Set Up Facebook Messenger Channels

To let your support team help customers over Facebook Messenger, connect your Facebook page to Salesforce. From the Service Console, service reps can respond to Facebook Messenger inquiries in formats such as text, voice messages, and rich links.

If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions with customers who recently messaged your business.

You can create multiple enhanced Facebook Messenger channels in Salesforce, each linked to a different Facebook page.

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.