Messenger

Integrating Messenger with Chatbase allows your custom agent to communicate directly with customers via your Facebook pages. It also allows you to takeover the conversation whenever you want and communicate with users yourself through messenger. This provides a seamless and efficient way to handle inquiries and automate responses, while giving you the freedom to talk to your customers whenever you want. This guide will walk you through the necessary steps to connect your agent to Messenger for your facebook pages, ensuring smooth and effective customer interactions.

Attachments are supported, allowing your agent to process them and respond based on their content. For more information, please refer to this section.

Connecting to messenger

1. First navigate to your dashboard, and pick a agent.

2. Navigate to connect > Integrations

3. Click on Connect if it is the first time you use the integration or manage, if you already connected pages before.

4. If this is the first time you will be asked for permission to allow chatbase to use your information. Note: if you integrated some pages and would like to modify your selection pick the Edit Previous Settings option.

5. Choose which pages you would like to integrate the agent with by selecting the Opt into current pages only option, if you want to integrate all pages on your account select the Opt all current pages option.

6. Review the permissions and click save.

7. click on done and wait for the integration to connect, this should take only a few seconds.

8. Once connected you can manage you pages through the Messenger dashboard. It allows you to add new pages by clicking the Connect a new Facebook page button or delete existing pages using the three dots next to the page.

The Human Takeover Feature

The human takeover feature allows you to takeover the chat whenever you would like and chat with users yourself! It works on a conversation level meaning you would be able to choose a specific conversation from the dashboard and stop the agent from answering that conversation.

Note: some conversations may not have the human takeover icon, that happens when you delete a page from the integrations dashboard, you would still have access to your conversations in the chat logs, but since the integration was deleted you will not have access to the takeover feature since this page’s integration was deleted. This will also happen if you delete a page and add it again, so be careful when deleting pages from the messenger dashboard.

to enable human takeover for a specific conversation:

1. Navigate to Activity either through the Navbar or through the messenger dashboard.

2. in the Chat logs section make sure to show only messenger chats.

3. Click the human takeover icon to the right of source.

4. Click the icon to enable human takeover.

5. You can click the icon again to restore access to the agent.

Connecting different agents to different pages

With the Chatbase Messenger integration, you can connect different agents to various pages. This capability allows multiple agents to manage different Facebook pages, providing specialized interactions for each page. here are the steps to adding different agents to different pages.

1. After connecting the first page(s) you should now have access to the manage Facebook pages integrations page. navigate to the agent you want to connect then Activity > Integrations > manage.

2. Click the Manage button to navigate to the dashboard. As shown in the agent field, all my pages are connected to the same agent. If I want to connect another agent to an already connected page, click, then simply delete the agent.

3. Click connect a new Facebook Page, and make sure you are on the correct agent. Then click edit previous settings.

4. A list of pages connected will be displayed, if you deleted a agent in step 2 it will be selected here, don’t deselect any agent you want to stay connected to chatbase as deselecting the agent will result in disabling that agent for chatbase.

5. Select the page you want to add the new agent to, and click the next button. if the page was already selected click the next button.

6. Click the save button.

7. As shown the new page was added to the dashboard, and is now integrated with the new agent.

You can now enable or disable Messenger integration without disconnecting it. Disabling pauses messages while keeping your setup intact, and you can re-enable anytime to resume. New chats will still appear in your Chatbase dashboard chat logs.

Now this brings an end to the Messenger integration guide, for any further questions please do not hesitate to contact us.