Plan requirement
| Subscription | Any plan |
| Access | Admin |
Connecting a Facebook page so messages and comments become tickets, and the authorisation that expires.
Connect it
- Open Admin Center, then Channels, then Messaging.
- Add a Facebook channel.
- Sign in with an account that administers the page.
- Choose the page and grant the permissions requested.
- Send a test message to the page and confirm a ticket appears.
Who connects it matters
The connection is made by a person, using their Facebook account. If that person loses admin rights on the page, or leaves, the connection breaks.
Use an account that belongs to the organisation and will still exist next year, and note who it is.
It will need reauthorising
Not if, when. Meta expires authorisations and changes permission requirements periodically, and the symptom is that messages stop arriving with no error in Zendesk.
A reauthorisation notice appears in Admin Center when this happens, and it is worth someone checking for it rather than waiting for a customer to mention that nobody answered.
The reply window
Meta limits how long after a customer's message you may reply freely. Past that window you need a different kind of message.
Practically: answer Facebook conversations promptly, and do not treat them like email that can wait until tomorrow.
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