Facebook Messenger provisioning and customizations

Graia CCaaS seamlessly integrates with Facebook Messenger using a multi-tenant application that is handled and kept up-to-date by the Graia CCaaS Team. Setting up the new Facebook Messenger chat channel is straightforward, quick, and safe. It doesn't require any development skillsSkill – A reference to Attributes that are associated to Agents to handle inbound Conversations. or ownership of a Facebook application approved by Facebook.

Graia CCaaS takes care of the complex setup process for you, all done in the background and automatically. Your only requirement is to have a Facebook account that administers a Facebook page, which you intend to link with Graia CCaaS and use as an entry point for the channel.

Provisioning a Facebook Messenger chat channel in Graia CCaaS

To start setting up your Facebook Messenger chat channel with Graia CCaaS, make sure you have:

1. A Facebook page. You can create one by following the instructions in this Facebook page guide. Additional Facebook help can be found here.
2. Administrator rights to the Facebook page. Understand the permissions of an Administrator by reading this Facebook guide.

After meeting these requirements, you're ready to create your new Facebook Messenger chat channel. Here's how:

1. Go to the Graia CCaaS Portal and sign in.
2. In the Chat Section, click on Facebook.
3. Click the +Create button to open a new window.
4. Click on "Login with Facebook" to access your Facebook account through a secure page.
5. Continue as your current Facebook user or switch accounts to log in with the appropriate admin account. Click "Continue" after logging in.
6. Choose the Facebook pages you want to link with Graia CCaaS for handling Messenger chats. Selecting all pages gives Graia CCaaS access to them, simplifying future setups. Click "Next" when done.
7. Facebook will show the permissions Graia CCaaS needs. Graia CCaaS uses these to:
   • Manage and access Messenger conversations: Agents reply via Graia CCaaS on behalf of your page. Graia CCaaS won't send messages on its own.
   • Read content posted on the Page: This helps Graia CCaaS identify the Page ID to automatically generate an access token and configure settings.
   • Manage Page accounts, settings, and webhooks: Necessary for configuring the integration, adding Graia CCaaS's application to your page, and setting up webhooks.
   • Display a list of managed pages: This is to show you a list of your pages in a later step.
8. Keep all permissions enabled and click "Done". Once linked, click "OK". You can review these settings at Facebook Business Integrations.
9. Back in Graia CCaaS, select the page you want to use from the list and click "Next". Note that pages already in use by other similar applications cannot be used.
10. Name your Facebook Messenger chat channel, choose a workflow, a business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. and a categorization rule, then click "Next".
11. Set your business hoursBusiness Hours – A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab., timezone, holidays and exceptions then click "Next".
12. Add your completion codesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes. (disposition or closure codes) and click "Create".
13. All set! To check which page is linked to a channel, use the "Open page on Facebook" button.

Customization options for Facebook Messenger

While Graia CCaaS doesn't provide direct customization options for Facebook Messenger, this guide will help you understand how to customize and embed Messenger on your website using Facebook's tools.

Customizing & Embedding Facebook Messenger:

1. As the administrator of your Facebook Page, visit https://business.facebook.com/.
2. On the right side, choose the page you want to customize and click on 'Inbox'.
3. In the top-right corner, click the cog wheel and select 'View all settings'.
4. Choose the 'Chat plugin' option.
5. Click 'Setup', enter your website's URL, and follow Facebook's instructions to embed the widget on your site.
6. To customize the Messenger widget, open the Customize your Chat plugin section.
7. You have the following customization options available:
   • Enable or disable guest chat.
   • Modify the button color.
   • Choose from 3 button display styles: Icon only, Icon and Text, or Text only.
   • Change the chat button icon.
   • Select one of 3 text options for the button.
   • Decide the prominence of your Messenger button.
   • Choose between Standard and Compact sizes for both the chat button and the chat window.
   • Position the chat button on the left or right side.

Facebook Messenger chat & Graia CCaaS limitation

The integration of Facebook Messenger chat with Graia CCaaS currently has the following limitations:

• Attachment Size Control: There is no ability to control the size of attachments sent by customers via Messenger. This is managed solely by Facebook Messenger, whereas Graia CCaaS restricts attachment size for agents.
• Typing Indicator: The typing indicator is not visible to Graia CCaaS agents since Facebook doesn't support this feature yet. However, customers using Facebook Messenger chat will see when agents are typing.
• Attachment Rendering: Graia CCaaS agents cannot view certain types of attachments from Facebook Messenger, including stickers, GIFs, and large emojis. Agents can access these by opting to download them via a direct link.
• Message Delivery Status (Seen): The Graia CCaaS agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set. does not support message delivery status. Customers will know their message has been seen when an agent or the system responds.
• Message Reactions: Reactions to messages in Facebook Messenger are not supported in the Graia CCaaS Agent application. While customers can react to messages, this information isn't relayed to Graia CCaaS.
• Quick Replies Limit: Although Graia CCaaS can handle more, only 13 quick replies will be forwarded to Facebook Messenger due to a current limitation set by Facebook.
• Attachment Storage: Attachments sent from Facebook Messenger are not stored within Graia CCaaS. Instead, Graia CCaaS provides agents with a link to download the attachments directly from Facebook.

First time configuration

This section is handled by Graia CCaaS representatives.

For the initial setup of the multi-tenant application, it's necessary to configure a callback URL and a verify token. These should be acquired from the development team, as they need to be integrated into the variables.

Setting up the Callback URL:

1. Go to developers.facebook.com > My apps.
2. Choose the new application.
3. Head to Messenger > Settings > Callback URL.
4. Enter the callback URL and verify token provided by the development team, then click 'Verify'.

Note that this setup is only required if there's a need to create additional applications or more Graia CCaaS environments. This step is not needed for each customer, as Graia CCaaS manages all subsequent processes automatically after the application's initial configuration is complete.

Limit on concurrent Facebook conversation

The amount of concurrent Facebook conversations is tied to your agent seat count. The current formula to apply limit is: Agent seat count * 10.