As businesses strive to provide seamless and efficient customer support across multiple channels, managing conversations from various platforms can become overwhelming. However, by consolidating all your customer interactions into a single inbox, you can streamline your communication process and enhance productivity. In this guide, we will walk you through the steps to integrate Facebook Messenger into your Command Center inbox, empowering you to deliver timely and consistent support to your customers without the hassle of switching between multiple platforms. Let's get started!
To get started, click on the Add Channels button in Command Center
Then, locate Facebook Messenger and click on Connect
You will then be prompted to log in to your Facebook account, or "continue as" if you are already signed in. It will sign into your personal Facebook page only momentarily, and then will sign into your Business Page. Thryv will not gain access to your personal page in any way, except to log in to your Business Page.
Note: The Facebook profile signed into must be an Admin on the business page. A permission level any lower than Admin will result in an error and will not install the app.
Confirm you are signed in to the correct Facebook account and click on "Continue As (Your Name)"
After logging in to Facebook, you will see all of the business pages connected to your Facebook account. Check the box for the one you want to connect, and click on Next.
Next, review the permissions for connecting your Thryv inbox and Facebook Messenger. Keep in mind that turning off any of these permissions could affect the performance of your Inbox. Once you are finished click on Done.
If your business page does not appear, or if you want to add more business pages (note that they must all be managed by the same Facebook profile), click on Add Pages to connect more. Once you are ready to install click on Install.
Once you are finished, you will see a confirmation screen. Click on OK and the pop-up window will close. The installation is complete at this point.
When a customer sends a message to your page, they will receive an automatic response. In order to display the response in your software, Thryv needs an email address to associate this customer. Then, if it is an entirely new customer, a new conversation will be created. If the email address belongs to an existing contact, the conversation will be added onto that contact's thread. No email will actually be sent to the email address provided to the client.
Once your customer enters their email address, their message will be delivered to you and you can continue the conversation as normal. Note that the conversation stays open for 24 hours after the customer's last message. After this time period passes, the business can not initiate a conversation with the client. Note that this is a limitation of the Facebook platform, and would apply to all conversations carried out through Facebook messenger. Once this period passes, you are able to send an email to follow up with this customer.
If any of the pop-ups in the installation process fail to appear, you may need to turn off your pop-up blocker, or any external privacy extensions you have on your browser. These extensions can affect the way Facebook accesses and shares information and disrupt the install process.
In the event your Facebook authentication is revoked, you may need to re-authenticate. You will receive an injected message in your Thryv inbox when this happens. To re-authenticate, navigate back to the app. Click on Re-Authorize to re-authenticate your account.
If the app fails to connect, it could be because of insufficient permissions on your Facebook Business Page. To verify you have the correct permissions, log into your Facebook account. Navigate to Pages on the left hand side.
The pages you manage will be displayed. Click on the page you are trying to connect, and repeat this process if you are trying to connect multiple pages.
On the left side, scroll all the way down to Settings.
Within Settings, click on Page Roles
Beneath your profile picture your role on the business page will be displayed. The only role sufficient to connect the app is Admin. If you do not have the sufficient permission level, it will need to be granted to you by the admin on your page. You will need to consult with your admin on how to proceed from here.
Can I connect more than one Business Page to my Command Center inbox?
Yes! As long as all of the business pages are managed by the same personal profile (Permission level must be Admin) there is no limit to how many pages you can connect.
How long will a Facebook Messenger conversation stay active?
A conversation originating from Facebook Messenger will end 24 hours after no activity from the customer. After 24 hours the conversation can only continue on Facebook Messenger if it is initiated by the customer again. You can connect with the customer by selecting SMS or Email if the telephone number or email address is saved.