The Zoom Contact Center Facebook Messenger channel allows brands to engage with consumers using Facebook Private Messages. Zoom Contact Center admins can connect to a Facebook business page, then set up the Facebook messaging channel. After setup, agents and supervisors send and receive Facebook private messages using the Zoom Contact Center client. They can also track performance of the Facebook messaging channel.

This article covers:

• How to connect to Facebook business pages
• How to set up a Facebook Messenger flow
• Agent and consumer experience

Prerequisites for setting up the Facebook Messenger integration

• Account owner or admin privileges
• Zoom Contact Center
• Owner or admin access to a Facebook business page
• Messaging queue created
• Flow created in Facebook Messenger channel

How to connect to Facebook business pages

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Messaging tab.
4. Click Add Messaging then Facebook Messenger.
5. Make sure you’re signed in to your Facebook account that has owner of admin access to the Facebook business page.
6. Click Continue.
7. Select the Facebook business pages to connect to Zoom Contact Center. You can choose several pages.
8. Make sure all toggles are enabled to grant Zoom Contact Center access to the Facebook business pages, then click Done.
9. Click OK.
   You will see a new connection in the Integrations page.

How to set up a Facebook Messenger flow

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Flows.
3. Locate a flow in the Facebook Messenger channel.
4. Click the ellipses icon, then Manage Entry Point.
5. Select the Facebook business pages to use as the entry point for the flow. Any private messages to the select Facebook business pages will be routed through the flow.
6. Click Add.
7. Click the display name of the flow to edit it. Make sure the flow is in Draft status.
8. To route to a messaging queue, add or edit a Route To widget and specify these settings:
   • Route to: Select Queue.
   • Queue: Select a messaging queue to route to.
   • Change other widget settings as needed.
9. Publish the flow.

Agent and consumer experience

1. Consumers can locate your brand’s business page on the Facebook website or app, and send a message to your brand.
2. Agents will receive a notification of the incoming engagement depending on the messaging queue settings.
3. After accepting the engagement, agents will see any automated messages sent to the consumer, and the consumer’s Facebook name and profile picture in the Profile tab. Learn more about the Profile tab and the information displayed. Agents can add the consumer to the address book.
4. The consumer will see the agent’s Zoom Contact Center display name.
5. The agent and consumer can send and receive images and files.
6. When the agent ends the engagement, the consumer will see a message stating that the agent has ended the chat.
7. If the consumer replies after the agent ends the engagement, a new engagement will be created.