How to get started with Facebook

Updated 3 weeks ago by Marija

Using Facebook integration, your customers can easily make support inquiries through your Facebook page or Messenger.  Integration creates tickets when customers post on your Facebook page or send you a message on Facebook Messenger. This allows your agents to manage Facebook inquiries directly from your HelpDesk.

How Facebook integration works

For the connected Facebook pages, we will create a ticket in Gorgias whenever your customer posts on your wall or sends a direct message.

How a ticket will look like in Gorgias:
This is how your reply will appear to your customers:

Every comment on that same post will create a separate ticket, from where you have options to hide, like/unlike and respond to those comments from your dashboard. Note that you can also use macros (e.g. saved replies) when you are responding to your customers through Facebook channel :)

Each posting customer will have unique Facebook ID and you will be able to see every previous post/message from that same user under ticket history. If same customer communicates to you through Facebook channel and email/chat you will have the option to merge users and keep every communication with that customer in one place.

When you respond to this ticket, your response will be visible to the customer on Facebook, and also to your team on the Facebook Messenger app. Message will remain as unread in Facebook, however this will not impact the Facebook response time from saying something like "typically replies in minutes".

If you respond via Messenger or to a comment through your Facebook page directly, those responses will still come to Gorgias and the sender will show as Gorgias Bot. However, this is an alias when we don't know precisely the sender of a message but the response was done through Facebook page or Messenger directly.

Due to Facebook's update, you can only reply to FB Messenger tickets from Gorgias if the last customer's message in the ticket was sent less than 7 days ago. An agent will not be able to reply after 7 days.

How to connect your Facebook page to Gorgias

  1. Click "Login with Facebook"
  2. Authorize the Gorgias app on Facebook
  3. Select the page you want to add
  4. Choose your import settings
  5. Click "Add Page"

Once you’ve added a Facebook page, every time someone posts on the page, comments on a post, or contacts the page via Facebook Messenger, it will create a ticket in Gorgias.

Note that you will need to be set as admin on Facebook's side for the pages you wish to connect to your Gorgias Account. If your pages are not showing up when you click on the "Login to Facebook" button, please make sure that you are logged in with the correct account. The best way to make sure is to use incognito mode > login to Gorgias > settings > integrations > Facebook > hit "Login to Facebook" and you will be prompted to login to your Facebook account. If you are indeed logged in with the correct account, but the pages are still not showing up, please follow the troubleshooting steps here.

If the agent who added the page to Gorgias no longer has admin permissions on the page, you’ll need someone else to re-authorize the page on your Gorgias account.

Settings for Facebook integration

  1. Overview
    Here you can enable exactly what you would like to connect to Gorgias:
    - Messenger
    - Facebook posts & comments
    - Instagram comments
    - Import 30 days of history (posts and comments) as closed tickets
  2. Customer Chat
    If you need Messenger Chat added to your Shopify store, you can simply enable it in one click:
  3. Preferences
    In case that you need auto-response that will be sent to your customers outside of business Hours, here is where you can add your desired message:
We currently don't support comments on carrousel posts. If this is important to you, please tell us in the chat so we can prioritize it!


Your Messenger tickets are not coming in? Do you get any error message when you try to reply to a comment? For these and other issues, we have an article that can help :) Please take a look at: Troubleshooting Issues with your Facebook Integration

If a customer responds to a Messenger ticket after 3 days of inactivity, this will create a new ticket. This way, we can separate conversations about different topics.

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