{"id":1150,"date":"2022-07-05T09:53:18","date_gmt":"2022-07-05T07:53:18","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=1150"},"modified":"2026-08-25T13:54:48","modified_gmt":"2026-08-25T11:54:48","slug":"linking-facebook-pages","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/linking-facebook-pages\/","title":{"rendered":"Facebook pages – Set them up"},"content":{"rendered":"\n
\"Smart<\/figure>\n\n\n\n

[Reading time: 5 minutes]<\/em><\/p>\n\n\n\n

Overview<\/h2>\n\n\n\n

This article explains how to configure Facebook pages<\/strong> in the Maker so their messages can be handled as Messenger interactions. For how advisors then handle those conversations in the Banner, see Messenger in the messaging pool<\/strong>.<\/p>\n\n\n\n

Connecting a Facebook page<\/strong> lets your organisation receive the page’s Messenger<\/strong> private messages and route them through a Smart Routing<\/strong>, exactly like the other messaging channels. Configuration is done in the Maker, under Entry points > Facebook pages<\/strong>.<\/p>\n\n\n\n

You do not<\/strong> enter tokens or IDs by hand. You sign in with Facebook<\/strong>, and the platform automatically retrieves every page your Facebook account manages. You then link each page to a Smart Routing and enable it.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

1. Prerequisites<\/h2>\n\n\n\n

This section requires the Facebook pages<\/strong> right. Reading the list needs the read<\/strong> right; connecting pages needs the create<\/strong> right; enabling, disabling and editing a page needs the modify<\/strong> right (in the role). <\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

To connect a page you need:<\/p>\n\n\n\n

    \n
  • a Facebook account that manages<\/strong> the page(s) you want to connect;<\/li>\n\n\n\n
  • to accept the permissions<\/strong> requested during sign-in, in particular the permission to manage the page’s metadata<\/strong>. A page for which this permission is not granted cannot be connected;<\/li>\n\n\n\n
  • a messaging Smart Routing<\/strong> already created, to which each page will be linked (a page with no Smart Routing cannot be enabled).<\/li>\n<\/ul>\n\n\n\n

    Note: a customer account can connect up to 50 Facebook pages<\/strong>.<\/em><\/p>\n\n\n\n

    2. Connecting your pages<\/h2>\n\n\n\n
      \n
    1. Go to Entry points > Facebook pages<\/strong>.<\/li>\n\n\n\n
    2. Click Sign in<\/strong>. A Facebook window opens.<\/li>\n\n\n\n
    3. Log in with your Facebook account and authorise the requested permissions<\/strong>.<\/li>\n\n\n\n
    4. The platform retrieves all the pages your account manages and adds them to the list. On success, you see “The Facebook page has been successfully configured.”<\/em><\/li>\n<\/ol>\n\n\n\n

      Newly connected pages are added disabled<\/strong>: they are listed, but they do not receive messages yet. You first link a Smart Routing, then enable them (see section 4).<\/p>\n\n\n\n

      Note: if some of the pages you manage already belong to another account, they are skipped and a warning is shown; only the pages you can actually claim are added.<\/em><\/p>\n\n\n\n

      3. The list of pages<\/h2>\n\n\n\n

      Each connected page appears as a row. The columns are:<\/p>\n\n\n\n

        \n
      • Status<\/strong>: whether the page is Enabled<\/strong> or Disabled<\/strong>. This is also where you enable or disable a page.<\/li>\n\n\n\n
      • Facebook status<\/strong>: the health of the connection to Facebook: OK<\/strong>, or Error<\/strong> (with a tooltip describing the problem, e.g. an expired token).\"\"<\/li>\n\n\n\n
      • Name<\/strong>: the Facebook page name.<\/li>\n\n\n\n
      • Facebook business account<\/strong>: the business account the page belongs to, if any.<\/li>\n\n\n\n
      • Session duration<\/strong>: the configured session window.<\/li>\n\n\n\n
      • Time zone<\/strong>: the page’s time zone, or By default<\/em> (the customer account time zone).<\/li>\n\n\n\n
      • Language<\/strong>: the language used by the Smart Routing actions, or By default<\/em>.<\/li>\n\n\n\n
      • Smart routing<\/strong>: the linked messaging Smart Routing, with a Production<\/strong> or Test<\/strong> tag.<\/li>\n\n\n\n
      • End-of-interaction Smart routing<\/strong>: the Smart Routing run when the interaction ends, if one is linked.<\/li>\n<\/ul>\n\n\n\n

        Row actions let you Open<\/strong> the page on Facebook, Edit<\/strong> it, Delete<\/strong> it, and, when the connection is in error, Regenerate the token<\/strong>. The list search is performed on the page name<\/strong>.<\/p>\n\n\n\n

        4. Managing a page<\/h2>\n\n\n\n

        All the actions below are available from a page’s row in the list.<\/p>\n\n\n\n

        4.1. Editing the settings<\/h3>\n\n\n\n

        Click Edit<\/strong> on a page to open its settings. The following fields are available:<\/p>\n\n\n\n

          \n
        • Name<\/strong>: the display name of the page.<\/li>\n\n\n\n
        • Session duration<\/strong>: the delay between two messages during which they are considered to belong to the same interaction<\/strong>. It is entered in seconds<\/strong> and must be between 10 seconds and 259 200 seconds<\/strong> (72 hours \/ 3 days). Each new customer message resets this window; if the customer sends nothing before it expires, the interaction is closed and a later message starts a new one.<\/li>\n\n\n\n
        • Time zone<\/strong>: the time zone applied to the page, or By default<\/em> (the customer account time zone).<\/li>\n\n\n\n
        • Language<\/strong>: the language used by the Smart Routing actions, or By default<\/em>.<\/li>\n\n\n\n
        • Smart routing<\/strong>: the messaging Smart Routing that qualifies and distributes the page’s incoming messages. When one is selected, choose its Smart routing version<\/strong>: Production<\/strong> or Test<\/strong>. This link is required to enable the page<\/strong>.<\/li>\n\n\n\n
        • End-of-interaction Smart routing<\/strong>: an optional Smart Routing run at the end of the interaction, also with a Production<\/strong> \/ Test<\/strong> version.<\/li>\n<\/ul>\n\n\n\n

          Note: an enabled (active) page must be linked to a Smart Routing<\/strong>. If you try to save an active page without one, the form reports: “Active pages must be linked to a smart routing.”<\/em><\/p>\n\n\n\n

          \"\"<\/figure>\n\n\n\n

          4.2. History and tags<\/h3>\n\n\n\n

          Each row has an Options<\/strong> menu (the cog icon) that gives access to:<\/p>\n\n\n\n

            \n
          • History<\/strong>: the record of changes made to the page, including who created it and who last modified it.<\/li>\n\n\n\n
          • Tags<\/strong>: a side panel to attach or detach tags<\/strong> on the page, to organise and filter your entries. Managing tags requires the modify<\/strong> right.<\/li>\n<\/ul>\n\n\n\n

            Note: a Dependencies<\/strong> entry also appears in this menu when the page is referenced by other elements.<\/em><\/p>\n\n\n\n

            4.3. Enabling and disabling a page<\/h3>\n\n\n\n

            Use the Status<\/strong> column to switch a page between Enabled<\/strong> and Disabled<\/strong>; a confirmation is asked. Only an enabled<\/strong> page receives Messenger messages: enabling it subscribes the platform to the page’s messages on Facebook.<\/p>\n\n\n\n

            A page cannot be enabled<\/strong> until it is linked to a Smart Routing. In that case the status stays Disabled<\/strong> with the tooltip: “The Facebook page cannot be enabled because it is not linked to a smart routing.”<\/em><\/p>\n\n\n\n

            4.4. Regenerating the token<\/h3>\n\n\n\n

            If the Facebook status<\/strong> of a page shows an Error<\/strong> (for example the access token has expired or was revoked), use the Regenerate the token<\/strong> row action. It reopens the Facebook sign-in window; once you authorise again, the connection is refreshed for that page.<\/p>\n\n\n\n

            \"\"<\/figure>\n\n\n\n

            4.5. Deleting a page<\/h3>\n\n\n\n

            Use the Delete<\/strong> row action to remove a page. A confirmation is asked (“Are you sure you want to delete\u2026? Warning, this action cannot be reversed.”<\/em>). Deleting a page unsubscribes it from Facebook and removes it from the platform; it no longer receives messages. You can also select several pages and delete them together.<\/p>\n","protected":false},"excerpt":{"rendered":"

            The Facebook page link feature will allow you to manage ongoing Messenger discussions directly with INO.<\/p>\n","protected":false},"author":3,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[107],"ht-kb-tag":[142,123],"class_list":["post-1150","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-configuring","ht_kb_tag-facebook","ht_kb_tag-smart-routing"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1150","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=1150"}],"version-history":[{"count":6,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1150\/revisions"}],"predecessor-version":[{"id":6924,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/1150\/revisions\/6924"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=1150"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=1150"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=1150"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}