Skip to content
English
Go to brandwizard.io
  • There are no suggestions because the search field is empty.

How to setup a Facebook channel?

 

 

Attention! You can respond to a client message from the Facebook inbox within 24 hours. If no response is sent within this period, the conversation will be blocked, and you will no longer be able to reply to the client. This restriction is set by the inbox itself, and we cannot influence it.

 

How to set up a Facebook channel?

 

Go to Settings → Inboxes → Add Inbox.

 

 

Click on Facebook Messenger.

 

 

Click the login via Facebook button. A new window for login will open.

 

 

Authenticate through Facebook and select the page you want to connect. Click Continue.

 

 

Choose the companies that Brand will have access to. Click Continue.

 

 

Select the level of access for BrandWizard to your Instagram accounts: you can grant access to all current and future accounts or select a specific account. You will be able to change permissions later if needed.

 

 

The permissions that will be granted to BrandWizard will then be displayed. Click Save.

 

 

Now you can select your Facebook page to connect to the chat. Then enter the channel name and click Create Inbox.

 

 

Add agents to your Facebook channel.

 

 

You have successfully created a Facebook inbox. Now, when a client sends a message to your Facebook page, you will be able to see it and respond via BrandWizard. To go to the conversation of the created channel, click Take me there.

 

 

 

 

Additional channel settings

 

The created Facebook channel should appear in the list in the Inboxes section. To view or change additional settings, go to Settings → Inboxes, then click the gear icon on the Facebook channel.

 

 

You will see the following page:

 

 

 

 

"Settings" section

 

  • Channel Avatar. Add an image for the inbox.
  • Inbox Name. Change the inbox name if necessary.
  • Enable channel greeting. After the client sends the first message, you can set up an automatic reply. Select Enabled.
  • Channel greeting message. This field will appear if you enable the channel greeting. Write the response that the client will see after sending their first message, e.g., "BrandWizard usually responds within a few minutes."

After making changes to the settings, click Update.

 

 

 

 

"Collaborators" section

 

Click on the Collaborators tab. Here, you can add or remove agents from the channel. You can also enable or disable automatic assignment of new conversations to agents added to this inbox. If necessary, limit the maximum number of conversations from the inbox that can be automatically assigned to an agent. Click Update to save changes.

 

 

 

 

"Business hours" section

 

Go to the Business hours tab. In this section, you can set your team's working hours related to the Facebook channel. To activate the working hours mode, check the box Enable business availability for this inbox.

  • After enabling the checkbox, you will be able to write a message for clients that will be displayed during non-working hours.
  • You can also set working hours for each day of the week based on the selected time zone.

After changing settings, click the Update business hours settings button.

 

 

 

 

"CSAT" section

 

Enable CSAT. Once enabled, your customer satisfaction survey will automatically be sent at the end of each conversation. CSAT results can be viewed later in the Reports section.