Facebook Messenger Integration

The Omnichannel strategy concerns the ability of a product to be present and usable for the customer anywhere and through various platforms, applications, social networks, among others. 4biz makes available the integration of the tool through various channels and social networks that we will know through this and other documents about Omnichannel. We will discuss how 4biz integration is done with the social network Facebook Messenger.

Before getting started

It is necessary to have permission to access the System;

Have a registered group to receive all Facebook Messenger users/requesters;

Have a registered portfolio that has the "Activity" to be made available by Facebook Messenger;

Configure Smartchat parameters (parameters 118, 315, 317, 390, 447);

Configure Helper parameters (parameters 402, 423, 441, 442, 450, 453);

Have permission to create and/or edit an Omnichannel interaction;

Have performed all the necessary configurations on Facebook (which will be presented later in the document).

Procedure

To access Omnichannel functionality in 4biz, go to Menu > System > Settings > Omnichannel Interactions. The screen with the filters will be shown to search for the interactions and the list of interactions already present in the tool. Before filling in the data to create an Omnichannel interaction in 4biz, it is necessary to perform the configuration in Facebook Messenger itself.

Facebook Messenger Configuration

The following are the prerequisites for configuring Facebook Messenger:

Have a created Facebook Developers.
Create an App on Facebook Developers.
Create a Page and link it to the Facebook Developers app.

The edit option only appears after placing the "Callback URL" and "Check Token" the first time. In the Webhooks panel go to the page and click on "Edit" to edit signatures. Then select the "messages" and "messaging_postbacks" options to allow Messenger page communication with 4biz.

After performing the configuration, you can then access the information that will be used in the tool to carry out the communication.

To access the "App Secret Key" that will be filled in 4biz, go to Facebook Developers and to, Menu > Settings > Basic. In the "App Secret Key" field, click on the "Show" button to copy and paste into the respective field in the tool.
To access the "Access Token" that will be filled in 4biz, go to Facebook Developers and to, Menu > Messenger > Settings. In the "Access Token" panel where the created page is located click on "Generate Token".
To put the URL, go to Facebook Developers and to, Menu > Messenger > Settings. In the Webhooks panel click on "Edit Return URL", and fill in the fields with the data described in 4biz in the fields "Call Return URL" and "Verification Token".

Now that Facebook has been set up, we can fill in the necessary information in 4biz.

4biz Configuration

To access Omnichannel functionality in 4biz, go to Menu > System > Settings > Omnichannel Interactions. Click on "New". Fill in the fields that will appear:

Fields	Description
Identifier	4biz already has this code filled in, and it cannot be changed
Name	The user who is going to register can put any desired Name
Interaction Channel	Select the desired interaction channel. In this case, the "Facebook-Messenger" option
Default Unit	The unit used in the creation of the collaborator/requester of Facebook-Messenger
Default Group	The group that will be configured for the collaborator/requester of the Facebook-Messenger service
Default Activity	Activity to be made available for creating tickets related to Facebook-Messenger
Contact Origin	Configure where the contact will come from. In this case, Facebook
Enable Interception with Helper	Enable this option only when you want the Facebook-Messenger user/requester to interact with the chatbot
Access Token	Copy the information available in Facebook Messenger itself, as shown in the Facebook Messenger configuration
App Secret Key	Copy the information available in Facebook Messenger itself, as shown in the Facebook Messenger configuration
Verification Token	The user can put any token desired (name, number, etc.)
Callback URL	This field is already filled by 4biz with the URL and cannot be changed

If you want to edit or delete an interaction, go to the home page of the Omnichannel Interactions, select one of the existing interactions to edit, or click on "Actions" and select the "Delete" option.