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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:

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.

You can find the integration with Facebook Messenger in the Channels > Messenger section

Click on the blue ‘Connect your Facebook account‘ button in order to integrate your Tidio account with the Facebook Messenger app.

Log in to your Facebook account and continue with the chosen private account

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

Choose the page which you would like to connect with your Tidio account

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.

Allow the permission so that Tidio can work properly on your Facebook page

In the next step, you will see a message which will state that the Facebook Page is now linked to Tidio.

Your Facebook Page was linked to your Tidio account successfully

After that – just click on the blue ‘save changes‘ button to confirm the integration.

Just save the changes and all done! Your Messenger is now connected

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.

Click on the Send Message button to send a message and receive it in your Tidio panel as well

Send a message, just like a regular Messenger user would.

Send a message in the Messenger window to later see it in your Tidio panel

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 will see that the message is from the Messenger as the icon next to the visitor’s avatar will be a Messenger logo

 You can reply to the user using the same chat window.

The message will be sent straight to your visitor’s Messenger 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.

A message sent from the Tidio panel – received in the Messenger window

How to create bots that will send messages through the Messenger window

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.

The Chatbots section is the third icon in the left-side menu located in your Tidio panel.
The Bots launcher tool is located in the Chatbots 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).

You can edit and adjust the bot’s message to your needs in the Bots Launcher > Welcome Message section

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 create a bot that will be seen as one of the buttons in the Messenger window – simply add the Visitor clicks the bots button trigger

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.

Click on the trigger’s icon to edit the name of the button

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)
Three triggers that can be used inside the Facebook bot

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.

The buttons will later be displayed in the Bots Launcher > Welcome Message section, below the bot’s message

Take a look at how it looks on the visitor’s site in the Messenger window:

The Message with custom buttons in the visible 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.

You can add more buttons to your Messenger bot to better engage with your Facebook page visitors

Troubleshooting

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:

You can remove Tidio from your Facebook in the settings > business integration section

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]

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