Configure Facebook Channel for omnichannel :Dynamics 365 Customer Service

To enable Facebook channel Integration, we need a Facebook Account and Facebook page from where customers will view the social post and share the likes/comments.

The Facebook page needs to be associated with a Facebook App. The necessary configurations needs to be performed on Facebook App. Once done Channel configurations need to be done on Omnichannel App.

Facebook App – Prerequisites:

Login to https://developers.facebook.com

• Create app, which is automatically set to Dev Mode
• Begin testing with your own assets, and compile the assets required for App Review
• Submit for necessary permissions/features in App Review
• After completing App Review, switch your app to “Live”

• Configure a work Stream for Facebook channel.
• Enable Rule set.
• Associate Queue to which the messages need to be assigned.
• Enable Work Distribution mode to push.
• Set the Agent Status during which Agent can received the notification in Allowed Presence Section.

Configure Facebook page in omnichannel App:

• Create a Facebook Page with Page ID defined in Facebook App.
• Page Name should match the configuration in Facebook App.
• Page Access Token in generated from Facebook App.
• Associate Work Stream and Facebook Application(Channel).

Facebook Application:

• In Omnichannel App, Configure the Facebook Application. Application Id is the Facebook App ID.
• Associate the Facebook page created in above screen shot. System generates a callback Uri and Token ( verify Token in below screen shot)
• The Callback Uri and Token from above step needs to be updated in Facebook App -> Web hooks section.

Configure Channel Integration Framework

• To receive push notifications from Facebook page Channel Integration framework needs to be configured and associated to Omnichannel App.

• Now all steps are configured successfully to exchange communication between Facebook and Omnichannel live chat. Below are the sample screens in Omnichannel App when Agent receives incoming notification.