog box, enter your credentials and click Login.
    Note: When you log in to Facebook, PureCloud creates its own session and automatically retrieves your page information.
  8. In the Name box, type a name that you want to assign to your integration.
  9. In the App Secret box, type the secret code that you set up with your Facebook app.
  10. In the Page Name box, select the appropriate page.
  11. Click Save.
  • The status text under the Facebook Messenger icon should show Active to indicate that you are now logged into Facebook through PureCloud.
  • The Save button changes to a Delete button. You can use this button to remove the integration, if you need to do so at a later date.

Warning: If you navigate away from this page, click Save, click Delete, or click Cancel, PureCloud will automatically log you out of the current Facebook session. 

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

Note: If you create a Facebook integration and then later change your Facebook account password, you will sever the connection between your integration and Facebook Messenger. To re-establish the connection will have to delete and recreate your Facebook integration.

Disclaimer: The third-party application configuration information in this article is provided as general instruction and is subject to change by the third-party. Best practice recommends that you review the third-party’s official documentation to confirm that you follow the most recent process.