How do I set up Facebook messenger as a channel?

Project and queue. Inbound route.

Create projects and queues

First, set up your queue and project.

• As with all message channels, it is possible to use existing message queues and projects for a Facebook channel.
• You may wish to consider having a separate queue and/or project as reporting for Facebook looks quite different from other message channels.

Create the Inbound route

To be able to handle messages from Facebook messenger, you will need to create an inbound route for the correct Facebook page, as well as accept certain permissions at the Facebook side. As a result, you will need sufficient admin rights to the Facebook page you are connecting to.

To create an inbound route for Facebook, in your Admin account:

1. Go to the Inbound page.
2. Go to the Inbound routes subpage.
3. Click the Create button.
4. In the Destination settings dialog, click the Type drop-down list and select Facebook.

1. Click the LOGIN WITH FACEBOOK button.

This will open a separate window from Meta. In this window you will need to:

1. Login to Facebook/Meta.
2. Select the page you want to attach to this inbound route.
3. Accept the permissions.

When you have confirmed all that, the window will close and the Destination settings dialog will be updated. You will now see the name of your Facebook page in the Facebook page ID field.

1. Click the Destination type and select if you want to connect directly to a queue or go via a flow.
2. Complete the rest of the fields selecting the queue or flow as appropriate and the Project.
3. Click the OK button.

As well as setting the requirements in LeadDesk, this process will also add a LeadDesk app to your Facebook. This app is required to handle messages moving between Facebook and LeadDesk.