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
Set the message status and priority, add tags, and assign team members
We’ll also show you how to 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. On your dashboard, select the property for which you want to connect to Facebook. Hover over the property name to ensure you’ve selected the correct one.
3. Click Inbox on the top menu.
4. Click + Connect on the left menu.
5. On the Select Channel page, click Connect under Facebook Messenger.
6. 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.
You can choose to grant permission for all your business accounts, or just the ones you select.
7. Once the connection is successful, your newly connected Facebook Messenger inbox appears below Chats and Tickets on your dashboard’s left menu.
Click the Facebook Messenger icon to view your messages on the right.
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.
You can connect multiple Facebook Messenger accounts to a single property. However, once a Facebook account is connected to one property, it cannot be connected to another.
For example, when adding new Facebook Messenger accounts, connected account(s) are labeled as Connected to another property, like this:
Next, let's look at how to respond to Facebook messages.
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.
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.
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.
Renaming and disconnecting your Facebook inbox
To rename or disconnect your Facebook inbox, go to Administration > Channels > FB Messenger. Then click the 3 dots next to your Facebook Messenger to Edit the name or Disconnect. You can disconnect Facebook Messenger if you’d like to stop receiving Facebook messages in your tawk.to inbox, and reconnect anytime.
For more tips on using the Inbox, Shortcuts, and AI Assist, explore the following guides:
Getting started with the Inbox
Creating and managing shortcuts
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