Messenger

After you finish linking your Messenger page as a channel asset on Webex Connect, you will need to register it with Webex Engage to use it for your business’s contact center use case. In addition to this, Webex Engage will require a Connect service to deliver outbound messages from your contact center - so kindly make sure that you have created a service for registering this Messenger page with Engage. You can find details about how to create a WxConnect service here. Follow the steps below to register your Facebook page with Webex Engage:

• Head to Assets > Apps
• Click on the ‘Manage' button of the Facebook Messenger channel asset you’d like to register
• Click on the ‘Register to Webex Engage’ button on the top right

• Choose the service that you created in the prerequisite step and click on the ‘Register’ button.

• By default, your channel asset will be mapped to the ‘Default Team' on WxEngage. If you’d like to modify this or share this asset this multiple teams to enable transfers amongst teams/allow agent-initiated outbound comms from various teams, you can manage these configurations from your Engage tenant’s Admin console. More details on how to manage your assets on Engage can be found here
• Once you see the success toast message on WxConnect, you can now log in to your WxEngage tenant to confirm that your Facebook Messenger channel asset has been synced and continue further contact center configs there.

As shown above, you will see a Webex Contact Center icon and a PCI check enabled flag next to the Facebook Messenger asset once it's been successfully mapped with Webex Engage.

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Warning

• You cannot change the service mapping once done. Hence, the asset registration on Webex Engage should be done after the service to be used has been decided.
• Do not delete a Facebook asset once it's been registered with Webex Engage. Once deleted it cannot be restored. Doing so would lead to asset deletion within Webex Connect alone while the entry continues to be in Webex Engage