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Integrate your Facebook messenger with Freshdesk Messaging

Why integrate

  • We’ll route all messages from your Facebook pages to your Freshdesk Messaging Inbox, which will help keep all of your customer communication in one place. 

  • You can read, manage and respond to messages you receive directly from your Freshdesk Messaging inbox. 

What you need before you integrate

You need to have a Facebook page and you need to be an Admin of your Facebook page.

24-Hour Messaging Window

Businesses and developers using the Send API have up to 24 hours to respond to a message sent by a user in Messenger when using standard messaging. A bot may also send one additional message after the 24-hour time limit has expired. The 24-hour limit is refreshed each time a user responds to a business through one of the eligible actions listed in Messenger Conversation Entry Points. This is commonly referred to as the '24 + 1 policy'.

For information on how to send messages outside the 24-hour messaging window, check the Facebook developers portal. (https://developers.facebook.com/docs/messenger-platform/policy/policy-overview).

Once 24 hours are complete after the last message by the person, the agent will not be able to respond via Freshdesk Messaging. This is what the agent's screen will look like.

How to integrate Facebook in Freshdesk Messaging

Go to Admin > Integrations > Facebook

Click Connect and login to your Facebook account.

Login with your Facebook credentials and authorize the integration by clicking Continue. 

Select the Facebook pages that you want to integrate with Freshdesk Messaging.

You can now allow what Freshdesk Messaging can do by selecting the required options.

Facebook is now linked to your Freshdesk Messaging account. 

You just have to move the toggle to the right for the pages you want to connect with Freshdesk Messaging. You can also assign incoming messages from your different Facebook pages to different teams (groups) by selecting it from the drop-down.

Once you’ve integrated Facebook with Freshdesk Messaging, anytime someone sends you a Facebook message, it will appear in your Freshdesk Messaging inbox. You can quickly see if that message was sent from Facebook by checking the ‘Facebook’ tag below your message. 

Each Facebook page also gets its own Topic in Admin > Topics. You can use it to further enhance your customer service experience by triggering a bot to deflect questions or having a specialized agent group handle these questions by assigning the Topic (all the questions from the Facebook page) to the group.

How Facebook messages work in Freshdesk Messaging

  • Only private Facebook messages will get sent to your Freshdesk Messaging inbox. If someone posts a Facebook message on your wall it won’t appear in your Freshdesk Messaging inbox. 

  • When someone sends a message to your company's Facebook page you’ll only be able to see that person’s Facebook name and profile picture in Freshdesk Messaging. We recommend asking for their email and adding it to their profile. 

  • We support images and videos sent from Facebook.

Which Freshdesk Messaging features work with Facebook messages

  • You can reply quickly to Facebook messages using Canned Responses and FAQs from the Inbox.

  • Bots can be mapped to the Topics on Freshdesk Messaging, and each Facebook page gets its own Topic. You can use the Bot-Topic mapping to deploy your bots on conversations from Facebook. Learn more.

  • We support images and videos to be sent from Freshdesk Messaging