Facebook

Quick links in this article:

This article will provide an insight into Facebook in Gnatta and the features that are available - for general information on adding a channel, check: Add Your Channels

Connecting An Account

To get started, navigate to your Facebook settings and add a new account: Configuration > Settings > Facebook > Connect a Facebook Account

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Navigate to Facebook settings and select Connect a Facebook Account

A new dialog box will open in your browser - you’ll need to log in to a Facebook account that has admin privileges for the Facebook page you’re trying to connect. Once you’ve logged in, click Connect (or Reconnect if you’ve done it before).

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Log in and click Connect (or Reconnect)

If authentication is successful, the dialog box will close. Return to your Gnatta window in your browser, and you should find a brand new popup presented, with a list of the available pages you can connect. Select the relevant page, and wait a few moments whilst Gnatta does the rest!

When it’s complete, the account will populate in the list of Facebook accounts. Click into it to check the team (Gnatta will automatically add your default team).

It’s critical you select the correct team, because this is how Gnatta determines:

• Who is allowed to respond - for security purposes, only users who are in a team mapped to the account can respond to those interactions, regardless of whether they’re assigned on their radar.

• What availability there is - based on the opening hours schedule of the team(s) associated to the account. If an interaction is received after hours, you can create workflows to handle it differently

Account Streams

For each account you connect in Gnatta, we’ll automatically split communications detected into relevant streams. For Facebook, there are three streams:

• Inbox - this is all of your inbound private messages (Messenger)

• Outbox - all of your outbound private messages (Messenger)

• Wall - Posts (inbound), comments (inbound) and threaded replies (inbound and outbound)

The Wall stream is specific to Facebook - communications in this stream are divided into the three types listed.

Splitting Public vs Private interactions

Public and private messages from the same customer will be kept together, by default. If you’d like to split these interactions, so you can route public interactions to a more urgent queue, you can use Workflow to detect whether the message is public or private, and split interactions accordingly. We’ve demonstrated this in the Workflow template Templates | Split Public Interactions.

Response Limitations

Facebook allows up to 7 days from the last customer message for you to send as many messages as required to the customer (as long as it’s from a human). After this time, you will not be able to respond to the customer any further until they send another message.

Advanced Features

These are advanced Facebook features that Gnatta is currently compatible with - please get in touch if you’d like support in setting them up!

• Messenger Quick Replies - Our auto-replies support adding quick replies to give customers options to choose from and control the customer journey. Chatbot journeys with quick replies can be created in Workflow: Learn About Workflow

• Messenger Get Started & Welcome Message - Preset a message that is shown when a customer opens messenger with your page, and a Get Started button to begin automated customer journeys. Learn how to enable these here: Welcome Screen Settings

• Messenger Persistent Menu - Configure a menu that is present when a customer is using messenger. 

• Facebook Handover Protocol - In order to create a chatbot journey via Facebook, you must adhere to the Facebook Handover Protocol. This protocol requires a primary receiver, usually a bot, with Gnatta as the secondary receiver of messages. The automated conversation will be passed over from the bot and become visible in Gnatta. This handover is monitored via the Thread Control Received event in Workflow, and is a crucial part of how Facebook chatbot journeys are put together in Gnatta. This is very advanced functionality - please get in touch for support.