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How to connect Facebook Messenger to AskVault

Last updated: · 3 min read

Not available yet. Early access Messenger is being prepared and is rolling out after Meta completes its review. It is not switched on for any account today, and the Deploy page shows it as Coming soon. This page describes how it will work so you can get ready.

Before you start

  • A Facebook Page you administer. You choose the Page during the Facebook sign-in, so the account you sign in with must have admin access to it.
  • The Growth plan or above. Growth+
  • Content in your agent. Add a knowledge source under Knowledge first, so the agent has something to answer from.

Connect your Page

Four steps.

  1. Open the AskVault dashboard and go to Channels > Messenger.
  2. Click Connect with Facebook.
  3. In the Facebook window, sign in and review the permissions AskVault asks for.
  4. Choose the Page you want to connect and confirm.

The Page now shows as connected in AskVault. Send it a message from a different Facebook account to test: the agent replies in the same Messenger thread.

Each workspace connects one Page for Messenger. A Page can be connected for Messenger in only one AskVault workspace.

How replies work

Within 24 hours of the customer's last message, the agent replies normally.

After 24 hours, Meta restricts who can reply. A teammate answering from the AskVault Help Desk inbox can reply for up to 7 days after the customer's last message, using Meta's Human Agent tag. This needs Meta's approval of the Human Agent feature for AskVault; until it is approved, a reply outside the 24-hour window is refused with a clear reason instead of failing silently.

After 7 days, Meta does not allow a reply, and AskVault will not send one. The customer has to message your Page again.

Text only

Messenger replies from AskVault are text. If a customer sends only an attachment, such as a photo, the agent replies with a short text-only notice instead of an answer. Forms and cards, such as product cards or lead forms, do not appear on Messenger.

Disconnect

Go to Channels > Messenger and disconnect the Page. AskVault stops answering that Page's messages straight away. You can also remove AskVault from the Page's settings inside Facebook.

Troubleshooting

"This Facebook Page is already connected to another AskVault workspace. Disconnect it there first." A Page can be connected for Messenger in only one AskVault workspace. Disconnect it in the other workspace first, then connect it here.

The agent stopped replying. Meta can revoke AskVault's access, for example when the account that connected the Page loses admin rights. Open Channels > Messenger and reconnect the Page.

My Page is not in the list. Sign in with a Facebook account that has admin access to the Page, and make sure you tick it in the Facebook window.

A reply was refused. Without Meta's Human Agent approval, any reply sent more than 24 hours after the customer's last message is refused. With that approval, Help Desk replies are allowed up to 7 days after it. Past that, wait for the customer to write again.

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