How to set up a Facebook inbox in Front

Overview

Front's Facebook inbox feature supports Facebook Pages, which are different from personal timelines. Once you create an inbox for your Facebook page, you will be able to manage direct messages, as well as posts and comments directly from Front.

Note: Due to a limitation on the Facebook API, replies are limited to 2000 characters.

If you don't have a Facebook Page yet, but want to create one, follow these instructions.


Instructions

Step 1

Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with. Admins can also access user settings by following these steps.

Step 2

Click on Inboxes on the left menu and Add an individual inbox or Add a shared inbox, depending on which space you're in.

Step 3

Fill out the name and description of your inbox. Click Create.

Step 4

Choose Facebook from the channel menu.

Step 5

Click Connect to Facebook, and sign into Facebook if prompted.

Step 6

When you first link Front to Facebook, you'll be asked to choose which Facebook page(s) you'd like to give Front permission to access. If you are using Front to manage multiple Facebook pages across multiple Facebook channels, make sure you do not remove access to other pages you have previously authorized. Click Next and make sure all permissions are toggled on, then click Done.

Step 7

After completing the Facebook authorization flow, choose which Facebook page will be associated with the Front inbox you're creating, and whether to import just direct messages or direct messages and page comments.

Step 8

Select who on your team has access to this inbox, and click Create inbox.

Step 9 (optional)

If you need to connect additional Facebook pages to Front in the future, follow steps 1-5. Then, click Edit Settings in the pop-up.

Select all existing and new Facebook pages you want to connect. Click Next, ensure all permissions are toggled on, then click Done. Follow Steps 7-8 if needed.


How it works

Direct messages

  • Once the channel is connected, any direct messages sent to your Page will be automatically imported to Front, but no historical messages will be imported
  • Direct messages with the same person will thread into one conversation in Front
  • Imported messages can include emojis, attachments, stickers, and gifs
  • Replies can be sent from Front up to 7 days after receiving the message. Due to a limitation of Facebook's API, after 7 days the messages can no longer be replied to.
  • Messages can be sent with emojis and attachments.
  • If you selected the option when setting up the channel, a message will automatically be imported into Front when a user creates a Post on your businesses' page, or a user creates a top-level comment on a post on your businesses' page
  • If multiple top-level comments are made on a single Facebook post, a separate conversation will be created in Front for each top-level comment
  • Replies from Front to these kind of messages will appear as comments in Facebook that @ mention the recipient
  • Replies can include emojis, as well as image and video attachments
  • "Liking" posts and comments isn't currently supported

Message Expiration after 7 days

Facebook channels connected to a page through Front may send a reply to a recipient if that person has sent a message within the last 7 days.

If you don't respond to the message within 7 days, the messages will still show in Front, but if you do attempt to send a reply to it in Front, you'll get a draft error. You can, however, still reply to them in Facebook directly. 

To learn more, you can read an in-depth guide published by Facebook here


FAQ

Can I start a Messenger conversation from Front?

No, you cannot initiate a Facebook Messenger conversation from Front, as Facebook Messenger itself does not allow you to. The customer must message you first and you will be able to reply from Front.

Can I use an auto-reply rule with the Facebook channel?

Yes, but only in reply to direct messages. Auto-replies will not succeed when in reply to posts and comments. For this reason, we recommend that when configuring an auto-reply rule, you filter for DMs by checking for a subject that contains the text "Facebook conversation with".


Pricing

This feature is available on all plans.

25 replies

    • Hello
    • 5 yrs ago
    • Reported - view

    How to re-authenticate Facebook once it's logged out ? I can't seem to find a way without removing all the current conversation.

    How can I do it ?

    • front
    • 5 yrs ago
    • Reported - view

    Hello Please email us so we can look in to your account.

    • orange_hat
    • 5 yrs ago
    • Reported - view

    Is is possible to add multiple Facebook Pages into the Inboxes?

    • front
    • 5 yrs ago
    • Reported - view

    Jay Yes!

    • Francesca
    • 5 yrs ago
    • Reported - view

    Cori Morris Hello can you email me the INSTRUCTIONS on how to add multiple FB pages? I've been trying to do it or find the guidelines & I haven't been successful. Thanks - francesca@Containerdoor.co.nz

    • front
    • 5 yrs ago
    • Reported - view

    Francesca Hi there,

    If you go to Settings > Inboxes > choose Facebook > Connect to Facebook, you should be able to add them each that way.

    • Francesca
    • 5 yrs ago
    • Reported - view

    Cori Morris I've tried that. When I click CONNECT to FB it doesn't give me the option of selecting another page than the one I already have linked to FRONT

    • front
    • 5 yrs ago
    • Reported - view

    Francesca Are the other pages linked to this account, or a different account?

    • Kade_Griffiths
    • 5 yrs ago
    • Reported - view

    Cori Morris Hi Cori, can you please tell me how to do this?

    • Kade_Griffiths
    • 5 yrs ago
    • Reported - view

    Cori Morris  Its a different page 

    • front
    • 5 yrs ago
    • Reported - view

    Kade Griffiths Hi there, can you clarify what you're trying to do?

    • Michele_Ghielmetti
    • 5 yrs ago
    • Reported - view

    Hello Team. I would like to know, if we can connect Facebook public post to FrontAPP (along with Facebook ads). As per now, our Tool is set to receive Twitter (DM and Public) and Facebook Messenger post. 

    Can you let me know if this is possible, and if there will be any different of the user right setting?

     

    Regards,

    Michele Ghielmetti

    • front
    • 5 yrs ago
    • Reported - view

    Michele Ghielmetti Hi there!

    Currently, the Facebook inbox only brings messages into Front. I'll be sure to let you know if we change this in the future.

    • Sam_Spaulding
    • 4 yrs ago
    • Reported - view

    My team has been using this feature for a few years and suddenly as of Monday this week, it does not work. New messages show up, but attempts to reply to any message from Facebook give the error "Front cannot access your Facebook page anymore." We have not changed any passwords on Facebook this week.  How do I re-connect our Facebook page?

    • Tooling & Support Engineer @ Front
    • Jason
    • 4 yrs ago
    • Reported - view

    Sam Spaulding We would recommend contacting Front's support team via the in-app chat in Front (Click your avatar, then "Talk to us" - from there we will be able to confirm your identity, and get that account reauthorized

    • Sam_Spaulding
    • 4 yrs ago
    • Reported - view

    Jason Dugdale I have been going back and forth for 4 days with Front's support team through the in-app chat; I am unable to get more than one step ahead per day and this is untenable—we are missing messages and are about to start a big sale this week so it is imperative that we be able to respond. Is there an email I can use to reach the support team more efficiently?

    I was told that support staff is seeing the error "Got status: 404 (#803) Some of the aliases you requested do not exist..." At this point I have (as instructed) removed the channel for my Facebook page, but cannot figure out how to reconnect it or re-add the channel. Is there documentation on your site anywhere about how to do this? Is there a number I can call? This is very frustrating.

    • Tooling & Support Engineer @ Front
    • Jason
    • 4 yrs ago
    • Reported - view

    Hi Sam Spaulding , I'll send you an email directly in a moment

    • Diego_Fernandes
    • 3 yrs ago
    • Reported - view

    Hi recently I got a message saying that “you can’t use this feature right now” when I was leaving a comment on anyone how do I fix that

    • Jessye_Levy
    • 3 yrs ago
    • Reported - view

    Diego Fernandes Thanks for reaching out! Since this issue is specific to your account, please email us at support@frontapp.com so we can help further.

    • Diego_Fernandes
    • 3 yrs ago
    • Reported - view

    Jessye Levy can you just tell me here because my email is not working?

    • Jessye_Levy
    • 3 yrs ago
    • Reported - view

    Diego Fernandes What is the email address associated with your account? Happy to take a look.

    • Diego_Fernandes
    • 3 yrs ago
    • Reported - view

    Jessye Levy what do mean?

    • Jessye_Levy
    • 3 yrs ago
    • Reported - view

    Diego Fernandes Since we are posting on a public forum, for security purposes we're unable to release private information about customer's accounts. We want to ensure your private information is protected. We are always happy to reply with information that is helpful to general users but otherwise, we always move to email to assist with issues specific to a customer's Front account. If you do not have access to your own email, is it possible for one of the other Front admins on your account to email us on your behalf? This way we can pull up the correct account to assist with the issue you're experiencing and help provide a resolution. Thanks for your understanding! 

    • Mikele_Guedes
    • 1 yr ago
    • Reported - view

    Hi! Is it possible to track/follow-up comments on Facebook publications ? Like FrontApp does with Twitter posts

    • Customer Support Representative
    • Lemuel_Chan
    • 1 yr ago
    • Reported - view

    Mikele Guedes This isn't possible with Front at this time, but it's an existing feature request in our product backlog!