Facebook

Planfix lets you communicate with clients who write you direct messages and comments on your company's Facebook page, straight from Planfix.

The integration uses the official Facebook API.

Contents

• Integration setting
• Important: access permissions for the Facebook page
• Linking pages managed by Business Manager
• Linking multiple Facebook pages to Planfix
• Important Information about Integration Functionality

Integration settings

The administrator of your Planfix account can configure the integration in the Account Management section, in the Integrations - Social media tab:

To add an integration, click Add page:

You will see a list of pages. Select the ones you would like to integrate with Planfix:

and allow Planfix to receive the information it needs from Facebook:

After you have given permission, the integration will be activated and you will begin receiving information from Facebook in Planfix.

Important: access permissions for the Facebook page

When trying to connect the integration, if you don't get asked to select pages, or if the list of available pages is empty, this means the Facebook account you're currently logged in to isn't linked to any company pages. Make sure you are logged in to the correct Facebook account and try linking the integration again.

If your page is managed using Facebook Business Manager and you don't see the page in the list of pages available to link to Planfix, the Business Manager administrator must follow the steps in the next section to give you permission to manage this page.

Linking pages managed by Business Manager

To connect a page managed by a Facebook Business Manager, the Business Manager administrator must follow these steps:

• Go to Business Manager
• Go to the company settings:

• In the Pages section, click Add people:

• Add permissions to manage the page for the required person by selecting them from the list:

Then this person will be able to link the Planfix integration.

Using the integration

A Facebook user writes a direct message to a page by clicking this button on their page:

A task is automatically created in Planfix with the message contents. The Facebook user sees all comments written in Planfix in the Facebook chat as if they're regular Facebook messages:

At the same time, this interaction looks like a regular Planfix task:

Please notice

• You can add several Facebook pages to your account.
• The messages users on your page send are sent to Planfix. New posts on the page (including those written by users) and other activities will not be sent to Planfix.
• You can select an object template used when Planfix creates new objects from messages.
• Contact templates can also be configured to create contacts and fill in contact-related details automatically.

• Make sure the assigned users are specified in your template or added manually in the integration settings. If no assigned users are selected, the system automatically assigns the account owner or employee to configure the integration.
• The Planfix integration with Facebook is available for all paid and premium accounts.
• You can select the following option in the integration settings:Create a new task if there are no active tasks with this contact.
• To have comments users leave on posts on your Facebook page sent to Planfix, enable this setting.
• Avoid attaching publication files to a task if they are unnecessary.
• Facebook integration lets you automatically receive contacts and requests in Planfix using Facebook Lead Ads.
• By default, the last 10 messages from the contact history are added to a new task. This number can be set to 1, 5, 10, 20 or 50.
• As of January 15, 2020, Facebook will only allow users to send private messages within 24 hours of their last interaction with your page. More details on that here. However, Facebook has added a few exceptions:
  • When messages are manually sent to customers, Planfix tags them with the Facebook Human Agent Tag. This tag allows messages to be sent up to 7 days after the last interaction on the page.
  • With Planfix’s scripts, you can send special messages to your customers even after the 24-hour window has expired.

Issues and Solutions

Sometimes, after connecting the integration, leads may not be transferred to Planfix.

• Test the lead submission as described in Facebook's troubleshooting guide.
• If you encounter this error:
• Check and, if necessary, grant Planfix additional permissions for lead access by navigating to [Business Manager]:

• When sending documents to a contact through the Facebook integration, you may occasionally see the following error in the notification report:

Sending Error
{"error":{"code":10,"error_subcode":2018336,"message":"(#10) This action was not submitted due to new privacy rules in Europe and Japan. See developer documentation for more info","type":"OAuthException","fbtrace_id": "AUmkjfWVra1NAa-qEH5NcI8"}}

This error occurs because, according to Facebook’s restrictions for the EU and Japan, sending files other than images is not allowed. This restriction applies to pages owned by companies based in EU countries or Japan or any pages interacting with users from those countries.

Additionally

• You can use the quick reply feature in customer communication to respond efficiently to frequently asked questions.

Go To

• Integrations
• Comments from Facebook
• Facebook Lead Ads