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Version: v1

Facebook

Relays comments on your Facebook Page posts and Messenger conversations into Intercom, and posts your replies back as comments or messages.

Before you start​

You need a Facebook login that administers the Page or Pages you want to connect. During sign-in Facebook asks you to grant OmniSaaSy access to the Pages, their content, engagement, metadata and messaging. Grant access to every Page you want relayed.

Connect​

  1. On the Channels page choose Add Channel, then Facebook.
  2. Sign in to Facebook and approve the requested access.
  3. Back in OmniSaaSy, the Set up Facebook panel opens. Choose Confirm.

One property is created for every Page the login administers. There is no picker, so remove any Page you do not want with Remove Integration on its tile. The tile shows the connected account with the Page name beneath it.

What is relayed into Intercom​

Facebook pushes events to OmniSaaSy as they happen.

  • Comments on your Page's posts, when Relay posts that mention account is on. The Page's own comments are not relayed. The note carries the comment being replied to and the original post.
  • Messenger conversations, when Relay all private messages to account is on.
  • Images are relayed with the message. Videos and animated GIFs cannot be relayed; the conversation gets a note asking you to request them through another channel.
  • If the post or comment has since been deleted, the conversation says so and further replies are not relayed.

Each comment conversation carries the note Only your first response will be relayed for this message.

Replying​

  • Comment replies are posted once. A second reply is refused with a note; to change your reply, delete the original and send again. A comment can carry one attachment.
  • Messenger replies are sent as messages. Send each attachment separately.
  • Redacting your reply in Intercom deletes the comment on Facebook.

Settings​

Enable Relay, Allow responses from Fin AI, Relay bot/workflow responses, Relay posts that mention account and Relay all private messages to account. See Configuring channels.

Connection notes​

Facebook access is refreshed automatically. If the tile shows Connection expired, open it and choose Re-authenticate. Removing the integration revokes OmniSaaSy's access on Facebook as well as deleting the properties.