The Omnichannel Widget supports Facebook Messenger as a channel. This means your customers can initiate and continue conversations in Facebook Messenger from the Omnichannel Widget.

Starting a Facebook Messenger conversation from the Omnichannel Widget

To start a conversation using Facebook Messenger from the Omnichannel Widget, users can click on the Facebook Messenger card on the widget homepage. Facebook Messenger will then authenticate the user in Facebook Messenger Web or on their mobile application — depending on what device the user is active on. 

When the customer starts sending messages to your Facebook Messenger business account, these messages will arrive in the Inbox Queue as tickets or will trigger an automated flow in Flow Builder — depending on your Inbox configuration.

Switching a Live Chat conversations to Facebook Messenger

To switch a Live Chat conversation to Facebook Messenger, your customers need to navigate back to the widget homepage and choose Facebook Messenger. Once they are authenticated, they can start chatting in Facebook Messenger. Keep in mind that the two conversations will not be automatically linked, so your agent will need to keep an eye on the new ticket coming into Inbox.