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Ronald Torres (Jefe de Proyectos bei GOCODE SpA) fragte in #Omni Channel
16. Okt. 2024, 14:03
Creating a New Messaging Channel "Facebook Messenger" in Service Cloud

Hi there!

I’m experiencing issues while setting up a new "Facebook Messenger" messaging channel in Service Cloud. When I try to create the new channel, I select the "Facebook Messenger" option.

 Creating a New Messaging Channel

I follow the steps, accept the legal agreement, and reach the step where I need to authenticate with Facebook. I click the authentication button, which takes me to the window where I’m supposed to accept the connection with Facebook.

Captura de pantalla 2024-10-16 104826.png

Captura de pantalla 2024-10-16 104841.png

But right after this, I get the following error:

 

Captura de pantalla 2024-10-16 105115.png

As background, I’ve had pages associated with this Facebook profile connected to Salesforce before. In an attempt to fix the issue, I’ve removed the integration between Salesforce and the Facebook profile under "Business Integrations" in Facebook settings, and I’ve deactivated the page that was previously connected to Salesforce. I’ve also ensured that other public and active Facebook pages are available, but I’m still receiving this error.

If anyone has any information that could help me resolve this issue, I’d greatly appreciate it.

Thanks in advance!

 

#Omni Channel  #Services Cloud Omni-Channel  #Facebook Messaging  #Salesforce Developer  #Service Cloud

2 Antworten
  1. Logan Boardman (N/A)
    2. Juni 2025, 21:28

    Please select a best answer to close out the thread if your question is resolved :)

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Nick Coleman (Senior Manager Salesforce & Integrated Solutions bei Dunelm) fragte in #Einstein Bot
16. Okt. 2024, 18:55
Stop an Einstein Bot initialising when an Outbound message is sent first

We have a use case whereby we are putting our Einstein Bot in front of Facebook Messenger and then when a transfer to agent occurs this will invoke an enhanced messaging session.

Our problem is that we also have a social media solution which may use outbound messages in FB Messenger as part of it's solution, however in those instances, when there is a reply, we don't want the Bot to initialise.

Does anybody know how we could configure the Einstein Bot to recognise this outbound message (from us) and then if/when a reply comes (as an inbound next message), the Bot would not initialise and the conversation could continue?

 

#Einstein Bot  #Facebook Messaging  #Flow

1 Antwort
  1. SYED ZAIN (Wi-Tronix)
    17. Okt. 2024, 04:18
    I would look into the routing flow that routes the messaging session to the bot and add a condition to not run when you have an outbound message. Basically make adjustments in the routing flow as per your requirements.
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Jiedong Ding (Salesforce Developer bei Picnic Technologies) postete in * Service Cloud *
18. Sept. 2020, 20:01

Hi,

 

We have implemented Facebook Messaging in Omni-Channel, and found that the "Messaging Session" will get in to status "Waiting", if the routed agent didn't accept the work item (either rejecting it or logging out), then the "Messaging Session" will remain stuck at the status "Waiting".

 

There is no option to view the conversation (it says "This chat hasn't started yet. Check back later.") nor to start the conversion ("Start Conversation" button is only available for SMS I believe). And even if this time a new agent goes online in Omni-Channel, this session will not be routed to the agent. So it means that this particular "Messaging Session" will stay in "Waiting" status forever unless an admin end/delete the session.

 

Any one using Facebook Messaging have same issue like this? It is not good customer service if someone messages through Facebook but won't ever get a response.

 

Thanks in advance!

4 Kommentare
  1. Jiedong Ding (Picnic Technologies)
    20. Sept. 2020, 12:53

    Unfortunately it still does not work if I logged out then logged in again. The session won't be routed anymore.

    But you did remind me of an important thing, that when the session is rejected by the agent at first, I notice the session owner remains at the agent, instead of switching back to blank (or the queue). Because I remember for general cases routing, when the work item is rejected by the agent and no other agents are logged in, the case owner will be switched back to the queue.

    I then found out my queue is only supporting "Case" object, as messaging was introduced at later stage in our implementation and this queue is shared between channels. So this configuration is missing.

    So I added "Messaging Session" to the queue's supported object and did a test. Now it is working fine, that if a work item is rejected by the agent, the session owner will be assigned back to a blank value (waiting for next agent). Next time someone is logged in, it will be routed properly.

    Thanks a lot for the inspiration! And for anyone who is having similar issues, please do check the queue settings as well.

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