Integration with Messenger

See all the possibilities that the integration with Facebook Messenger offers. You can connect your Tidio project with multiple Facebook Pages in order to manage your incoming Messenger communication in one place. 

In this article, you'll learn:

• How to integrate Tidio with Messenger
• How to answer Messenger chats from Tidio 
• How to troubleshoot the integration with Messenger

Integrate Tidio with Messenger

To integrate your Tidio project with Facebook Messenger, go to the Settings > Facebook Messenger section in your Tidio panel and click on the blue Integrate Facebook Messenger button to start connecting your Messenger app:

You'll now see a separate popup window, asking you to log into your Facebook account:

In the next step, you will be able to review your general access permissions; make sure you allow access to the Facebook Page(s) that you want to integrate with Tidio!

Once you review the permissions, you can continue with your Facebook login. Tidio will then list all the available Pages that you are the admin of, and you will be able to select the Page (or Pages) that you want to integrate.

You'll also be asked about your detailed Facebook Page permissions. All permissions are required for the integration to work correctly, so make sure they are enabled:

 

 

In the next step, you will see a message confirming that the Facebook Page is now linked to Tidio. Click OK and save the changes to confirm the integration. 

That is all! Your Facebook account is now integrated with Tidio! If you had a problem connecting Tidio with your Facebook account - please try our recommended troubleshooting steps at the end of this article.

Please note: apart from connecting multiple Facebook Pages with one Tidio project, you can also connect one specific Facebook Page with many different Tidio projects!

Answer Messenger chats in Tidio

Start handling all crucial communication channels in one place, our Tidio panel, and reduce the number of open tabs in your browser. 

To check whether your Facebook account was successfully integrated with Tidio, go to your Facebook page (from your personal, separate account, or friend's account) and click on the Message button to start a conversation or find your company in the messenger chat.

Send a message, just like a regular Messenger user would, and a new notification will show in your Tidio panel. Open the chat, and Messenger will be chosen as a default communication channel. 

 

 

When you answer, the message will be immediately visible in the visitor's Messenger window, just as if you've sent it from your own Messenger account.

Troubleshooting

If you see the error message: "Facebook API Couldn't be loaded" - please try to integrate Tidio with Facebook on Chrome, as this is a common Firefox issue. 

If you're still seeing that error,  follow the steps below:

1. Go to Facebook > Settings & Privacy > Privacy Center > Facebook > Facebook settings > Business Integration
2. Remove Tidio from the list
3. Re-authorize your Messenger integration in Tidio again.

Another common issue is seeing the integration's loading screen, and nothing else happening. This usually happens because your browser has blocked an important popup window from Tidio; that popup is required for you to log into Facebook in order to complete the integration.

To solve this particular issue, disable your browser's block for the current website (the Tidio panel in this case). As an example from Chrome, you can see the pop-up blocked notification in the upper-right of the browser window -  that is also where you can allow the popups back again:

To try again, you may need to refresh your page; the popup should not be blocked any longer.

Learn more and take a look at our case study: How a social enterprise used the chat to boost ticket sales via Facebook.