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Integrate with Facebook

Last Update: Sep 2024 • Est. Read Time: 6 MIN
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When you connect your Facebook business pages, you will receive an inbound message in Kustomer when someone contacts you on Facebook Messenger, or comments directly on your wall, posts, or ads. You can then reply from Kustomer. 

If your organization has more than one brand, you can also connect multiple Facebook pages to Kustomer and messages from each page will be separated so you manage support for all of your brands. 

Who can access this feature?
User typesAdmins can set up this integration.


In this article

Prerequisites

You must have the following before beginning this integration:

  • A Facebook Business page
  • Admin permissions to your Facebook Business page so that you can authenticate the page

The Facebook integration

When a customer sends a message to your company using Facebook Messenger, or comments on your wall, or one of your posts or ads, Kustomer can create new customers and conversations from those messages. If an existing customer with a Facebook account on file messages you, Kustomer will create a conversation on the customer’s timeline. 

Post in Facebook Messenger, it shows up in Kustomer

When communicating with customers via Facebook Messenger, keep in mind the following:

  • Facebook messages have a character limit of 2,000 characters per reply.
  • You have to respond to a new conversation within 7 days of receiving it. Additional replies will be rejected.
  • Messages that are sent within a 7 day period are threaded into the same conversation. Messages sent after 7 days will result in a new conversation being created.

Please refer to Facebook's documentation for more information.

Connect Facebook to Kustomer

When your team is ready to implement the Facebook integration, install the Facebook app from within the Kustomer App Directory to connect your account. Connecting to Facebook will immediately make this implementation go live, so you should only proceed through these steps when you're ready for the feature to be deployed.

  1. Go to Apps, search for Facebook in the App Directory, and then select Install.
  2. Once installed, go to Apps and select Facebook in the sidebar.
  3. Select Sign in to Facebook.
  4. Enter the credentials for the account you want to use with Kustomer and select Log in.
  5. Once connected, select the pages you want to connect to Kustomer using the drop-down menu.

Note: You use your Facebook login and password to authenticate to Facebook and receive an authorization token. Kustomer cannot access your Facebook posts and uses your token to send and receive requests from the Facebook Business Pages.

The Facebook integration will go live as soon as you complete the above integration steps. Kustomer will receive that message and create a conversation in your Kustomer site when someone sends your business page a message using Facebook Messenger, or comments directly on your wall or on one of your business wall posts or ads. When you respond back using Kustomer, the message will send back to that person through Facebook Messenger or appear as a public reply to their comment on your post.

View Facebook conversations in Kustomer

Once you have your Facebook pages connected to Kustomer, you can reply to messages sent through Messenger or comments left on your wall, posts, and ads directly within Kustomer.

Note: There is a 2000 character limit on outbound replies to Facebook messages or comments.

To turn on this feature:

  1. Go to Apps and select Facebook in the sidebar.
  2. Select the type of conversation you want to create a conversation for from the provided list. The following options are available:
Interaction
Creates a conversation when...
Icon
Direct MessagesA Facebook user sends you a direct message through Facebook Messenger.
Public & Ad CommentsA Facebook user comments on one of your public wall posts or one of your ad posts.


When a customer publicly comments directly on your wall or one of your wall posts or ads, their comment appears within a conversation that you can then reply to from directly within Kustomer. The conversation includes the original post that the comment was left on.

To reply to the comment, send a message as you normally would. Within Facebook, your response will appear under the original comment in the post.

Messages sent through Facebook Messenger will also appear as a conversation within Kustomer. Your response will appear as a response in the user's Messenger, where they can reply back to continue the conversation. Any replies will get threaded into the existing conversation in Kustomer.

Reauthorize your Facebook account

You need to reauthorize your Facebook token every 60 days so that the app can continue to access data and you can continue to receive and reply to inbound messages without disruption. This reauthorization is necessary to ensure the privacy and security of your connected accounts. All admins and org owners will start to be notified 14 days before the token is set to expire. 

To reauthorize your Facebook account:

  1. Go to Apps and select Facebook in the sidebar.
  2. Select Reauthorize for the desired Facebook page.
  3. Enter the credentials for the account and select Log In

Note: If your token expires, all inbound and outbound messages will stop working. If this occurs, delete the Facebook page with the expired token, select Log in to Facebook, and re-enter the credentials of the page you want to add.

Troubleshoot common errors and issues

When sending messages through Facebook, it is possible that Facebook will return an error to Kustomer, preventing the message from ultimately reaching your customers. Here are some errors you may encounter and how you may resolve them.

Error: "Facebook account password changed. This may require reauthorization by an admin."

When a password for a linked Facebook account's password is changed, Facebook requires that third-party integrations like Kustomer to be reauthorized. To do this:

  1. As a Kustomer admin, go to Appsand select Facebook in the sidebar.
  2. Remove all of the pages associated with your linked Facebook account.
  3. Select Log Out.
  4. Select Sign in to Facebook to relink your Facebook account with Kustomer.
  5. Add the pages that were removed in step 3.

Error: "Facebook Messenger sending temporarily blocked by Facebook."

This error means your Facebook account has failed a security check by Facebook. You must log into your account at https://www.facebook.com and follow Facebook's instructions to correct the issue. If you are still experiencing the issue or don't receive any instructions when logging into Facebook, please contact Facebook Support for help unblocking your Facebook account.

Error: "Facebook account must be an administrator, editor, or moderator of the page."

This error means your Facebook account has failed a security check by Facebook. You must enable two-factor authentication if it is required in your page. You must log into your account at https://www.facebook.com and follow Facebook's instructions to correct the issue. If you are still experiencing the issue or don't receive any instructions when logging into Facebook, please contact Facebook Support for help unblocking your Facebook account.

Issue: Comments and DMs not coming in to Kustomer despite all options selected

To resolve this issue, make sure that the following two things are met:

  • The user adding the Facebook Business Page has the proper permissions needed as stated in the Prerequisites. Admin level permissions to this page are required when setting up this integration. If the user that added the Facebook Business Page does not have admin permissions to that page, agents in Kustomer won't be able to respond to your customer created conversations.
  • The Kustomer App has all access to your Facebook Business Page. You can use this link to see the list of all business integrations with your Facebook Business page, or you can search for "Business Integrations" while logged into your Facebook Business page.

FAQs

Q. Do I need a Facebook Page to message my customers?       

Yes, Facebook requires you to connect a Facebook Page in order to communicate with your customers via Facebook.

Q. What if I want to send a direct message to a customer first?       

Your customers must contact you through Facebook Messenger first. This means you cannot send outbound Facebook messages before the customer starts the conversation. If you would prefer to contact your customer first, you can use another channel such as text or email. 

Q. How many pages can I connect?       

You can connect up to 50 Facebook pages to your Kustomer site.

Q. Is there an easy way to separate the messages from each page?       

Yes. You can easily separate and organize messages that come in from multiple pages through search. 

Q. What customer information is included when they message me or comment on a post?        

When a customer messages your page through Facebook you will receive their name and Facebook profile photo. If you have previously merged this customer into a customer with additional fields like email and phone Kustomer will associate the message with the correct customer.

Q. I’m on the basic plan, can I use the Facebook channel?       

Yes!

Q. How do I combine duplicate customers created by Facebook?

Use the Merge Customers option to merge one or more customers.

Q. How do I find my Facebook Page ID?

To find your Page ID:

  1. From News Feed, select Pages in the left side menu.
  2. Select your Page name to go to your Page.
  3. Select About at the top of your Page. If you don't see it, click the More arrow.
  4. Scroll down to find your Page ID below MORE INFO.

Q. Can Kustomer track messages sent from the Facebook Messenger app?

Kustomer can only capture and record outbound messages sent from within the Kustomer platform. If you use the Facebook Messenger app to reply to a customer, Kustomer cannot capture that message in the timeline. We recommend allocating enough seats for your agent team to fully work in Kustomer to ensure that all messages are captured in the platform.