ZZetra

Messenger

Connect a Facebook Page so your agent answers Messenger conversations, with human takeover.

Overview

Connect a Facebook Page and your agent answers the messages people send it on Messenger. You can take over any conversation yourself, so routine questions are handled automatically while you step in when you want.

What you can do

Answer Messenger enquiries automatically, and take over a conversation whenever you want to handle it yourself.

Before you start

How to connect Messenger

  1. Create a Meta app

    Go to developers.facebook.com/apps, click Create app and choose the Business type. Add the Messenger product to it.

  2. Open the Messenger channel in Zetra

    Open your agent, click Channels and then Setup on the Messenger card. Paste your Meta app's App secret (Meta: App settings → Basic) and click Save. Zetra then shows your Callback URL and Verify token.

  3. Connect the webhook

    In your Meta app, open Messenger → Webhooks (or the Webhooks product), paste Zetra's Callback URL and Verify token, click Verify and save, then subscribe to messages.

  4. Add your Page and generate a token

    Under Access tokens, add your Facebook Page and generate a Page access token with the pages_messaging permission. Copy your Page ID too (Page → About → Page transparency, or the token screen).

  5. Finish in Zetra

    Paste the Page ID and the token into Zetra, turn replies on and click Save.

Check it works

From a Facebook account with a role on your app, message your Page. The agent replies, and the chat appears in Analytics → Conversations.

Switch your Meta app to Live

While your Meta app is in Development mode, only people with a role on the app (admins, developers, testers) can message the agent. To answer the public, submit the app for Meta's App Review for the messaging permission and switch it to Live. That happens in your Meta developer account.

Human takeover

You can take over any conversation yourself. While you're in control, the agent stops replying to that customer.

  1. Open your agent and click Analytics → Conversations.
  2. Open the conversation.
  3. Click Take over. When you're done, click Hand back to AI.

Note

On this channel your replies from Zetra are saved to the conversation log but not sent to the customer. Reply from your Meta inbox (Meta Business Suite) while you've taken over, then hand the conversation back to the AI.

Different agents on different Pages

Each Zetra agent connects to one Page. To run a different agent on another Page, open that agent's Channels → Messenger and connect the other Page with its own Page ID and token. You can reuse the same Meta app.

Good to know

You can pause the channel without disconnecting it by turning replies off. New messages are still saved to Analytics → Conversations.

Limitations

  • One Page per agent.
  • Takeover replies aren't sent from Zetra on Messenger. Reply from your Meta inbox while you've taken over.
  • Comments on posts aren't monitored. The agent answers direct messages only.

Troubleshooting

Meta says the callback URL couldn't be validated

Possible cause: the verify token doesn't match, or it was copied before you saved in Zetra.

Solution: Save once in Zetra so the verify token is generated, then copy both values again and paste them exactly.
Only my own messages get answered

Possible cause: your Meta app is still in Development mode.

Solution: Submit the app for App Review and switch it to Live (see the note above).
Messages arrive but the agent doesn't reply

Possible cause: the Page access token expired or lacks pages_messaging, or the app secret is wrong.

Solution: Generate a new Page access token with pages_messaging, paste it and the app secret again in Zetra, and save.

Next steps

Instagram →Connect the Instagram account linked to your Page too.
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