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Test Your Facebook Messenger Channel

Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced Facebook Messenger channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To send and receive messages in Messaging: View Setup and Configuration
To end Messaging sessions: End Messaging Session

We recommend creating a separate Facebook page for testing purposes that you associate with a sandbox. This way, even after your channel is live in production, you can use your sandbox to test further changes.

A Facebook page can technically be associated with messaging channels in more than one Salesforce org. However, we don’t recommend linking the same Facebook page to both your sandbox and production orgs. Doing so can lead to duplicate auto-responses and a confusing customer experience.

Action Instructions
(Optional) Set up Messaging in your sandbox.
  1. Contact your account executive for the Digital Engagement add-on SKU.
  2. Complete the steps in Get Started with Messaging.
Test your channel in sandbox or production.
  1. Log into Salesforce as a service rep.
  2. From the app launcher, open the app that contains Messaging. This is usually the Service Console.
  3. In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.
  4. In another browser, log into a Facebook account that’s not associated with your channel.
  5. In Facebook Messenger, send a message to the Facebook page that is associated with your channel.
  6. Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.
  7. Exchange messages in the channel. Experiment with sending images, files, and quick text, and test the auto-responses that you’ve configured.
  8. When you’re done, click End Chat.
(Optional) Switch from sandbox to production. See Moving Messaging Data Between Sandbox and Production.

See Also