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. Explore How to Assign a Default App in Facebook Page Settings.

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.

How to 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.
   

   
   
   
   Explore How to Map Your Facebook Page Across Multiple Brands and Groups in BoldDesk.

7. Configure comment handling options based on your requirements and click Next.
   In the Comments Configuration section, you can control how Facebook post comments are converted into conversations in BoldDesk:

   • Comments Configuration Toggle:
     Enable this option to allow BoldDesk to capture and process Facebook post comments. If disabled, comment-related settings will not be available.

   • All Posts:
     Select this option to automatically convert all comments received on your Facebook posts into conversations.

   • Comments with Specific Keywords:
     Choose this option to convert only comments that contain defined keywords into conversations. This is useful for filtering and focusing on relevant customer interactions.

   • Auto Tag Keywords:
     Turn on this toggle to automatically assign the detected keywords as tags to the created conversations. This helps in better categorization and easier tracking of customer queries.

   • Keywords Field:
     Enter one or more keywords that will be used to identify and convert relevant comments into conversations.
     

     
     
     

After configuring the required options, click Next to proceed.

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.
   

   
   
   

Troubleshooting

Facebook messages are not arriving in BoldDesk

• Confirm the Facebook Page default app is configured. Explore How to Assign a Default App in Facebook Page Settings
• Confirm the Facebook account is authenticated in Admin → Chat → Facebook.
• Confirm BoldDesk permissions were not revoked in Meta Business Integrations.
• Confirm the Facebook Page is active in Meta (not disabled).

Agents cannot reply to Facebook users from BoldDesk

• Confirm BoldDesk still has the required permissions (re-authenticate if permissions were revoked).
• Confirm the correct Facebook Page channel is configured and saved.

Facebook comments are not converting into conversations

• Confirm Comments Configuration toggle is enabled.
• If using Comments with Specific Keywords, confirm keywords are configured and the comment includes a matching keyword.
• If using All Posts, confirm the option is selected for conversion.

Frequently Asked Questions

1. What happens if I revoke BoldDesk’s permissions from Facebook?
   BoldDesk can no longer convert messages/comments into conversations, send replies via Messenger, or access Page configuration data. Re-authenticate the Facebook account in BoldDesk to restore functionality.

2. Can I assign Facebook conversations to specific agents or teams?
   Yes. During Facebook Page setup, use Brand and Group assignment to route conversations. BoldDesk automation rules and manual assignment can also be used.

3. Can I connect multiple Facebook Pages to BoldDesk?
   Yes. You can connect multiple Pages and map them to different brands or agent groups.

4. What Facebook interactions create conversations in BoldDesk?
   BoldDesk can create a conversation when a customer sends a Messenger message to the connected Facebook Page or posts a comment on the Page (based on the configured Comments Configuration rules).

5. Do I need to set a default app in Facebook before using BoldDesk integration?
   Yes. Setting a default app in Facebook Page settings is a required step to receive messages and reply effectively. Explore How to Assign a Default App in Facebook Page Settings

6. Can agents reply to Facebook customers from inside BoldDesk?
   Yes. The integration supports two-way communication, so agents can reply to Facebook users from BoldDesk and the replies are delivered through Messenger.

7. Can I connect multiple Facebook accounts to BoldDesk?
   Yes. Use Admin → Chat → Facebook → View Accounts → Add Account, then complete the authentication flow for each Facebook account.

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
4. How to Assign a Default App in Facebook Page Settings