Setting up Messenger

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Cue lets you include Messenger as a channel in your workspace by linking your Facebook account with your chatbot or live chat flows.

In the guide below, we'll show you how to request this channel and how customers can initiate conversations with you directly through Messenger, both from your Facebook page and your website.

Requesting a Messenger channel

To start, you need to ask us to activate the Messenger channel for you in your workspace. To request this activation:

  1. Log in to your Cue workspace.
  2. Go to Channels > Marketplace > Request activation under the Messenger logo.
  3. This will launch a new email draft in your email app, which you can then send to our support team.
  4. We'll acknowledge receipt of your request and provide you with the timeline for setup. Furthermore, we'll assist you through the subsequent steps outlined below.
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Please keep in mind that the processing time for these requests varies based on your support package.

Connecting your Facebook account to Cue

Next, you'll need to send us an invitation to your Facebook account. Here's how:

  1. Login in to your Facebook Business Manager account.
  2. Go to Settings > Pages > Select people > Enter email address
    - Please send the invite to: hello@cuedesk.com
  3. Notify us once you've sent the invite. We'll then confirm once we've accepted your invitation.
  4. Following that, we connect your Facebook account to your Cue workspace.
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Please keep in mind that the Cue Facebook account must remain as an admin user on your Facebook page. This preserves the API connection to your workspace. Removing the Cue account will disconnect your Facebook account from your Cue workspace and disrupt communication with your users.

Creating a flow for Messenger

When connecting a flow to your Messenger channel, you have two options: you can either import your WhatsApp flow to have the same set of options, or request a new flow to be created. Please let our customer success team know which option you prefer so we can set the menu up accordingly.

Once your flow has been set up and published, customers can now send messages to you through this channel.

Adding Messenger to your web widget

Once Messenger is successfully added to your workspace and linked to a specific flow, you can then include the channel in your web widget. This provides your audience with another option for communication when they choose to chat with you from your website. Here's how:

  1. In your Cue account, navigate to Tools > Widgets > Your widget > Channels.
  2. From the dropdown list, choose your Messenger account number.
  3. Select your account and save the changes.
  4. Your widget will then include the Messenger channel.
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If you haven't already added a widget to your website, you'll need to do that before adding Messenger as a channel. Click here to learn how to do so.