Yes, you have read it right. We would be integrating Salesforce & Facebook Messenger within 5 minutes without writing any single like of code.
This impossible task of integrating two systems seamlessly is done by Digital Engagement. If Digital Engagement is a new product for you, I would strongly recommend reading my previous post, where I covered it in a little bit more detail.
What do you need to set up Digital Experience?
You would need a business that you want to grow by leaps and bounce, its Facebook Page, Salesforce Service Cloud, and Digital Experience add-on license.
Once you got all these, the first step would be to enable Messaging and for that navigate to Setup | Feature Settings | Service | Messaging Settings and enable Messaging.
If you are a video person, feel free to watch the below video as well
Coming back to a blog post, once Messaging is enabled, click on add new Channel and select the Facebook Messenger option as shown below image.
![Create Facebook Messenger Channel in Digital Experience Salesforce](https://i0.wp.com/www.jitendrazaa.com/blog/wp-content/uploads/2021/08/Salesforce-Digital-Engagement-Select-SMS-Channel.png?resize=631%2C569&ssl=1)
On the next screen, you would be prompted to authenticate to your company’s Facebook account.
![](https://i0.wp.com/www.jitendrazaa.com/blog/wp-content/uploads/2021/08/Salesforce-Digital-Engagement-Facebook-Messenger-Authenticate.png?resize=631%2C546&ssl=1)
On the next screen, you would be provided with a list of all pages of your Facebook account. Select one or multiple pages and provide consent.
From here, we have two choices. Either create a new queue in Service Cloud or reuse an existing one. In the above video, I have created a new queue and did all the basic Service Cloud Setup.
Now, all that is left out is to make sure your Facebook page has a messenger button and start collecting the highest CSAT score possible for your service cloud call center.
Feel free to leave your feedback and comment in this post.
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