Knowledge Base

Topics
Q: Can I make a regular or video call via the messaging inbox?
Q: What to do if my page received a policy violation notification from Facebook?
Q: Why can't I see any Messenger button on my Facebook Page?
Q: On which Pipedrive plan is this Messenger integration available?
Q: How can I add or change my page's automated greeting message?
Q: Are there any visibility settings for messaging inbox and the Messenger integration?
Q: Who can I send messages to when using Facebook Messenger and Pipedrive messaging inbox?
Q: What permissions do I need to integrate Messenger and the messaging inbox?
Q: Can I do broadcast messaging from the messaging inbox?
Q: Who can uninstall the app?
Q: Who can change app visibility settings?
Q: Can I integrate my personal Facebook Messenger account?

Facebook Messenger integration FAQ

YS
Yssel Salas, June 30, 2022

Q: Can I make a regular or video call via the messaging inbox?

No, currently the calling functionality is not supported by Facebook Messenger API.


Q: What to do if my page received a policy violation notification from Facebook?

Whenever a page is restricted from sending messages for platform policy reasons, an email clarifying the violation is sent to its support inbox. For any questions regarding the violation notification, try responding to that email.


Q: Why can't I see any Messenger button on my Facebook Page?

Make sure that your Facebook page messaging functionality is enabled by navigating to your Facebook page's Settings > General.


Q: On which Pipedrive plan is this Messenger integration available?

The Messenger integration is free and available across all plans.


Q: How can I add or change my page's automated greeting message?

You can greet people before they send your page a message. Your greeting will appear in the chat window before a message is sent or in the About section of your Messenger for Business profile. To add or change the greeting message for your page, go to your Facebook profile and navigate to Page Settings > General > Messaging > Starting a Messenger Conversation.


Q: Are there any visibility settings for messaging inbox and the Messenger integration?

Pipedrive's Messenger integration offers two visibility settings: private and shared mode.

  • Private: If the user who installed the app sets the visibility settings as private, this means that only they will see conversations in the messaging inbox, receive new messages and can reply to conversations. Additionally, only they can link conversations to contacts, leads, or deals. Note that all conversations automatically synced with contacts, leads, or deals may be visible to other users, depending on their permissions.

  • Shared: If the user who installed the app sets the visibility settings as shared, any other user can access and reply to conversations in the messaging inbox and receive new messages. They can also link conversations to contacts, leads, or deals. However, all conversations automatically synced with contacts, leads, or deals will be visible to other users depending on their permissions.

Q: Who can I send messages to when using Facebook Messenger and Pipedrive messaging inbox?

Due to its spamming policy, Facebook doesn't allow businesses to initiate conversations with its followers or prospects. Instead, and like most other messaging apps, it requires customers to send the first message. Luckily, Facebook provides plenty of opportunities for your prospects to contact your business via Messenger.


Q: What permissions do I need to integrate Messenger and the messaging inbox?

Only admin users in Pipedrive AND Facebook for Business can integrate Messenger with the messaging inbox.


Q: Can I do broadcast messaging from the messaging inbox?

Facebook allows you to broadcast your Messenger contact base via sponsored messages or message tags (an additional fee will be charged by Facebook).

Note that sponsored messages and message tags are currently not supported by Pipedrive. If you are interested in this functionality, please send us your feedback.


Q: Who can uninstall the app?

Any Pipedrive admin can uninstall the Facebook Messenger app.


Q: Who can change app visibility settings?

Only the user who installed the Facebook Messenger app can change the app's visibility settings.


Q: Can I integrate my personal Facebook Messenger account?

No. According to Facebook rules and API possibilities, you can only integrate Facebook Messenger for Business.

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