---
schema_version: "1"
id: 56384d982c97af3daf11c96e945f130046eddd7bd91d2287bc5773da51e22b96
title: Set Up Facebook Messenger Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_facebook_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_facebook_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9cef026c6a2b47ee7f55d2351ab595ff1b7581156fc8cea25da7af406a0ac371
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

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](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

![Facebook Messenger banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_facebook_banner.png)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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            <p>
              <a name="messaging_facebook_parent__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_facebook_parent__image_bfh_g25_ddc" 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/learning_maps/lm_start_1.png" alt="Start"></span>
            </p>
            <p><strong>Learn About Facebook Messenger</strong>
            </p>
            <p><a href="https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging" target="_blank"><em>Trailhead: </em>Salesforce
                Messaging</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging
                Limits</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_facebook_considerations.htm&amp;release=264.0.0&amp;type=5" title="Review these considerations before creating a Facebook Messenger channel in Agentforce Service (formerly Service Cloud).">Considerations for Facebook Messenger</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle of a Messaging Session</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_facebook_parent__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_facebook_parent__image_yrz_h25_ddc" 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/learning_maps/lm_build_2.png" alt="Build"></span>
            </p>
            <p><strong>Create Your Channel</strong></p>
            <p><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></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_setup_facebook_messenger_channels.htm&amp;release=264.0.0&amp;type=5" title="Let customers get help from your business using Facebook Messenger. Customers send messages to your Facebook page, and service reps reply from the Service Console. To control how incoming messages are routed, link an Omni-Channel flow or routing configuration to your Facebook Messenger channel.">Create a Facebook
                Messenger Channel</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&amp;release=264.0.0&amp;type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation Checklist</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_test_channels.htm&amp;release=264.0.0&amp;type=5" title="Test your Facebook Messenger channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your Channel</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><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/learning_maps/lm_user_1.png" alt="User"></span></p>
            <p><strong>Build Out Your Channel</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&amp;release=264.0.0&amp;type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update
                Channel Settings</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&amp;release=264.0.0&amp;type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging
                Productivity</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&amp;release=264.0.0&amp;type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with
                Messaging Data</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&amp;release=264.0.0&amp;type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with Customers</a></p>
          </td>

        </tr>
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            <p>
              <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/learning_maps/lm_explore_1.png" alt="Automate"></span>
            </p>
            <p><strong>Enhance with Automation</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&amp;language=en_US" target="_blank">Connect an Agentforce Service
                Agent</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&amp;type=5&amp;language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging
                Sessions</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&amp;type=5&amp;language=en_US" target="_blank">Trigger an Action Based on
                Keywords</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&amp;language=en_US" target="_blank">Block Sensitive Data in Messages</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <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/learning_maps/lm_code_2.png" alt="Code"></span>
            </p>
            <p><strong>Messaging for Developers</strong>
            </p>
            <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a>
            </p>
          </td>

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

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