Facebook Messenger integration with Omnichat

If you connected your Facebook messenger before Marketing Messages became available, you must reconnect your Facebook integration before using Marketing Messages.

Facebook Messenger Integration

Integration is currently supported only on a PC or laptop. The integration steps cannot be completed on a mobile device.

Requirement:

• Your Facebook personal account has full Admin access to both the relevant Business Portfolio and Facebook Page.

• To verify your permissions, go to Meta Business Suite → Settings → People and confirm that your account appears in the user list with the required permissions.

• If you no longer have access to the Business Portfolio administrator account, you can follow Meta's official instructions to submit an access recovery request.

Steps to integrate:

1. Login to Omnichat admin page

2. Go to Channels -> "Social Channels"

3. Go to "Facebook" > "Connect Facebook page"

4. There will be a Facebook pop-up window that shows your login account - click "Continue as (your account)".

If you have not logged in to Facebook, please log in first

5. Select the business assets you would like to connect, including the Business Portfolio, Facebook Page, and Ad Account. If you have not yet created an Ad Account, select "Create a New Ad Account". Once you have made your selections, click "Next".

Marketing Messages require an Ad Account to configure campaign budgets, audience targeting, and other necessary settings. Therefore, connecting an Ad Account is a mandatory requirement. Please ensure that a valid payment method (credit card) has been added to your Ad Account in Meta before proceeding.

Select the Facebook Page and Ad Account that you would like to connect to Omnichat.

The currency configured for the Ad Account will be used for Marketing Message billing

If you encounter the following error message, it indicates that there is already an existing Ad Account within the Business Portfolio that has not been configured with a payment method.

Each Business Portfolio can have only one Ad Account without a payment method attached. Please select and use the existing Ad Account instead of creating a new one.

1. Enable Authorization for Marketing Messages Auto-Send

• Marketing Messages are a paid messaging feature provided by Meta that helps brands re-engage interested customers through Messenger. They can be used to increase engagement, re-activate inactive users, and drive sales.

• Marketing Message auto-replies can be triggered under the following circumstances:

  • When a customer comments on your public Facebook post and the comment falls into one of the six intent categories: Purchase Intent, Pricing Inquiry, Payment Inquiry, Product Inquiry, Service Inquiry, or Booking Inquiry.

  • When there has been no activity in a Messenger conversation between your brand and the customer for 48 consecutive hours.

• If you do not wish to allow Meta to automatically send these messages on your behalf, please disable this option during the integration process.

Enable Authorization for Marketing Messages

Marketing Messages Displayed in a Messenger Conversation

Note: The current Marketing Messages content uses Meta's default message template and cannot be customized. You can only choose whether to enable or disable this feature.

If you would like to disable Marketing Messages after the integration has been completed, you will need to go through the integration process again and disable the authorization at this step.

1. Review the selected Business Portfolio, Facebook Page, and Ad Account to ensure they are correct, then click "Confirm".

8. After a few moments, you will see the message "Your account is connected to Omnichat Limited." Once the connection is complete, click "Finish".

1. Return to the Omnichat. Successfully authorized Facebook Pages will be listed in the "Connect Facebook Pages" section. Select the Facebook Page you would like to connect, then click "Connect" to complete the integration.

1. Once the integration is complete, a "Connection completed" notification will appear in the upper-right corner of the screen. The connected Facebook Page will also be displayed in the page list.

If you plan to use Marketing Messages, Facebook Custom Audience Upload, or Conversions API (CAPI), please continue with the steps below. Otherwise, the integration process is complete.

11. Click the "Facebook Ad Account" tab to switch to the Facebook Ads page, then click "Connect Facebook Ad Account".

12. Link the corresponding Facebook Ad Account to the appropriate Facebook Page.

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If the integration still fails after completing all the steps above, please verify that all required permissions have been granted in Facebook's Business Integrations settings.

Go to: https://www.facebook.com/settings/?tab=business_tools

1. In the left-hand menu, select "Business Integrations".

2. Locate Omnichat in the list and click "View and Edit".

1. Scroll down and ensure that all permission settings are enabled.

2. At the bottom of the page, under "Can this business integration send you notifications?", select "Yes".

After updating the permissions, please try the integration process again.

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FAQ

1. Pop up the error message "Send to Facebook Messenger Error. Please check if the Facebook Messenger Integration setup successfully or not"

• Isolated incident: please take screenshots of the incident and contact Omnichat CS from the admin page

• repeated incidents: please try to reauthorise your Facebook, following the guideline HERE

2. Integration Error

Please check if you have already owned the admin access of the Facebook account if you see the above error message.

3. Will previous conversations between customers and my Facebook Page be synced to Omnichat after the integration?

No. If customers had conversations with your Facebook Page before you connected it to Omnichat, those historical conversations will not be synced to Omnichat after the integration.

This is because Meta does not provide third-party platforms with permission to retrieve past Messenger conversations. However, once the integration is completed, all new customer replies and ongoing conversations will be received and displayed in Omnichat.

4. If I reply to customers through Facebook's native Messenger inbox after the integration, will those messages appear in Omnichat?

Not necessarily. Messages sent directly from Facebook's native Messenger inbox may not always appear in Omnichat conversation records.

This is due to limitations and occasional data synchronization issues on Meta's side when sharing conversation data with third-party platforms. To ensure complete conversation records and a consistent customer service experience, we recommend using Omnichat as your primary platform for managing and replying to Facebook Messenger conversations whenever possible.

5. Does connecting a Facebook Ad Account count toward my social channel limit?

No. Social channel limits (such as the number of supported Facebook Pages, Instagram accounts, or WhatsApp numbers) apply only to messaging channels.

Facebook Ad Accounts are not considered messaging channels and therefore do not count toward your social channel quota.

6. Can I authorize multiple Ad Accounts? Will there be any conflicts?

Yes. Meta allows businesses to authorize multiple Ad Accounts, and Omnichat fully supports this setup.

When uploading audiences or sending Marketing Messages, Omnichat will use the Ad Account selected by the user within the platform. Authorizing multiple Ad Accounts will not cause conflicts.

7. Will a disabled or restricted Ad Account affect Marketing Messages?

Yes. If an Ad Account becomes disabled, restricted, or unavailable, it may cause issues such as failed audience uploads, inability to obtain required access tokens, or interruptions to Marketing Message delivery.

If your Ad Account is suspended or restricted, we recommend replacing it with an active and valid Ad Account as soon as possible to avoid service disruptions.

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How to fix Facebook authorization issues

There are couple reasons causing the Facebook authorisation failure and thus Omnichat may not function properly:

• Authorised Facebook user changed password

• Authorised Facebook user switched on two step verification

• Facebook detected suspicious activity on user's Facebook account and disable the access tokens for safety concerns

1. Reconnect and Reauthorize

Follow the steps below to reauthorise:

1. Login to Omnichat admin page

2. Go to Channels -> "Messenger Integration"

3. Go to "Facebook Messenger Integration" > "Connect your Facebook account"

4. Find the Facebook page you would like to reauthorise in "Integrated Facebook Page" and click "Disconnect"

5. After it is disconnected, repeat the integration process by following the steps outlined above to reconnect your account.

2. Configure Omnichat as Messenger receiver

1. Go to Facebook Fan Page > Click the profile picture in the top right corner > Select Settings & Privacy.

1. The click "Settings"

   
2. Left sidebar > Page setup > click to enter the "Advanced Messagaing".

1. Connected Apps > click Edit and select "Omnichat"

1. Please click the "Edit" button next to Omnichat, then enable both "Access standby channel" and "Take control of conversations" (as shown in the image below).

3. Configure the Default App for Messenger Conversation Handover

1. In the left-hand menu, click "🏳️ Page Settings" and select "Messenger conversation routing".

2. Under "Default routing app", click "Set up".

3. Select Omnichat as the default app.

4. Once completed, the "Default routing app" section should display Omnichat as the selected application.