Genesys Cloud (formerly PureCloud)

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Facebook Integration

  • 1.  Facebook Integration

    Posted 02-19-2020 05:46
    Edited by Daniel Ondiviela 02-19-2020 05:50
    Hi,

    I'm trying to make the integration between Facebook messenger and my Genesys cloud dev org.

    I have followed the steps described here (although Facebook's part to request permissions is a torture):

    https://help.mypurecloud.com/articles/create-a-facebook-app-for-purecloud/
    https://help.mypurecloud.com/articles/configure-inbound-messaging-for-facebook-messenger/

    If I send a message from my Facebook page, it comes to the agent in Genesys cloud, but the problem is I cannot reply back, I don't know why

    Console and network logs don't reveal anything interesting.

    Is this a know issue? Any other experienced this?

    Thanks


    PD: if I select the red triangle in the screenshot it shows "Error on delivery"

    #DigitalChannels
    #Integrations


  • 2.  RE: Facebook Integration

    GENESYS
    Posted 02-20-2020 07:47
      |   view attached

    Hello,
    I believe this is a problem with your Facebook App. On your Facebook App (Settings > Advanced) do you have the following item enabled?

    Require App SecretOnly allow calls from a server and require app secret or app secret proof for all API calls.

    If this is enabled. Can you try disabling it and then try again



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    Greg Boston
    Genesys - Employees
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  • 3.  RE: Facebook Integration

    Posted 02-20-2020 10:03
    It worked, superb! Thanks a lot!

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    Daniel Ondiviela
    LeadClic
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  • 4.  RE: Facebook Integration

    Posted 11-25-2020 02:22
    Hi Greg,

    Sorry for replying to an old thread.  We have also recently experienced this issue.  I just want to know where can I specifically find this parameter that you stated.  I cannot find the "Advanced" under Settings.  Thanks in advance.

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    Carlos Celestial
    Trends and Technologies Inc
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  • 5.  RE: Facebook Integration

    GENESYS
    Posted 11-25-2020 08:22
    Carlos,
    I just checked a Facebook Developer App of mine and i still see the same setting under the Settings > Advanced tab on https://developers.facebook.com/ then navigating to the FB App you are referring to. I would make sure you are the owner of the FB App or have a role with Administrative privileges for it.
    Hope this helps,
    Greg

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    Greg Boston
    Genesys - Employees
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  • 6.  RE: Facebook Integration

    Posted 11-25-2020 09:01
    Hi Greg,

    Thank you for your prompt reply.  We've integrated Genesys Cloud to a page from the Client's FB account.  Maybe that is why we cannot see that Settings -> Advanced tab.

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    Carlos Celestial
    Trends and Technologies Inc
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