Facebook Messenger is supported in Engage for Amazon Connect by using a new or existing business Page, linked to a personal Facebook account. The Page will be used to send and receive messages.
- Before you create a Facebook Page, you may want to create a company-oriented Facebook User account rather than an existing, personal one. You can register a new Facebook User account here.
- While logged in to your Facebook User account in your web browser, you can create a new Page here.
Additionally, the Facebook Page will need to be linked to a new or existing Instagram Business Account. This will require installing the Facebook and Instagram apps to your smartphone, as their authorization is integrated. To setup a new Instagram Business Account:
- On your smartphone, Log In to your Facebook User account in the Facebook app.
- On your smartphone, Log In to the Instagram app using your Facebook User. Tap Log into Existing Account.
- When prompted for a username and password, tap Continue as <Facebook User> instead.
- When prompted about Connected Experiences, tap Yes, Enabled Connected Experiences.
- When prompted to sign up to Instagram with the new account, tap Sign Up.
- Skip all the setup steps (if you choose). You will then be logged into Instagram with a new account that's connected to your Facebook User account.
- Once the Instagram account is created and selected, switch it to a Business Account. In the last step, link it to the Facebook Page used for this Engage channel.
Once you have your Facebook Page and linked Instagram Business accounts created, you can add the channel to Engage
- Login to the Facebook User account in you web browser.
- In another tab, login to Local Measure Engage Settings > Amazon Connect.
- Under Channels, click Add Channel > Continue with Facebook.
- In the next window, authorize Engage to full access of the Facebook Page.
Adding a Facebook channel only needs to be done once by an administrator, for all users in the Engage account.
Once you have added a channel, test it by sending a message to the Facebook Page using Facebook Messenger from a different (or your personal) account.