Facebook Messenger Onboarding Guide

1. Prerequisites

• You have a Facebook account with admin or editor rights on the Facebook Page you plan to connect.
• The Facebook Page is live (not unpublished or restricted).
• You are logged into Facebook in the same browser when authorizing permissions.

2. Begin Setup

Open the Console & Start Connection

1. Log in to your account on our platform.
2. Navigate to Channels → Messenger. https://console.cequens.com/messenger/settings
3. Click Manage Pages.

Authorize via Facebook

1. You will be redirected to Facebook’s authorization screen.
2. Select the Facebook Page you want to connect from the list (ensure it’s the correct one, especially if you manage multiple pages).
3. Grant the required permissions (page management, messaging, etc.).
4. Confirm/Accept to complete authorization.

Confirm Connection in Platform Console

1. After authorization, return to our platform’s console.
2. The connected Page should now appear in the Facebook Messenger Configuration table.

Connect with your FB account	Select FB Page/s	Select Business Asset/s

3. View the selected items, and click Save.
4. Don't close the page until all changes are configured.

3. Post-Setup Checklist

Once connected:

• Verify that messages from customers are flowing into the platform.
• If you support sending replies or automated messages, test sending a reply to confirm the outgoing flow works.
• Ensure you (or your Facebook Page managers) keep admin/editor permissions — needed for ongoing access.

4. Configure Your Channel

Once your channel is connected, you need to link it with a messaging endpoint so you can start sending and receiving messages. You can do this in one of three ways:

1️⃣ External End Point

• Link this channel to an external endpoint that you manage.
• All incoming and outgoing messages traffic will go through your external service.
• You will need to provide the endpoint URL and configure authentication if required.

2️⃣ CEQUENS Bot

• Link this channel with a Rule-based bot created in the CEQUENS system.
• Messages received on this channel will be handled by the bot according to your defined rules.
• Outgoing messages can also be automated using the bot’s workflows.

3️⃣ CEQUENS Chat

• Link this channel to CEQUENS Omni-Channel Chat (OCC) service.
• All messages will flow directly to the Omni-Channel Chat inbox, allowing your agents to manage customer conversations in real-time.
• Ideal for businesses that want agent-assisted chat instead of full automation.

Note: Only one linking method can be selected per channel at a time. You can change this later by reconfiguring the channel in the console.

5. Troubleshooting

⚠ Messenger Page doesn’t appear during Meta selection

• Make sure you have Admin or Editor access to the Facebook Page.
• Confirm the Page is published and active.
• Ensure you're logged into the correct Facebook account.

⚠ Messages are not being received

• Check Page inbox settings on Facebook:
  Facebook Page → Settings → Messaging → Starting a Messenger Conversation
  Ensure message access is allowed.
• Confirm no message restrictions or filters are blocking incoming messages.

⚠ Permissions error after connecting

If you see any permission-related errors:

1. Go to Facebook → Settings → Business Integrations.
2. Remove our platform integration.
3. Reconnect Messenger through our console.

This refreshes permissions and fixes authorization issues.

⚠ I changed my Facebook password

Changing your Facebook password will invalidate some permissions.
To restore full functionality:

👉 Open our console → go to Channels → Messenger → click Reconnect.
This will reauthorize your Messenger Page and fix the issue.

⚠ I connected Messenger directly through Facebook instead of through the console

If you connected Messenger manually through Facebook:

• Required permissions may not be granted.
• Webhooks may not be configured.
• Messaging may not work correctly.

To fix this, you must:
👉 Redo the entire onboarding through our console so all settings are configured properly.

⚠ Messenger is restricted or not receiving messages

This may happen if:

• The Page is new.
• The Page is restricted or under review.
• Activity thresholds have not been met.

Wait 24–48 hours or contact support if the issue continues.

6. Tips & Best Practices

• Use a dedicated Facebook Page for customer support to avoid mixing personal and business messages.
• Limit the number of connected Pages per account to avoid confusion (especially if your users manage multiple pages).
• If your business uses automated bots or workflows, test thoroughly after setup to ensure correct permissions and message flows.
• If there are multiple team members, inform them about admin/editor permissions — changes in Facebook roles could break the connection.