| REQUIRED USER ROLE Administrator |
The first step in connecting with Customers over Facebook Messenger is to connect your company’s Facebook account to Gladly. To set up this integration, you will need to:
- Create or leverage an existing Facebook Business Page for your company.
- Have an Admin account access to your Facebook Business Page.
- Grant Gladly all the appropriate permissions.
Make sure you’re logged into the Facebook Business account before continuing.
Watch Out – We recommend not adding an Entry Point(s) until you’re ready to receive incoming requests
Upon adding a new Entry Point, incoming requests from that Entry Point automatically route to the corresponding Channel’s primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel’s default inbox.
- Voice/SMS – Phone numbers can be purchased and held onto until you’re ready to complete the setup by connecting them as Entry Points.
- Chat (Glad App) – Upon configuring Glad App, it’s available to receive incoming chat requests as soon as it’s embedded on your website. Chats are routed to the Chat Channel’s default Inbox.
- Social Channels – Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel’s default Inbox.
- Email – Once an email address is added, it’s ready to receive inbound emails in the email Channels’ default Inbox as long as email forwarding is activated.
Use Exceptions to link an Entry Point to a different Inbox if you don’t want to use the Channel’s default Inbox.
Note – Popup blockers
If you’re using popup blockers, turn it off temporarily to allow the Facebook login modal to appear.
Note – Avoid using additional automation with Facebook Messenger
While Gladly works well with other Business Integrations, for Facebook Business, Gladly should be the sole destination for all inbound messages.
- Gladly does not support the Handover Protocol, meaning Gladly will not relinquish control of the Conversation to a third party or field request to take control of messages from third parties.
- Use of other Facebook automation (e.g., Facebook bots, auto-replies) should be avoided. Please use Gladly Rules to create additional automation within Gladly.
How to deactivate automation and find out if you’re using them
- Go to Facebook Business Integration Settings.
- Click the Active tab to view all active integrations
- Click the toggle next to an integration to deactivate automation.
2FA
If your Facebook Business page is set up for 2FA, you must also set up your Facebook account for 2FA if you are the Administrator adding the integration into Gladly.
- Click
on the top left corner of the screen. - Click Settings.
- Under the Channels category, click Facebook Pages. The Facebook Pages page will show you a list of Facebook Pages configured in Gladly.
- The Facebook Pages page also includes the following details:
- Page Name – Name of the Facebook account.
- Facebook Page ID – The Facebook Page ID associated with the account.
- Added By – Name of the person who added the account in Gladly.
- Added On – Date and time the account was added in Gladly.
- The Facebook Pages page also includes the following details:
- Click Add Facebook Pages to add a new account.
- A window will pop up, prompting you to log into your Meta business account. Enter your Meta business email address and password.
- If you’re already logged in – Click Continue as [account name] to proceed.
- If it isn’t the right profile – Click Log into another account to log in using another email or password.
- If you see ‘Can’t Load URL’ error – This error means that your company’s login domain must be allowed. Please contact Gladly Support and provide this error.
- A prompt will appear asking you to provide Gladly access. Click Continue as [account name].
- Once logged in, you’ll see a list of the Facebook Page(s) for which your Meta account has administrative privileges. Click OK to set the page as the Entry Point to Gladly.
- At this point, the Facebook account is added as a new Entry Point. Next, go to the Entry Points settings page to link Facebook to a default Inbox.
- You can update the default Inbox where you want inbound Facebook messages. Add an exception if you have other Facebook accounts you want to link to a different Inbox.
- Click Save.
- Facebook Messenger is now added to your Messaging Channel. Agents assigned to the Inbox used for Facebook will receive new Facebook messaging requests whenever they’re available in the Messaging Channel.
- Once connected, Customers who use the Send Message option (through Facebook Messenger) on your company’s Facebook page can contact you. Likewise, if your Customer’s Facebook information is added to their Customer Detail information, you can contact them directly through their account.
on the top left corner of the screen.See Create and Reply to Facebook Messages to learn how to help Customers on Facebook Messenger.
