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Overview

Integrating Messenger with Chatbase lets your AI agent communicate directly with customers through your Facebook pages. You can also take over any conversation yourself and reply through Messenger, so routine inquiries are automated but you keep the freedom to step in whenever you want.

What you can do:

Answer Messenger inquiries automatically, take over a conversation the moment you want to handle it yourself, and run different AI agents on different pages.
Attachments are supported, so your AI agent can process them and respond based on their content. See Attachments.
You can connect more than one Facebook page: select multiple pages during setup, or add more later using Connect a new Facebook page in the Messenger dashboard.

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Before you start

  • A Chatbase account with an AI agent
  • A Facebook page you administer

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How to connect Messenger

1

Open the Messenger channel

Navigate to your dashboard, pick an AI agent, and go to Channels. Click Setup if this is your first time using the integration, or Manage if you’ve connected pages before.
2

Grant permission

If this is the first time, you’ll be asked for permission to allow Chatbase to use your information.
If you’ve already integrated some pages and want to modify your selection, pick the Edit Previous Settings option.
Granting Chatbase permission to access your Facebook information
3

Choose your pages

Select Opt into current pages only to choose specific pages, or Opt all current pages to integrate every page on your account.
Choosing which Facebook pages to integrate
4

Review and save

Review the permissions and click Save.
Reviewing Messenger permissions
Click Done and wait a few seconds for the integration to connect.
The Messenger integration connecting
Send a message to your connected Facebook page and confirm your AI agent replies.
Once connected, you can manage your pages through the Messenger dashboard: add new pages with Connect a new Facebook page, or delete existing ones using the three dots next to the page.

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Human takeover

The human takeover feature lets you take over a chat whenever you want and reply to customers yourself. It works at the conversation level, so you can pick a specific conversation from the dashboard and stop the AI agent answering it.

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Enable human takeover for a conversation

  1. Navigate to Activity > Conversations in the left sidebar.
  2. In the Conversations section, filter to show only Messenger chats.
  3. Click the human takeover icon to the right of the source.
  4. Click the icon to enable human takeover.
The human takeover icon in the Conversations list
Click the icon again to restore access to the AI agent.
Some conversations won’t have the human takeover icon. This happens when you delete a page from the integrations dashboard. You keep access to the conversations in your chat logs, but not the takeover feature, because that page’s integration was deleted. The same applies if you delete a page and add it back, so be careful when deleting pages from the Messenger dashboard.

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Comment monitoring

Turn comments on your Facebook posts into Chatbase Helpdesk tickets, so your team can monitor and respond to customers directly from Chatbase. Comment monitoring is available from the channel settings for your Facebook accounts.
1

Open your channel settings

Go to Channels and select your connected Facebook channel.
2

Open Comments

Select the Comments tab.
3

Enable comment monitoring

Turn on Comment monitoring and select the connected accounts you want to monitor.
4

Receive comments as tickets

When someone comments on a monitored Facebook post, Chatbase automatically creates a ticket in the Chatbase Helpdesk.The ticket includes information about the original post and the comment, giving your team the context needed to respond.
5

Reply from the Chatbase Helpdesk

Open the ticket in the Chatbase Helpdesk and reply directly to the comment.Replies sent from Chatbase are posted as replies to the original Facebook comment.

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Connecting different AI agents to different pages

You can connect different AI agents to different Facebook pages, so each page gets specialized interactions.
1

Open the AI agent you want to connect

After connecting your first pages, you have access to the manage Facebook pages integrations page. Navigate to the AI agent you want to connect, then Channels > Manage.
Opening Channels > Manage for an AI agent
2

Connect a new page

You’ll see all the pages connected to this AI agent. Click Connect a new Facebook Page.
The Connect a new Facebook Page button
Then click Edit previous settings.
The Edit previous settings option
3

Keep your existing pages selected

A list of connected pages is displayed.
Don’t deselect any page you want to stay connected to Chatbase, because deselecting disables that page for Chatbase.
The list of connected Facebook pages
4

Select the new page and save

Select the page you want to add the new AI agent to and click Next. If the page was already selected, just click Next.
Selecting the page to add to the new AI agent
Click Save.
Saving the page selection
The new page is added to the dashboard and is now integrated with the new AI agent.
You can enable or disable the Messenger integration without disconnecting it. Disabling pauses messages while keeping your setup intact, and you can re-enable at any time. New chats still appear in your Chatbase dashboard chat logs.

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Limitations

  • Deleting a page removes takeover for its conversations. The chat logs remain, but the takeover icon disappears, and re-adding the page doesn’t restore it for old conversations.
  • Deselecting a page during setup disables it for Chatbase, even if you only meant to change something else.

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Next steps

Instagram

Connect the Instagram accounts linked to your Facebook pages for the same treatment.