Creating a Facebook channel

These steps create a Facebook channel by connecting to an existing Facebook Page. This process signs in to the account that owns the page, and then registers the Medallia Conversations channel with Facebook, so that all messages sent to the page get redirected to Medallia Conversations for processing.

Restriction: You must already have a Facebook Page, and you must be able to sign in to the account that owns the page.. See the Facebook documentation for information about creating the page.

To create a Facebook channel:

  1. Open the Channels list: click the Channels tab.

  2. Click New Channel.

    Channels list with the New Channel control highlighted

  3. In the Add Channel dialog, select:

    1. Select Facebook.

    2. Choose Automatic to authenticate using the Facebook sign-in. 

      Optionally you can choose Manual and provide the account information. See Facebook channel for details about the properties. But generally, it is better to use Automatic to create the initial definition, then later edit the properties if necessary.

    3. Click Login with Facebook and provide the Facebook page's credentials when prompted.

    4. Choose a Facebook Page associated with the account.

      Restriction: The account must have a Facebook Page to choose; otherwise, the channel cannot be created.

      The channel details are automatically populated with the details of the Facebook page.

  4. Click Save.

  5. (optional) Customize the channel.

    1. Click Edit.

    2. Change the Description to be more informative about the channel.

    3. Adjust the Availability Windows.

    4. Click Save.

You can now use the channel for messages. For information about adding a Send Message button to the page, see Adding a message button to a Facebook Page. To verify the configuration, see Testing a Facebook channel.