Facebook Integration Setup Instructions
- James Graham (Deactivated)
Facebook Integration Instructions
Hover your cursor over the Navigation menu in the upper left hand corner.
Select Sharpen Store from the drop down menu that appears.
4. Select the Apps category
5. You will see the Facebook Integration App listed.
6. Click Facebook Integration
7. Select Configure and Install button
8. You will be taken the Facebook Connection Page
9. Visit https://developers.facebook.com and log in with an account that has "Admin", "Editor", or "Moderator" access for all of the pages that you want to give us access to
10. If you are new to the Facebook Developers page, you will click a button for “Get Started” or “Create App” in the upper right hand corner. Otherwise, you will select Add a New App from the available menu.
11. Enter the name of the app, which can be anything, and the contact email.
12. After you select Create App ID, there may be a Security Check page to complete and then you will be redirected to the management page for your app
13. Select Settings (Basic) from the left sidebar:
Find the App ID and App Secret fields. Copy and paste those values in their respective boxes on the bottom of this page
In the App Domains field, add: https://apps.sharpencx.com
In the Privacy Policy URL, add: https://sharpencx.com/privacy-policy/
Add an app icon, which must be 1024 pixels by 1024 pixels
Select Messaging under Category
Select +Add Platform, then Website
Under Site URL, add: https://apps.sharpencx.com
Save Changes at the bottom of the page
14. Setup OAuth:
Select +Add Product on the left sidebar
Select Facebook Login, click Setup, and select Web as the platform
Under Facebook Login on the sidebar, select Settings (we’re ignoring the Quick Start)
For the Valid OAuth redirect URIs, add: https://apps.sharpencx.com/facebook/auth.php
Save Changes so that other settings will become active
Make sure Use Strict Mode for Redirect URIs is set to “No”
Save Changes
15. Set up the webhook:
Select + Add Product on the sidebar
Click Set Up under Messenger and Setup Webhooks (it is a small button halfway down the right side of the page)
In the Callback URL field, add: https://api.fathomvoice.com/V2/facebook/messages/incoming/
In the Verify Token field, add: rjCBn00XwuyulOca
Select messages under Subscription Fields
Click Verify and Save
16. Prepare the app for the approval process
Select Messenger on the sidebar and go to the section for Token Generation
Select a page from the drop down and Generate a token.
In the next section for Webhooks, select a page to include in the integration and Subscribe. Repeat for each page that needs to be added to messages.
Near the bottom there is a section titled App Review for Messenger where you will click Add to Submission next to pages_messaging
In the section for Current Submission, Facebook will show you any information that has not been completed but is necessary before submitting the integration.
Click on the link for Add Details
Select the page from the drop down you would like Facebook to use to test the integration
Select the circle next to “Your Messenger experience doesn’t include automated replies (ex: live messaging)”. Enter a brief description of the kinds of communication you are looking to have with users through Facebook.
Click Save
17. As noted on the Details page, Facebook will want to send a test message through the integration to verify it is working. Before completing the submission process, you will need to Authorize your app using the App ID and App Secret you entered below in order to send and receive messages through your account. You will also need someone with Admin access to login to your Sharpen Portal and assign the app to a Queue to receive Facebook’s message as an interaction. Once received, Facebook requests that you then reply to that message through the integration within 48 hours.
At the bottom of this page, verify that App ID and App Secret are filled in and click Authorize
In the window that pops up, complete the process of allowing the App to interact with your Facebook page.
In Sharpen, go to the Admin page and select Sharpen Q from Configuration
Select a Q that Facebook can send a test message to and Edit
Towards the bottom of the Edit Queue page, there will be a section for Social Media Account Routing, find the name of the FB Page you authorized and click on it so it moves to the box marked Routed
Save the changes
18. Once any other listed requirements on the Facebook Developers page have been completed, you will be able to click Submit for Review and await a response from Facebook. Once the integration has been approved and you are ready to start receiving messages from Facebook, return to Facebook Developers page. Select App Review on the sidebar, there you will find a toggle that will allow you to Make App Public. Make sure you also revisit Sharpen Q settings if you need to remove the integration from the queue you used for the Review process and move it to a live queue for your agents to receive interactions.
19. In the Sharpen application, click the upper left drop down and select Admin.
20. On the Configuration Dropdown menu, select Sharpen Q.
21. Search for the Q you wish to associate and select Edit.
22. Scroll to the bottom of the screen and locate the Social Media Account Routing heading.
23. Select an Unrouted option to Route to the Q and select Save.
Company Facebook Page Message Option
Facebook messages can be responded to via Facebook Messenger and SMS
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