How to Use the Messenger Integration With Tidio
In this article, we will explain all the possibilities that the integration with Facebook Messenger offers.
Tidio integration with Messenger allows you to:
- Receive and answer to the messages sent through a Facebook Messenger in your Tidio panel
- Build bots that will send automated messages in your Messenger window connected with your Facebook page
How to integrate your Tidio account with Messenger
To integrate your Tidio account with the Facebook Messenger – please open your Tidio panel on the desktop device.
Then go to the Settings > Channels > Messenger section.
Click on the blue ‘Connect your Facebook account‘ button in order to integrate your Tidio account with the Facebook Messenger app.
Once, you will be logged in to your Facebook account – we will ask you to choose the page you would like to integrate with Tidio
We will also ask you about your Facebook page permissions.
PRO-TIP We recommend to agree on all of them – otherwise, Tidio may not work properly.
In the next step, you will see a message which will state that the Facebook Page is now linked to Tidio.
After that – just click on the blue ‘save changes‘ button to confirm the integration.
That is all! Your Facebook account is now integrated with Tidio!
If you had a problem connecting Tidio with your Facebook account – please try our troubleshooting at the end of this article.
How to answer to the Messenger chats from the Tidio panel
You can reply to your customers using one Tidio panel – without switching anything, logging into another account, or opening another app.
To check whether your Facebook account was successfully integrated:
Go to your Facebook page and click on the Send Message button to start a conversation or simply find your company in the messenger chat.
Send a message, just like a regular Messenger user would.
You should now receive a notification in your Tidio panel. If you open it a new chat with Messenger as a default channel will be started.
You can reply to the user using the same chat window.
The message should be immediately visible in the visitor’s Messenger window, just as if you’ve sent it from your own Messenger account.
How to create bots that will send messages through the Messenger window
NOTE: On December 16th, 2020, Facebook introduced restrictions on the Messenger API usage – to comply with privacy guidelines from the European Union. The changes to the Messenger API also means some changes to the way you use the Tidio integration with Facebook Messenger and the bots you can build.
To learn more about the changes and the bot’s actions that you can use inside your Facebook Messenger bot, read our article on the EU Privacy Changes to Messenger Integration.
To create a bot that will work on your Facebook page – we will have to use the Bots Launcher tool.
The Bots Launcher tool is located in the Chatbots section. To access it click on the ‘Welcome message‘ button located below the Bots Launcher section.
To edit the automated message sent by the bot click on the text window and adjust it to your own needs. You can keep or delete the dancing bot’s gif as well.
How to edit the automated message
If you would like to add another text or image – simply click on the blue add button in the circle (below the bot’s gif).
How to add custom buttons to the Messenger bot
You can also add custom bots by clicking on the ‘add bot‘ button. By clicking on that button – you will go to the bot’s editing map where automatically the bot with the “Visitor clicks the bots button” trigger will be added.
To add the name of that button which will be visible inside the Messenger’s bot – click on the trigger’s icon to edit it.
The bot will work similarly to the FAQ bot.
PRO-TIP: You can use three triggers that will work inside the Facebook bot. Three of them are:
- Visitor clicks the bots button
- Visitor says (To learn more about this option – check out our NLP bot article)
- The operator doesn’t respond during the conversation ( Will trigger when an operator is already assigned to a conversation but hasn’t responded for a specific amount of time)
We are adding the Visitor clicks the bots button trigger so when someone will click on the ‘get started’ button inside the Messenger window – the visitor will see that bot as a decision button – an option to choose from below the bot’s message.
Take a look at how it looks on the visitor’s site in the Messenger window:
When a visitor clicks on the ‘Learn More’ button – a bot that we have created above (with the Visitor clicks the bots button) will show up.
If you see the error message: Facebook API Couldn’t be loaded – please, try to integrate Tidio with Facebook on Chrome as this is a common Firefox issue.
If you still see that error, follow the steps below:
1. Go to Facebook > Settings > Business integrations
2. Remove Tidio from the list
3. Reauthorise Messenger integration in Tidio again.
If you have any questions regarding the integration or need any help with it, feel free to reach out to us via chat or at [email protected]