Connecting Facebook Messenger to tawk.to

The instructions below are for desktops and laptops only.

You can unify your support channels by connecting Facebook Messenger to tawk.to, and handle all your customer inquiries from a single, centralized dashboard.

In this guide, we’ll show you how to:

• Connect to Facebook Messenger

• Respond to Facebook messages in your tawk.to inbox (and troubleshoot message delivery issues)

• Set the message status and priority, add tags, and assign team members

• Assign an AI agent to your Facebook inbox (if you’ve enabled AI Assist)

Note: This is for business Facebook accounts only.

Follow these steps to connect Facebook Messenger to your inbox:

2. Select the correct property.

3. Click Inbox on the left navigation bar.

4. Click + Connect Channel on the left menu.

5. On the Select Integration page, select Facebook Messenger (under Messaging).

6. This opens the Overview tab of the Facebook Messenger inbox integration. Click Install in the upper right corner.

7. In the pop-up window, log in to your business Facebook account, grant tawk.to Omnichannel Inbox permission to access your Messenger chats, and follow the instructions to complete the connection.

Click the Facebook Messenger inbox to view your messages on the right panel.

Now, when a customer sends a message via Facebook Messenger, all your previous messages with that customer will be loaded automatically, and you can continue the conversation seamlessly.

Click a message in your Facebook inbox to open the conversation.

Enter your message in the Reply field and press Enter or click the green icon to send.

Multiple team members can participate in a conversation, making collaboration easy.

If you have shortcuts set up, you can use them by typing “/” or clicking the forward slash icon. 

To learn more about shortcuts, check out this guide: Creating and managing shortcuts.

To attach a file to your message, click the paperclip icon. Then, select the file from your computer or device.

To add an emoji, click the smiling face icon.

Use the tools at the top of each conversation to manage status, assign team members, set priorities, and add tags.

The message status
Facebook messages can be in one of the following states (shown under Status):

• Open: The message is unanswered. If the customer left contact information, respond promptly.

• Pending: The customer has been answered, and the issue is being resolved.

• Closed: The conversation is resolved.

To change the status, click the current status and select a new one.

Assign a team member
You can assign the conversation to yourself or a team member (if you have multiple support agents).

Click the assignee field, select a team member’s name, and they will be assigned to the conversation.

Set the priority
Click the priority indicator and select the desired priority.

Add tags
Click the tag icon to see available tags, and click + to add tags to the conversation. To learn more about tags, check out this guide: Tagging chats, contacts, and tickets

Tags will appear at the top of the conversation. Hover over a tag and click ✕ to remove it.

More options

Click the 3 dots for more options to help keep your inbox organized:

• Mark as Spam: Moves the conversation to Spam.

• Delete: Moves the conversation to Trash.

• Hide Events: Hides events such as tagging and assigning from the conversation.

The right sidebar provides quick access to shortcuts, your knowledge base, and conversation history. Use these tools to assist with responses and reference past interactions.

Click ✕ to close the conversation and return to your inbox.

If you’ve enabled AI Assist, you can assign an AI agent to manage Facebook conversations for faster, more accurate responses.

Follow these steps to assign your AI agent to your Facebook inbox:

1. Go to Channels on your AI agent’s Settings page.

2. Scroll down and enable the toggle for your Facebook inbox. 

Your AI agent will now be able to respond to your Facebook messages.

After enabling the above settings, you can use AI Commands and Smart Reply in your Facebook Messenger conversations.

2. Click Integrations in the left submenu.

3. Select Facebook Messenger.

4. Click the Settings tab. Then, click the 3 dots next to the Facebook inbox. Here, you can:

• Connecting multiple Facebook accounts
  Multiple Facebook business accounts can be connected to a single tawk.to property. You can choose to connect all your accounts or specific accounts only. Learn more here: Connecting multiple Facebook accounts to a property

• Troubleshoot message delivery issues
  If your messages aren’t going through via Facebook Messenger, you may need to check the Connected App settings on your Facebook page and grant tawk.to the correct permissions. Learn more with this guide: Facebook Messenger: Troubleshooting message delivery issues

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