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FAQ about Facebook channel setup

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This article provides answers to frequently asked questions (FAQs) about configuring the Facebook channel in Omnichannel for Customer Service.

Why aren't agents able to receive messages that are sent from Facebook?

If agents who use Omnichannel for Customer Service aren't receiving Facebook messages, it's likely because their customers lack the necessary roles or permissions. The assignment of roles or permissions might vary slightly, depending on whether the Facebook app is in production or development mode.

App in production mode:

  • If the customer is using the Facebook page for messaging for the first time, they must request pages_messaging permission from their Facebook app. After the request is approved, any Facebook user can send messages to your business page.

  • If the Facebook page is currently used for messaging with another provider and you're onboarding the page to Omnichannel for Customer Service for the first time, you must have an existing Facebook page that's linked to two Facebook apps: One that's connected to your existing provider, and the other one set up with Omnichannel for Customer Service.

    Complete the following steps:

    1. Open the Facebook app that has the Omnichannel for Customer service webhook.
    2. In Messenger API Settings, find the webhook subscription properties, and then for Page Subscriptions, select Messages, and Standby.
    3. For messages to show in omnichannel, sign in to your Facebook Page account: Go to Manage > Page Access > Advanced Messaging.
    4. In Messenger receiver at Handover protocol, set the receiver as the Facebook app that's set up with the Omnichannel for Customer Service-provided webhook.
    5. Reopen the Facebook app that has the omnichannel webhook. In Messenger API Settings, in the webhook subscription properties, clear the Standby checkbox.
    6. Resend messages from your Facebook page to verify that messages are received in Omnichannel for Customer Service.

App in development mode: If the Facebook app that you’re using is currently in development mode, then only those Facebook users who have roles within the app can send messages to the Facebook page. Omnichannel for Customer Service can receive and forward the messages.

If you grant roles to an existing Facebook user, make sure the user has a Meta Developer account. They need to sign in and accept the assigned role invitation to the app from their account.

If you're creating a test user within the Facebook app, select to automatically install the app, and select the pages_messaging permission.​

See also

Configure a Facebook channel
Understand and create workstreams
Configure automated messages
Configure a prechat survey
Configure a post conversation survey
Delete a configured channel
Support for live chat and asynchronous channels