"How to Connect Facebook Messenger to On-Chat"

Introduction

Facebook Messenger is one of the world's most widely used messaging platforms with over 1 billion active users. By connecting your Facebook Page to On-Chat, your support and sales teams can handle Messenger conversations from a central inbox, assign chats to agents, automate replies with bots, and track performance — all without switching between apps.

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Prerequisites

• An active Facebook Page (not a personal profile)
• Admin access to that Facebook Page
• A Facebook Developer App with Messenger permissions
• An On-Chat account with an inbox created

Step 1: Create a Facebook Developer App

Go to developers.facebook.com and log in. Click My Apps then Create App. Choose the Business type, give your app a name, and link it to your Facebook Page. Under Add Products, select Messenger and click Set Up. This creates the foundation for your Messenger integration.

Step 2: Generate a Page Access Token

In the Messenger settings of your Facebook App, scroll to Access Tokens. Select your Facebook Page from the dropdown and click Generate Token. Copy the token — this is your Page Access Token that On-Chat uses to send and receive messages on your Page's behalf.

Step 3: Open On-Chat channel settings

In your On-Chat dashboard, go to Settings > Inboxes > New Inbox. Select Facebook as the channel type. You will be prompted to log in with Facebook and authorize On-Chat to access your Pages. Select the Facebook Page you want to connect and proceed.

Step 4: Authorize On-Chat via Facebook OAuth

On-Chat redirects you to a Facebook OAuth screen listing the permissions it needs: manage_pages, pages_messaging, and pages_read_engagement. Review and approve each permission. Once approved, On-Chat stores a long-lived Page Access Token automatically.

Step 5: Configure your Inbox

After authorization, name your inbox (e.g. Facebook Support), set an auto-reply greeting for new conversations, and assign agents or teams. Enable email notifications so agents are alerted when a new Messenger message arrives.

Step 6: Set up Messenger webhooks

In your Facebook Developer App under Messenger > Webhooks, click Add Callback URL and paste the On-Chat webhook URL from the inbox settings. Enter your Verify Token and click Verify and Save. Subscribe to page events: messages, messaging_postbacks, and messaging_referrals.

Step 7: Test the integration

Open your Facebook Page and send a test message via Messenger. The conversation should appear in your On-Chat inbox within seconds. Reply from On-Chat and confirm the message is delivered to Messenger. Test a quick-reply bot flow if you have one configured.

Best Practices

• Set a Messenger greeting in your Facebook Page settings so users know what to expect before they message
• Use On-Chat's canned responses to speed up common Messenger replies
• Be aware of the 24-hour messaging window policy — standard messages can only be sent within 24 hours of the last user message; use Message Tags for follow-ups
• Monitor your Facebook App's rate limits in the Developer dashboard and scale your On-Chat agent capacity accordingly