Facebook integration

In order to connect a Facebook channel, you must first create a Facebook page. To create a Facebook page, log in to your Facebook account and click the Create button (+) and select a page.



Please provide all the required information. After creating the page, you can set the cover, avatar, as well as the short name of your page by which you can search on Facebook. If you want to receive both posts and comments and private messages from your Facebook page, you must click on the "+ Add button" and then select "Send Message" and follow the settings. (it will help you to test the page right after your finish set up integration)



Now you need to connect your Facebook page to the HelpDeskEddy system.

Go from the Management module to the "Setting up communication channels" section, click on the button "Add channel" ,and then select the channel Facebook and the Department, which will receive requests from the connected channel. Next, you need to log in to Facebook (using the administrator profile of the required page) from the system using the button "Log in via Facebook".



After authorization, you need to select the page that you want to use to connect to the system and give access to the system when working with the page,



after which the configuration will be completed. You can also view and, if necessary, edit your connection settings in the "Business Integrations" section for your Facebook account. Upon successful connection of the Facebook page in the HelpDeskEddy system, you will be able to see the name and unique number (ID) of the page.





When reconnecting or connecting another page to the system from the same account, you will need to click the button "Edit settings" after authorization





and select another page to connect to the system.



After successful connection, any user (client) using a Facebook account can write a personal message, post or comment to the post on your page, and you will see any of the messages in the form of an ticket in your system.

You can regulate how messages are received using the "Channel settings" option and, for example, uncheck the box if you want to get only private messages from the page.



In order for messages from the connected page to appear not only in "Requests", but also in the module "Omnichannel" , you need to set additional settings for display. You can do this in the section "Omnichannel Settings" .



If you need to reconnect the integration to the system or remove previously connected integrations to Facebook, this can be done in the "Settings" section and then select the subsection "Business Integration" ,where you will get access to viewing, editing, and deleting the connected integrations.

To delete, it's necessary to tick the selected integration and then click on the button "Delete" .