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 and social, 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
There is a limit on how long after a customer's message you may reply freely. For Facebook Messenger it is seven days. Once it closes, Zendesk blocks the composer, so you find out by not being able to write rather than by a failed send.
Seven days sounds generous until a conversation that started on Friday reaches Monday's queue with three of them already gone. It is not the same pressure as WhatsApp, where the window is 24 hours, but it is a clock and it is running.
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