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Facebook Connector

This page is a reference of the Facebook connector settings β€” the link between your Facebook page and Daktela, used for Messenger chats and by the Social Media queue for posts and comments. If you are setting up Messenger from scratch, follow the step-by-step guide Set Up Facebook Messenger.

Inbound Routings/Connectors

Warning

Messenger only It is recommended to first create a corresponding Messenger queue before creating a routing/connector so you can pair them in the routing/connector. You can however set up several routings'/connectors' destinations at the same Messenger queue.

Go to Settings β†’ Routings β†’ Facebook. You will see an overview of your inbound routings/connectors.

You can view a diagram tree of each inbound routing/connector by clicking the grey Tree button in the Actions column.

Click the Title of an inbound routing/connector to open its details or click Add new to create a new inbound routing/connector. The inbound routing/connector details will open.

Warning

If you are setting up a new inbound routing/connector, first fill out Title, Description, Next destination and Allow attachments below. Save the routing/connector and reopen it to authorise it on Facebook.

Access token: this field will be filled in automatically after you save the routing/connector.

Title: enter a title.

Description: enter a description.

Next destination: Next destination is used for Messenger chats only. To set up Social media posts and comments for this page, select this routing in the Social media queue.

You can select:

  • Terminate. The chat will end or be offline – select which Terminate option to use.
  • Queue:
    • Messenger – select which queue the chat will be routed to.
    • Social media – you can select a connector in the Social Media queue settings.
  • Time condition. Decide where the chat will be routed depending on the date/time.
  • Decision tree. Route the chat to a chat bot.

Allow attachments: choose whether to allow uploads from customer or both directions.

Authorise Your Facebook Page

Warning

Once you link a routing/connector to a Facebook page, you will not be able to link the page to any other routings/connectors.

If you are setting up a new inbound routing/connector, first fill out Title, Description, Next destination and Allow attachments. Save the routing/connector and reopen it to authorise it on Facebook.

Click the Authorise FB page button at the bottom of the routing/connector details. The Authorise Daktela to access Facebook page window will open.

Continue with Facebook button in the authorisation window

Click Continue with Facebook and log in or click Continue as if you are already logged in.

If this is the first page you are authorising using this FB user, click Continue as. If you have previously authorised a page using this FB user and want to add a new page, click Edit settings.

Continue as dialog on Facebook

Edit settings dialog on Facebook

Select which page(s) you want to use with Daktela and click Next.

Selecting Facebook pages to use with Daktela

Grant Daktela permissions. We recommend to leave all permissions on. Click Done.

Granting permissions to Daktela on Facebook

When you return to the Authorise Daktela to access Facebook page, select the page you want to use by clicking the use page button. You will see all the pages you have selected above but will only be able to select those that have not yet been linked to another routing/connector.

Daktela is now set up to receive your page's chats.

Warning

In the case of a non-functioning Facebook authorisation, the customer should verify that all necessary permissions are enabled on Facebook. Steps:

  1. Open Facebook and click on your profile picture in the top right corner.
  2. Select Settings & Privacy, then Settings.
  3. In the left-hand menu, find Business Integrations.
  4. Locate the Daktela app and click View and Edit.
  5. Ensure that all required permissions are ticked, even if nothing has changed, and click Save.

Info

If you post an outgoing message from Daktela, it will be transferred to your Facebook page. However, if you log in to your Facebook page and send an outgoing message directly from there, it won't be transferred to Daktela. Messages written by others to your Facebook page will be visible in Daktela.

Automessages

Send automatic messages to customers while they wait in the queue. Automessages are shared across channels and are described in Automessages; for Messenger they live in Settings β†’ Routings β†’ Facebook β†’ Automessages.

Time Conditions

Route the chat to different targets depending on the date and time β€” typically your business hours. Time conditions are shared across channels and are described in Time Conditions; for Messenger they live in Settings β†’ Routings β†’ Facebook β†’ Time conditions.

Decision Trees

Build a chatbot directly in Daktela that guides the customer through predefined questions and answers. Decision trees are shared across channels and are described in Decision Trees; for Messenger they live in Settings β†’ Routings β†’ Facebook β†’ Decision trees.

Chatbots

Connect a third-party chatbot to your Messenger chats. Chatbot connections, including the structure of the data exchanged with the bot, are shared across channels and are described in Chatbots; for Messenger they live in Settings β†’ Routings β†’ Facebook β†’ Chatbots.

Terminate

Define how your Messenger chats end in different scenarios β€” the disconnection cause, an automatic response and whether the chat counts as answered or missed. Terminate targets are shared across channels and are described in Terminate; for Messenger they live in Settings β†’ Routings β†’ Facebook β†’ Terminate.