Configuring Facebook Integration with BoldDesk

BoldDesk empowers businesses to transform their customer service on Facebook with an intelligent integration solution. You can now manage Facebook messages as well as those from other channels within a unified platform.

Key Features of Facebook Integration in BoldDesk

• Converting Facebook messages to conversations: Automatically create a help desk chat conversation whenever a customer sends a message in Messenger and adds a post or comment on your Facebook page.
• Two-way communication: Empower your support agents to reply to customer messages directly through BoldDesk, eliminating the need to switch between platforms. This ensures faster response times and a smoother customer experience.
• Boosting efficiency: Elevate your customer support experience and boost customer satisfaction with the power of Facebook integration.

Check out this video tutorial for more details.

Set a Default App in Facebook Page Settings

Setting a default app in your Facebook Page settings, as described in the article below, is a necessary step to start receiving messages from Facebook and replying to users effectively.

Configure a Facebook Account in BoldDesk

1. Sign into BoldDesk account.

2. Click Admin > Chat > Facebook.

3. Click the Authenticate button to integrate Facebook with BoldDesk.
   

   
   
   

4. Then, log in to Facebook or continue with the account you’re already logged in to.
   

   
   
   

5. Select the businesses you want BoldDesk to access and click Continue.
   

   
   
   

6. Select the pages you want BoldDesk to access and click Continue.
   

   
   
   

7. Choose the businesses you want BoldDesk Channel to access.
   
   

   
   
   

8. Review the necessary permissions BoldDesk requires for seamless integration with your Facebook page, and click Save.
   

   
   
   

9. The confirmation page indicates that your account has been successfully connected to BoldDesk. Click Got it to return to BoldDesk.
   

   
   
   

How to Configure Multiple Facebook accounts in BoldDesk

BoldDesk supports connecting and managing multiple Facebook accounts, providing enhanced account management capabilities for businesses.

Follow the given steps to add multiple Facebook accounts:

1. Click Admin > Chat > Facebook > View Accounts.
   

   
   
   

2. Click Add Account.
   
   

   
   
   

3. Follow steps 4 to 8 in the Configure a Facebook account in BoldDesk section to complete the setup.

Add a Facebook Page in BoldDesk

Follow the given steps to add a Facebook page:

1. Click Admin > Chat > Facebook > View Accounts.

2. Click the Manage option for the Facebook account to add a page.
   

   
   
   

3. Click Add Page.
   

   
   
   

4. Enter the channel Name.

5. Select the Facebook Page from the dropdown list.

6. Select the Brand and Facebook Page from the dropdown list and click Next.
   

   
   
   

7. Enable the necessary options for comment-related configuration and click Next. You can disable this option by turning the toggle switch OFF if you don’t need it.
   

   
   
   

8. Enable the necessary options for Messenger-related configuration and click Save.

   • Read Receipts: Indicates that messages have been read by the recipient.

   • Welcome Message: Sent automatically when a new customer contacts your support team for the first time.

   • Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.

   • Conversation Closure Message: Sent automatically at the end of the conversation.

   • AI Agent Assistant: It allows an AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto-assign to AI agent or Manual Handover) and the AI Agent to use for the account.

   • Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.

   • Auto-tag Conversations: When a conversation is created, tags are automatically added.
     

     
     
     
     
     

9. The Facebook page will be added successfully.
   

   
   
   

FAQs

1. What happens if I revoke BoldDesk’s permissions from Facebook?
If you revoke permissions from Facebook’s Business Integrations settings, BoldDesk will no longer be able to:

• Convert messages or comments into conversations.
• Send replies via Messenger.
• Access page data for configuration.
  To restore functionality, you’ll need to re-authenticate the Facebook account in BoldDesk.

2. Can I assign conversations from Facebook to specific agents or teams?
Yes. You can use BoldDesk’s Brand and Group assignment features during page setup to route conversations to specific teams. Additionally, automation rules and manual assignment options are available to streamline agent workflows.

3. Can I connect multiple Facebook pages to BoldDesk?
Yes. BoldDesk allows you to connect multiple Facebook pages and manage them within the Omnichannel integration settings. You can map these pages to different brands or agent groups for better organization.

Related Articles

1. How to Manage Facebook Pages in BoldDesk
2. How to Map Your Facebook Page Across Multiple Brands and Groups in BoldDesk
3. How to Reauthenticate Facebook in BoldDesk