Set up a Facebook Messenger account
Connect your Facebook account to Digital DX so you can manage incoming Facebook Messenger conversations.
As with chat functionality, the Facebook Messenger service supports department-based routing, hours of availability, post-chat wrap-up, and canned messages, as well as an auto-respond feature to help you manage incoming requests.
Before you begin:
From the Web Admin Center, go to and make sure that Enable automatic distribution is selected.
What to do next:
After setting up your Facebook Messenger account in Digital DX, sign in to Facebook, and verify the following:
- Go to the
Note: In the new Facebook UI, you find this option in the menu. Then change the Role of Bold360 to Primary Receiver.
page. In the Connected Apps section, click Configure for Handover Protocol. Then select Bold360 for Primary Receiver. - On the tab, make sure that Instant Reply is turned off.
Frequently Asked Questions
- Why can't I log in to my Facebook account from Digital DX?
- You may have to clear your browser cache and cookies, and then try to log in again. Alternatively, you can sign in to the Bold360 Admin Center in incognito browser mode.
- Why don't I receive messages from my Facebook page?
- Again, you may have to clear your browser cache and cookies, and then try to send a message from Facebook. Also make sure that you have changed the necessary settings in Facebook (primary receiver should be Bold360, instant reply should be disabled).
- Why did my setup suddenly stopped working?
- Unless you log in to Facebook, the connection to your Facebook account expires in 60 days and your Digital DX integration stops working. In the Web Admin Center, edit your Facebook Messenger account and click Renew connection to your Facebook account on the Account Settings page.