Messenger

Facebook Messenger has over 1.3 billion active users and is one of the most feature-rich social platforms available for businesses to reach customers today.

Users can easily connect their Facebook pages with Webex Connect and build rich messaging experiences using messaging API and/or flow builder. We support various rich messaging features offered by Facebook Messenger such as carousels, quick replies, emojis, persistent menus, and templates.

📘
Messenger Graph API version upgrade
The Messenger version for Webex Connect v5.5.3 or below is v3.2 to v6.0. The Messenger version for Webex Connect v5.6.0 is v8.0 to v16.0.

Configuring your Messenger App on Webex Connect

📘
Messenger Usage
Messenger as a channel is supported in the Canada region as well.

You can register your Facebook Messenger page with Webex Connect from 'Assets > Apps' section. Following are the steps for registering:

Select Messenger from Configure New App dropdown.
Provide a name for your Messenger app asset and click Add Messenger Page. You must be the admin of the Facebook page to integrate Facebook Messenger with Webex Connect. At this stage, you'll be redirected to your Facebook login page.

Provide the login credentials. You may not see this step if you're already logged in.
Select the page that you want to register on the What Pages do you want to use with Webex Connect?pop-up.
Provide the requested access permissions, and click Done.
At this stage, you'll be redirected to Webex Connect. If you selected multiple pages in the previous step, you'll be asked to choose the page that you want to use for the asset you are configuring. Select the required page.

📘
Note
Only the Tenant owner user role will be allowed to make changes to Facebook Messenger page after it is configured to avoid accidental / unintended changes by other platform users.

Once done, you'll see the following screen.

1405 — Adding a Facebook page to Webex Connect - Assets -> Apps -> Configure New App

Welcome Screen

You can optionally choose to configure the welcome screen for your Facebook Messenger customers. Switch the Welcome Screen toggle to Enabled, and provide a greeting message for the Welcome Screen (minimum three characters long).

You can choose to enable a 'Get Started' button, which allows end customers to start a conversation with you. When a person taps the 'Get Started' button, the 'Get Started' message will be posted into the conversation (the configured 'Postback Payload' value is posted back to any associated Rule or relevant Flow Start Node or Receive Node when this event happens), and your flow is then granted permission to send messages.

Persistent Menu

The persistent menu allows you to have an always-on user interface element inside conversations. This is an easy way to help people discover and access the core functionality at any point in the conversation. You have to enable the "get started" button in the welcome screen to configure Persistent Menu.

You can refer Messenger documentation on Persistent Menus to know more about this feature such as best practices, limitations, etc.

Allowed List Domains

Add the web domains that need to be accessible from Facebook Messenger.

Subscription Messaging

Enable this feature to allow Facebook page to send non-promotional content through Messenger channel.

Page Discovery Plugins

The Page Discovery plugins allow you to integrate Facebook Messenger chat experience directly onto a website/webpage for a personalized experience. This allows your customers to interact with your business anytime with a click of a button.

To use the below plugins, you should include the code snippet provided on your webpage along with Facebook's JavaScript SDK. The website domain must also be in the allowed list on which you wish to use this plugin.

🚧
Opt-In plugins
Support for Opt-ins received through Send to Messenger and Check box plugins is not available at the moment. We are currently working to restore these features and will continue to update this document and the release notes section with the details as they are available.

Name	Description
Message Us	Renders a button when clicked on, redirects the users to Facebook Messenger and opens a conversation within your page.

Page Discovery Add-ons

🚧
Messenger code deprecated
Starting August 15 2019, The Messenger camera no longer supports scanning Messenger Codes.
As an alternative, Messenger recommends businesses take advantage of the phone's native capabilities to scan QR codes with embedded m.me links. See more details here.

Name	Description
Messenger Code	You can make the QR codes of your webpage available on Facebook Messenger so that the users can directly scan the codes from the mobile app to start a conversation. Image Size: the size of the QR code image in pixels Add Referral Payload: enable this to add a payload for the QR code. Enter the payload in the Ref Payload field. You can generate different messenger codes with different referral payload. The referral payload is part of the first message the user scans the code. You can use this to track referral code traction or you can use to activate different journey for different Messenger code scan.
Messenger Link	Your messenger link is a shortened URL that people can use to go directly into a Messenger conversation.

Name

Description

Messenger Code

You can make the QR codes of your webpage available on Facebook Messenger so that the users can directly scan the codes from the mobile app to start a conversation.

Image Size: the size of the QR code image in pixels

Add Referral Payload: enable this to add a payload for the QR code. Enter the payload in the Ref Payload field. You can generate different messenger codes with different referral payload. The referral payload is part of the first message the user scans the code. You can use this to track referral code traction or you can use to activate different journey for different Messenger code scan.

Messenger Link

Your messenger link is a shortened URL that people can use to go directly into a Messenger conversation.

Authorization Expiry

The following is a list of scenarios in which the authorization of your Messenger app will expire:

When you change your Facebook/Messenger login password.
If the user who requested the token no longer has a role on the page
If you deselect any of the integrated pages when adding a new page in the Webex Connect platform. Make sure to include all the integrated pages.

📘
Authorization Expiry
While adding a new page, please make sure to select all the pages that have been integrated with Webex Connect platform previously in the Facebook login flow.
You can delink the messenger page from the Webex Connect platform from messenger page settings.

Reauthorization of Messenger

If any time the user’s asset gets delinked by gaining any of the mentioned scenarios, you can reauthorize the same asset by following the below steps:

Navigate to the Assets > Apps section. Select Messenger from the Apps dropdown.
Click Reauthorize Page to relink the page from the Webex Connect platform from the messenger page settings.

Reauthorize Page
Click Reauthorize to confirm the reauthorization of the Messenger page.

Reauthorize- Messenger Page
Select Messenger Page, which appears with an auto-selected page from the list, and click Next.

Select Messenger Page- Confirm
Click Confirm to reauthorize successfully.

Edit/Manage/Delete the Facebook Messenger App Asset

Go to Assets > Apps.
Search for the Messenger app asset that you want to edit and click Manage in the drop-down list box at the right to manage the settings of this app.
You see the Manage – Messenger page, where you can manage the settings of the app.

Delete Facebook Messenger App Asset

Go to Assets > Apps.
Search for the Facebook Messenger app asset that you want to edit and click Delete in the drop-down list box at the right to delete the app.

Using the Channel

User Identity

To message users on Facebook Messenger you need the PS ID of the users. You receive this when a user messages the business for the first time.

API

Here is a Postman collection to test our APIs. Make sure you change the key in the header to your service key.

Latest Collection:

Archived Collection: Refer Postman Collection

Download Postman from here

Webhooks

Once a Facebook Messenger app is configured, you can configure Outbound Webhooks by choosing the Facebook Messenger app from the entity dropdown to receive incoming messages and events from your customers.

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "38b0b8da-c3ed-44cd-bc9e-2403bea529cd_0",
  "message": "Simple Text",
  "attachments": "",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "158828d0-9242-472b-bf25-e67026c69636_0",
  "message": "",
  "attachments": "[{\"payload\":{\"url\":\"https:\/\/scontent.xx.fbcdn.net\/v\/t35.0-12\/13682620_539022026303737_1111397419_o.jpg?_nc_ad=z-m&oh=5f15c5db7900be7a79ec5f7810a3d4be&oe=579C2B3D\"},\"type\":\"image\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "cd5c3fea-0169-4075-a50c-ddfd731d73eb_0",
  "message": "",
  "attachments": "[{\"payload\":{\"url\":\"https:\/\/video.xx.fbcdn.net\/v\/t42.3356-2\/13862946_539025056303434_1490024390_n.mp4\/video-1469713591.mp4?vabr=261485&oh=9046f1a7f78711f8c929df57620c6515&oe=579BBDDF\"},\"type\":\"video\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "f4feefdc-f16c-4de2-887a-9b22bcbc4b9d_0",
  "message": "",
  "attachments": "[{\"payload\":{\"url\":\"https:\/\/cdn.fbsbx.com\/v\/t59.3654-21\/13691952_539021966303743_1334694100_n.aac\/audioclip-1471699879041-4420.aac?oh=b5c676bbf78b620559bcaeec790b2573&oe=579D2E33\"},\"type\":\"audio\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "3c131e54-1a3e-46d7-9a84-e9985a8e2f33_0",
  "message": "",
  "attachments": "[{\"payload\":{\"url\":\"https:\/\/scontent.xx.fbcdn.net\/t39.1997-6\/p100x100\/10333099_298592936987572_2124775027_n.png?_nc_ad=z-m\"},\"sticker_id\":\"298592933654239\",\"type\":\"sticker\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "6488520b-2f43-4d6d-98b2-65f7f9f087d8_0",
  "message": "",
  "attachments": "[{\"title\":\"Joe's Location\",\"payload\":{\"coordinates\":{\"long\":78.398511094914,\"lat\":17.434871564442}},\"type\":\"location\",\"url\":\"https:\/\/www.facebook.com\/l.php?u=https%3A%2F%2Fwww.bing.com%2Fmaps%2Fdefault.aspx%3Fv%3D2%26pc%3DFACEBK%26mid%3D8100%26where1%3D17.434871564442%252C%2B78.398511094914%26FORM%3DFBKPL1%26mkt%3Den-US&h=oAQGHo3bQ&s=1&enc=AZOWktitnAQChz53RmIFyV-Y-wNJKMktlhVDAeDSAA8fVi0nwdSIoAhQIxfYk8CbRft6rYKn5Ppp95-TFlIWzh-TPFRQBRRfx9jpLyjhjGqo2g\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "66a810e7-7800-4567-9316-f2f580e9e6c4_0",
  "message": "",
  "attachments": "[{\"payload\":{\"url\":\"https:\/\/cdn.fbsbx.com\/v\/t59.2708-21\/11645068_10207285897933930_1035858644_n.doc\/sample.doc?oh=9a50be5da6b06c60f76410d2d8973972&oe=579C0291\"},\"type\":\"file\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "appId": "a_636035637428953782",
  "event": "MO",
  "psid": "1037878796267914",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "9aef3e3c-6fa0-431d-9ab4-17dd57cde2c5_0",
  "message": "https://www.goal.com",
  "attachments": "[{\"title\":\"Goal.com\",\"payload\":null,\"type\":\"link\",\"url\":\"https%3A%2F%2Fwww.goal.com%2F\"}]",
  "locale": "en_US",
  "gender": "male",
  "timezone": "5.5"
}

{
  "userId": "",
  "channel": "Facebook",
  "psid": "1635633030094183",
  "appId": "a_635984672401175940",
  "event": "OnOptin",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "0db0a903-aa44-4b6b-8851-8e0f068b5608_0",
  "name": "Jack Suraj",
  "profile_pic": "https://scontent.xx.fbcdn.net/v/t1.0-1/p200x200/11988450_1499437227047098_59962553964862977_n.jpg?oh=657d5460db724d720780dd9cf2a014af&oe=5818524C",
  "optin": "{\"ref\":\"prod26\"}"
}

{
  "userId": "8953",
  "channel": "Facebook",
  "psid": "1037878796267914",
  "appId": "a_636035637428953782",
  "event": "OnPostback",
  "ts": "2015-04-12T13:00:19.456Z",
  "timeStamp" : "2015-04-12T13:00:19.456Z",
  "tid": "20cbc7d1-be4e-416b-8250-d8bd4f303d0f_0",
  "name": "Joe James",
  "profile_pic": "https://scontent.xx.fbcdn.net/v/t1.0-1/s200x200/10354686_10150004552801856_220367501106153455_n.jpg?oh=afdc2c35d5b7230522ee0353a8aff5e8&oe=5824CE50",
  "postback": "{\"payload\":\"1232\"}"
}

To receive delivery receipts of the messages you sent out, configure Outbound Webhooks on the service from which you sent the message.

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "fb",
            "Description": "Submited",
            "destinationType": "psid",
            "timeStamp": "2016-07-21T12:44:23.644",
            "code": "7501",
            "deliveryStatus": "Submited",
            "destination": "1368028456544331"
        },
        "correlationid": "3bd8edf31c81-4b72d8a2-290d-49e2-993e",
        "callbackData": "return callbackdata",
        "transid": "4b72d8a2-290d-49e2-993e-3bd8edf31c81"
    }
}

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "fb",
            "Description": "Delivered",
            "destinationType": "psid",
            "timeStamp": "2016-08-12T07:00:15.537",
            "code": "7500",
            "deliveryStatus": "Delivered",
            "destination": "1107152119374928"
        },
        "correlationid": "cid",
        "callbackData": "",
        "transid": "e389acdf-f751-45c1-90da-2262bd252ee6"
    }
}

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "fb",
            "Description": "End point not reachable(FB is not reachable)",
            "destinationType": "psid",
            "timeStamp": "2017-08-29T23:00:22.961Z",
            "additional_info" : {
               "error" : {
                   "message" : "Errorvalidatingaccesstoken:ThesessionhasbeeninvalidatedbecausetheuserchangedtheirpasswordorFacebookhaschangedthesessionforsecurityreasons.",
                   "error_subcode" : 460,
                   "fbtrace_id" : "HV9WpzzqdS8",
                   "code" : 190,
                   "type" : "OAuthException"
               }
            },
            "code": "7010",
            "additionalInfo" : "",
            "deliveryStatus": "Failed",
            "destination": "110715211937428"
        },
        "correlationid": "",
        "callbackData": "",
        "transid": "a454423a-722d-4c40-9af9-56cd3696da8a"
    }
}

{
    "deliveryInfoNotification": {
        "deliveryInfo": {
            "deliveryChannel": "fb",
            "Description": "Read",
            "destinationType": "psid",
            "timeStamp": "2016-10-25T06:20:59.753",
            "code": "7502",
            "deliveryStatus": "Read",
            "destination": "1277069878990108"
        },
        "correlationid": "",
        "callbackData": "",
        "transid": "df7d2dc8-e3dd-4fa4-a593-6679b59dc6ab"
    }
}

Message Types

Facebook Messenger DM supports the following message types:

Text
Attachments (Image, Audio, Video, and File)
Generic Template

Button Template

Receipt Template

All the messages support quick replies.

Rules

When you select Facebook Messenger as the channel, the following events and actions are available for configuration:

Channel Events	Actions
Incoming message On link click Postback Profile creation * Profile update	Send Messenger Message Invoke a Flow * Forward to BOT

Flows

In flow, you can configure the Receive node to receive messages from a Facebook page and the Messenger node enables you to send messages on to Facebook end-user.

FAQs

You can refer to the Messenger channel FAQs for contextual information.

Messenger

📘
Messenger Graph API version upgrade

Configuring your Messenger App on Webex Connect

📘
Messenger Usage

📘
Note

Welcome Screen

Persistent Menu

Allowed List Domains

Subscription Messaging

Page Discovery Plugins

🚧
Opt-In plugins

Page Discovery Add-ons

🚧
Messenger code deprecated

Authorization Expiry

📘
Authorization Expiry

Reauthorization of Messenger

Edit/Manage/Delete the Facebook Messenger App Asset

Delete Facebook Messenger App Asset

Using the Channel

User Identity

API

Webhooks

Message Types

Rules

Flows

FAQs

📘Messenger Graph API version upgrade

Configuring your Messenger App on Webex Connect

📘Messenger Usage

📘Note

Welcome Screen

Persistent Menu

Allowed List Domains

Subscription Messaging

Page Discovery Plugins

🚧Opt-In plugins

Page Discovery Add-ons

🚧Messenger code deprecated

Authorization Expiry

📘Authorization Expiry

Reauthorization of Messenger

Edit/Manage/Delete the Facebook Messenger App Asset

Delete Facebook Messenger App Asset

Using the Channel

User Identity

API

Webhooks

Message Types

Rules

Flows

FAQs

📘
Messenger Graph API version upgrade

📘
Messenger Usage

📘
Note

🚧
Opt-In plugins

🚧
Messenger code deprecated

📘
Authorization Expiry