Facebook Messenger Integration Guide

By integrating Facebook and Cloud Voice, agents in your business can receive and reply to Facebook Page messages directly on Cloud Voice App UC Clients, without having to log in to Facebook Messenger.

Requirements


Platform	Requirement
Cloud Voice PBX	Firmware: Version 84.20.0.128 or later Plan: Enterprise Plan (EP) or Ultimate Plan (UP) Domain Name: Due to the limitation of the third-party platform, the domain name must NOT contain underscore character(s), otherwise the messaging channel will encounter authentication failure, or will fail to receive messages. Domain Certificate: A valid domain certificate is installed. Note: If the root domain of your Cloud PBX is NOT the standard Cloud Voice-provided domains (ycmcloud.com, cloud-voicecloud.com, or cloud-voiceycm.co.za), you NEED to install a valid domain certificate for the PBX first, otherwise the messaging channel will encounter authentication failure, or will fail to receive messages.
Facebook	Product: Messenger Platform Account: A Meta Developer account Note: You only need one Meta Developer account to create multiple Meta apps for the Facebook channel integration. There is no limit to the number of Facebook channels on PBX. A Business Manager account (Business Portfolio) Note: After you set up a Business Manager account, verify your business.

Limitations

Learn about the limitations of Facebook messaging channel.


Item	Description
Message type	Supports text messages and multimedia messages, where the multimedia message types are determined by Facebook. For more information, see Facebook supported media types. Important: When sending multimedia messages (such as images), Facebook downloads the file from a link provided by the PBX. Therefore, if you have set Allowed Country/Region IP Access Protection rule, make sure that you have allowed the IP access from the country where the Facebook server is located, otherwise the file transmission would fail.
Messaging mechanism	Supports to receive and reply to Inbound messages, but agents can NOT initiate a messaging session with a Facebook user.
Message sending rate	Supports to send up to 40 messages per second.
File size	Supports to send a file with a maximum size of 25 MB.
File retention period	Files can be retained for 72 hours.

Integration workflow

Set up a Facebook channel

Set up a Facebook channel by creating and configuring a Meta app to integrate a Facebook Page.

Submit your app for review

Test message delivery between Facebook Page and Cloud Voice. Then submit your app for Meta review and set the app to Live mode.