Integration ConfigurationWhen Bright Pattern Contact Center is integrated with Facebook Messenger, your Bright Pattern Agent Desktop environment is equipped to handle customer-initiated interactions from the Messenger application or the Facebook application on a customer’s mobile phone, tablet, or computer. Incoming chat interactions are routed to the integrated Agent Desktop environment, where agents also have direct access to the phone, live chat, email, SMS, various other mobile messenger apps, customer and agent records, interaction details, and more.Integration configuration involves linking your Facebook Page to your Bright Pattern Contact Center.To configure Facebook Messenger integration, you will need system access to:* Your organization’s Facebook App and Facebook Page* The Contact Center Administrator application as adminThe Facebook App contains the settings for your webhook and access token. Your Facebook Page is what is used as your organization’s identity. Messaging events for your Facebook Page are sent securely to your webhook. Contact Center Administrator is where you add the Messenger integration account to Bright Pattern Contact Center.Go to [http://developers.facebook.com developers.facebook.com], and create a Facebook App and a [https://www.facebook.com/pages/create/ Facebook Page] for your organization. If you have already done this, skip this step and proceed to Step 2.Note that for your Facebook Page, you will additionally need to create a username for it. The [https://www.facebook.com/help/121237621291199 Page username] is what appears in your Facebook Page’s URL, beneath the Facebook Page’s name on the page itself, and in search results. You will need your Page username later in this configuration procedure. See Facebook’s [https://www.facebook.com/help/121237621291199 Help Center] for more information on how to create one.After registering as a developer and creating both your Facebook App and Page, log in to your Facebook app management page at [https://developers.facebook.com/ developers.facebook.com.] On the dashboard, you should see your App ID.Adding Messenger as a product to your Facebook App allows your Facebook Page to use the Messenger API to handle chat interactions.# Under ''Messenger'', click '''Settings'''.The Messenger Platform’s ''Settings'' displays sections called ''Access Tokens'', ''Webhooks'', and ''Pages'', among others.# In the ''Token Generated'' dialog, click '''I Understand''' and then copy the token. You will need this when configuring your integration account in later steps.[[File:FB-Token-Generated-5312.png|800px|thumbnail|center|Token Generation]]Now, in a new browser tab, configure the integration account that will link Facebook Messenger to Bright Pattern Contact Center. Keep this tab open so it is easy to switch between sites and copy and paste credentials.# In ''Type'', select '''Facebook'''.Using the credentials for your Facebook App, enter values for the following screen properties. (If you do not know your credentials, ask your system administrator.)* '''Page Username''' - The name of your Facebook Messenger integration account (any)* '''Type''' - Facebook* '''Page ID''' - Your Facebook Page ID (string). You can find the Page ID in the "About" section of your page.* '''Token''' - The Page Access Token for your Facebook Page* '''Webhook Verify Token''' - The token used to confirm that Facebook is the real server, which is needed for Facebook to send you a message from the customer; if you do not have a token, click the Generate random token below* '''Generate random token''' - Creates a random webhook token that you can copy and paste into your your Facebook App management page in ''Webhooks > Verify Token''* '''Test Connection''' - This button tests the credentials and confirms whether the connection is valid.Click '''Apply''' to save your changes.[[File:FB-Integration-Properties-5312.PNG|650px|thumbnail|center|Facebook Messenger integration account properties]]Now that your integration account is set up, go back to your Facebook Developers page and continue working on configuration there.See facebook.com for more information about the [https://developers.facebook.com/docs/messenger-platform/ Messenger Platform].Now that your integration is set up, you need to add the "Send Message" button to your Facebook Page and point it to the Messenger platform.