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Connect your chatbot to a Facebook Page. The chatbot answers messages that people send to your Page in Messenger. Your team takes over by replying from the Page inbox.

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Before you start

  • The chatbot owner is on the Growth plan or above. See Plans and limits.
  • You have the Manager, Admin, or Super Admin role on the chatbot.
  • You are an admin of the Facebook Page.
  • You have a Meta developer account at developers.facebook.com.
  • Your chatbot is not in a HIPAA workspace. Integrations are not available there. See HIPAA.

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Connect Messenger

You work in two places: SiteGPT and your Meta app. Keep both open.
1

Create a Meta app

At developers.facebook.com, create a new app for your business. Add the Messenger product to the app.
2

Add your Page to Messenger

In the Messenger settings of your app, connect your Facebook Page.
3

Copy the Page access token

In the Messenger settings, generate a Page access token for your Page. Copy the token.
4

Open the Messenger card in SiteGPT

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Messenger card, click Get Started.
5

Connect in SiteGPT

Paste the token into Access Token. Click Connect.SiteGPT shows a Callback URL and a Verify token.
6

Add the callback URL in Meta

In the Messenger settings of your Meta app, add a webhook callback URL. Paste the Callback URL and the Verify token from SiteGPT. Then verify and save.
7

Add the subscriptions

Subscribe your Page to these webhook fields, then save:
  • messages
  • messaging_postbacks
  • message_echoes
message_echoes is required for human takeover. Without it, the chatbot does not see replies that your team sends from the Page inbox, and it keeps answering.

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Check that it works

  1. In Messenger, start a conversation with your Facebook Page.
  2. Send a question. The chatbot replies with an answer from your content.
Meta can limit an app that is not live to people who have a role on the app. To let everyone chat with the chatbot, make your Meta app live. Meta may ask for an app review first.

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How it works in Messenger

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The bot answers first

The chatbot answers each message from your content. Answers show quick replies for your follow-up suggestions, links, and escalation, and 👍 and 👎 feedback. If you have no follow-up suggestions, the quick replies show your conversation starters. When human support is on, answers that use your content show your Positive Feedback Prompt and Request Human Support Prompt quick replies instead of follow-up suggestions and conversation starters. The feedback quick replies do not show if you hide feedback buttons. When Meta verifies your callback URL, SiteGPT adds a Get Started button to your Page in Messenger. When a person taps it, the chatbot sends your welcome message with a Continue Conversation button. If you set new conversations to start in human mode, the chatbot does not answer. See Set up human support.

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Hand-off to your team

A conversation goes to your team when:
  • Someone on your team replies from the Page inbox (for example in Meta Business Suite). The chatbot stops replying in that conversation.
  • The person taps an escalation quick reply. These come from follow-up suggestions of the Escalate type, or from the Request Human Support Prompt when human support is on. See Follow-up suggestions.
  • The chatbot decides that the person needs a human. This needs human support to be on. See Set up human support.
Your team replies from the Page inbox. Replies that you send from the SiteGPT dashboard do not go to Messenger.

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Getting the chatbot back

  • The person can open the Messenger menu and choose Restart The conversation. The chatbot answers again. This menu item shows only for people who tapped Get Started.
  • This does not work if a team member took over the conversation in the SiteGPT dashboard, or if the conversation is resolved in SiteGPT.
  • If you resolve the conversation in the SiteGPT dashboard, the person’s next message starts a new conversation.

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Messages without text

The chatbot ignores messages that have no text, for example a photo or a sticker.

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Check webhook calls (optional)

You can make SiteGPT check that calls really come from Meta.
1

Find the Messenger row

In SiteGPT, go to Advanced > Integrations > All Integrations. Scroll to Webhook verification and find Messenger.
2

Add the app secret

Paste your Meta app’s secret into App secret. You find it in the basic settings of your Meta app. Leave Verify token blank.
3

Turn on the check

Select Enforce and click Save.
The modes are:
  • Off: SiteGPT does not check calls. This is the setting after you connect.
  • Log only: SiteGPT checks calls but still accepts calls that fail.
  • Enforce: SiteGPT rejects calls that fail the check. You must add the credential first.

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Disconnect Messenger

1

Open the integration

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Messenger card, click Manage.
2

Disconnect

Click Disconnect.
To stop Meta from sending messages to SiteGPT, also remove the callback URL in your Meta app.

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Troubleshooting

  • Check the Page access token in SiteGPT. To change it, disconnect and connect again with the new token. You get a new Callback URL and Verify token. Add them to your Meta app again.
  • Check that the callback URL and verify token in Meta match the values in SiteGPT.
  • Check that the subscriptions are on for your Page.
  • Check that the chatbot owner’s subscription is active. See Billing.
Your Meta app is probably not live yet. Meta then limits the app to people who have a role on it. Make the app live.
Turn on the message_echoes subscription. The chatbot uses it to see replies from the Page inbox.
Check the App secret under Webhook verification. To get replies again while you fix it, select Off or Log only and click Save.