Set Up and Configure Facebook Messenger

Updated
  • Updated on Mar 11, 2025
  • Published on Jan 30, 2025
  • 4 minute(s) read
REQUIRED USER ROLE 
Administrator
PERMISSION OVERVIEW
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Connect Facebook to Gladly to communicate with your Customers through Facebook Messenger on your Facebook Business page.

Before you start

To set up this integration, you will need to:

  • Create or leverage an existing Facebook Business Page for your company.

  • Have Admin account access to your Facebook Business Page.

  • Grant Gladly all the appropriate permissions.

  • If you’re reconnecting Facebook to Gladly, you must first remove the Gladly App from Facebook before proceeding to reconnect Gladly.

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.

Popup blockers

If you're using popup blockers, turn it off temporarily to allow the Facebook login modal to appear.

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 Rules to create additional automation within Gladly.

How to deactivate automation and find out if you're using them

  1. Go to Facebook Business Integration Settings.

  2. Click the Active tab to view all active integrations

  3. 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.

Connect Facebook to Gladly

  1. Log into your Facebook Business account.

  2. Open Gladly in another browser tab. Click  on the top left corner of the screen.

  3. Click Settings.

  4. 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.

  5. Click Add Facebook Pages to add a new account.

  6. A window will pop up, prompting you to log into your Meta business account. Enter your Meta business email address and password.

    • 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.

  7. Once logged in, click Edit access.

  8. Next, you’ll see a list of settings with toggles to activate/deactivate page access. By default, all of these permissions should be activated and you don’t need to change anything, unless there are certain pages you don’t want Gladly to have access to, then deactivate those.

  9. Scroll up and click X to close the edit access page, then click OK on the modal to confirm your updates.

  10. 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.

See Create and Reply to Facebook Messages to learn how to help Customers on Facebook Messenger.

Reconnect Facebook to Gladly

If you had once connected Facebook to your Gladly account but have since deleted it, before reconnecting it to Glady, you must first remove the Gladly app (under the Active tab) from the Business Integrations page on Facebook before proceeding to connect Facebook to Gladly again.

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