Facebook integration

To connect the Facebook page to UseDesk, open the "Channels" - "Facebook" section and click "Add".

Note! Only a public Facebook page, to which you have full administrative access, can be connected to Usedesk. In this case, if the person who added the page to Usedesk loses administrator access, the page must be tied again.

1. Fill in the Facebook authorization form;

2. Facebook will alert you when the application accesses your profile;

3. After authorization, select the connection page by ticking the checkbox;

4. Confirm the connection;

5. The page will appear in the channel list until the access key is active. When the time comes to update the key, you will receive an email asking you to update your settings.

Once connected, personal messages arrive at Usedesk, and messages to clients from Usedesk appear on Facebook. The same is true for comments on the Facebook page wall.

By default, messages from Facebook come to the ticket card, but if you want to process them in the chat, go to the channel settings and tie them to the desired chat channel.

When working with the "Facebook" channel, take into account the limitations of their policy when communicating with the client:
1. 24-hour window for standard correspondence:
  • You are given 24 hours to reply to a message sent by the client. The 24-hour countdown starts anew each time the client sends you a message;
  • You can send any materials to the client, including promotional materials;
  • The client must contact you first.
2. Sending messages by subscription:
  • Unlike standard correspondence, you can write to the client not only within 24 hours, from the last message, but also later. In this case, you need to send a request to request to the Facebook News Page Index (NPI), specifying the expected scenario of use and taking into account several limitations;
  • Subscription messages may not include promotional and marketing materials, information about promotions and special offers;
  • If a customer responds to a subscription message, this correspondence will be considered standard.

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