Facebook Messenger, answered with everything else
Kommio answers Facebook Messenger as customer support: messages to your Facebook Page, from Facebook, Messenger or an m.me link, land in the same inbox as your email and chat, through a Meta app of your own.
One conversation model, whatever the channel.
Facebook Messenger conversations sit in the same list as every other channel, with one owner and one history, so nobody asks the customer to repeat themselves.
What your agent sees
Messages arrive with the customer's name and picture where Meta shares them. Photos, videos, voice clips and files are attached, replies are threaded, edits show as follow-ups, and the composer shows when the 24-hour window closes.
What your customer sees
They write to your Page as usual and see your reply in Messenger, delivered and then read. A bot's choices arrive as quick replies, and a satisfaction survey while the window is open.
Assignment and automation apply
Rules, SLA policies, assignment, agent bots and the AI agent apply. A chatbot flow's choices become quick replies, up to 13. Bots and flows cannot start a conversation: the customer writes first.
Reports count it
Messenger conversations count like every other channel's, with Messenger as its own slice of the channel mix and the inbox as a filter.
The facts that matter for Facebook Messenger.
The 24-hour window and the Human Agent tag
Within 24 hours of the customer's last message anyone can reply. After that a person, not a bot, can still answer for up to seven days with the HUMAN_AGENT tag, once Meta has approved it for your app; Messenger also takes the account, event and post-purchase update tags for those updates only. The composer offers the tags once the window has closed.
Replies from elsewhere show up
A message your Page sends from Meta Business Suite or another tool appears in the conversation marked as sent outside Kommio, and Kommio's own replies are never shown twice.
One Page per app
The app's webhook is one address, so use one Meta app per Page, or set the webhook by hand on a second inbox. Events for a Page the inbox is not connected to are not stored, and the inbox says so.
What goes out
Text up to 2,000 characters, any file up to 25 MB, and typing shown while an agent writes.
Health every five minutes
Kommio checks the token, the Page's subscription to the app and the webhook, and asks for a reconnect when Meta refuses the token.
Going live with Meta
While the app is in development mode only people with a role on it can message the Page and get answers. For real customers the app needs Advanced Access to the permissions through App Review, which needs Business verification; it takes Meta from days to weeks, so plan for it before going live.
Built against Meta's documented APIs and verified live as workspaces connect their apps.
What you need to connect Facebook Messenger.
An administrator does this from Settings. Nothing to install on your side beyond what the channel's own platform asks for.
A Facebook Page and a Meta app
A Page you administer and a Meta app of type Business with the Messenger product added, granted pages_messaging and pages_manage_metadata for the Page.
A Page access token and the app secret
A Page token that does not expire, from a system user (recommended) or the Graph API Explorer, and the app secret from the app's settings. Both are stored encrypted and never shown again.
Test and go
Settings › Marketplace › Facebook Messenger › Install in this workspace. Paste both, press Test connection, and Kommio sets the app's webhook and subscribes the Page. Message the Page from m.me and your reply comes back.
Step by step, with the exact fields and what to do when something does not arrive: Facebook Messenger and Instagram: tokens, setup, the window and tags.
Coming from another help desk? Kommio as an alternative to Chatwoot, Zendesk, Intercom, Freshdesk or Help Scout, and what free help desk software really means.
Other channels
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