---
schema_version: "1"
id: daa4fef0c5b32695855c51f4892aa46940132a8212476507cbc35990e3c2b1e9
title: Test Your Facebook Messenger Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/livemessage_test_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.livemessage_test_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 14714a153fc2e3a884f7d94d7378018750c12669dc83009a8084e0222e975251
description: Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="livemessage_test_channels__d925e616"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="livemessage_test_channels__d925e616" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Facebook Messenger channels</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">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</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d140984e98">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">To send and receive messages in Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">To end Messaging sessions:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e98 ">End Messaging Session</td>

          </tr>
        </tbody>
      </table>

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:25%">
          <col style="width:75%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140984e144">Action</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d140984e147">Instructions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">(Optional) Set up Messaging in your sandbox.</td>

            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 ">
              <ol>
                <li dir="ltr">Contact your account executive for the Digital Engagement add-on SKU.</li>

                <li>Complete the steps in <a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&amp;release=264.0.0&amp;type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a>.</li>

              </ol>
            </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">Test your channel in sandbox or production.</td>

            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 ">
              <ol>
                <li>Log into Salesforce as a service rep.</li>

                <li>From the app launcher, open the app that contains Messaging. This is usually the
                  Service Console.</li>

                <li>In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so
                  that you’re online and available to receive messages.</li>

                <li>In another browser, log into a Facebook account that’s not associated with your
                  channel.</li>

                <li>In Facebook Messenger, send a message to the Facebook page that is associated with your
                  channel.</li>

                <li>Look for the incoming message in Omni-Channel. Click the check mark icon to accept the
                  message and open the chat window.</li>

                <li>Exchange messages in the channel. Experiment with sending images, files, and quick
                  text, and test the auto-responses that you’ve configured.</li>

                <li>When you’re done, click <strong class="uicontrol">End Chat</strong>.</li>

              </ol>
            </td>

          </tr>
          <tr class="">
            <td data-label="Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e144 ">(Optional) Switch from sandbox to production.</td>

            <td data-label="Instructions" class="slds-cell-wrap" style="vertical-align:top;" headers="d140984e147 ">See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&amp;release=264.0.0&amp;type=5" title="Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.">Moving Messaging Data Between Sandbox and Production</a>.</td>

          </tr>
        </tbody>
      </table>

#### See Also

- [Sandboxes: Staging Environments for Customizing and Testing](https://help.salesforce.com/s/articleView?id=platform.deploy_sandboxes_parent.htm&type=5&language=en_US)
- [Change Sets](https://help.salesforce.com/s/articleView?id=platform.changesets.htm&type=5&language=en_US)