Learn how to connect and configure a Facebook Messenger inbox for your support team.
How to create a Facebook inbox in Chatwik?
Follow the step-by-step process below to connect your Facebook page:
Go to Inbox Settings
Navigate to Settings → Inboxes → click Add Inbox.
Select Messenger
Click on the Messenger icon from the list of available channels.
Log in with Facebook
Click the Facebook Login button. This will open a popup window for authentication.
Authenticate & Select Page
Log in to your Facebook account and select the page you want to connect. Ensure all requested permissions are granted to allow seamless message sync.
Choose Your Page
Select your Facebook page from the dropdown menu that appears in the inbox setup wizard.
Add Agents
Assign agents to this Facebook inbox so team members can receive and reply to incoming messages.
Once connected, any message sent by a customer to your Facebook page will instantly create a conversation in your Chatwik inbox.
Additional Inbox Settings
To customize your Facebook channel settings, go to Settings → Inboxes and click the gear icon next to your Facebook inbox.
General Settings
- Enable Channel Greeting: Sends an automated welcoming message when a customer initiates a new conversation.
- Enable CSAT: Automatically prompts customers with a Customer Satisfaction survey when a conversation is resolved. CSAT scores can be reviewed under Reports.
- Reauthorize: Use this button if you ever need to reconnect or renew access tokens for your Facebook page.
Managing Collaborators
- Open the Collaborators tab.
- Add or remove agents assigned to this Facebook inbox.
- Enable or disable Automatic Assignment of new incoming conversations to assigned agents.
- Click Update to save changes.
Business Availability
- Open the Business Hours tab.
- Check Enable business availability for this inbox to set operational hours.
- Customise the Unavailability Message displayed to customers during off-hours.
Wik AI Note
When Wik AI is enabled on an inbox, the unavailability message is automatically suppressed. Wik AI handles conversations directly outside business hours unless explicitly handed off to a human agent.
- Set specific working hours for each day of the week along with your time zone.
- Click Update Business Hour Setting.