Set up a Facebook channel

Set up a Facebook channel to let customers reach your team through Messenger and let agents reply from the same console they use for calls, WhatsApp, and live chat. Setup happens in three places: on Meta's developer platform (where you create the app that bridges Facebook to Dromlik), on your Facebook Page (where you link the app), and inside the Dromlik admin console (where you create the channel and route messages to agents).

Before you begin

• You must be an administrator of the Facebook Page you want to connect.
• The Page must be published (not in draft mode) and belong to a Meta Business account.
• You need a Meta developer account at developers.facebook.com.
• You need administrator access to the Dromlik admin console.
• At least one agent, group, or queue must exist to receive incoming messages.

How it works

Dromlik talks to Facebook through a Meta app that you create in the developer portal. The app subscribes to your Page's Messenger events via a webhook: when a customer messages your Page, Meta posts the event to Dromlik, which places it in a queue and routes it to an available agent. Agent replies are sent back through the Graph API using the Page access token generated during setup.

Part 1 — Create a Meta app

1. 1

   Open the Meta developer portal

   Go to developers.facebook.com and sign in with the Facebook account that administers your Page. Open My Apps → Create App.

2. 2

   Choose the app type

   Select Business as the app type. Give the app a name (for example, Dromlik Messenger Bridge), enter a contact email, and attach it to your Meta Business account.

3. 3

   Add the Messenger product

   On the app dashboard, click Add product and pick Messenger. This exposes the settings you'll need in Part 2.

4. 4

   Note the App ID and App Secret

   Under App settings → Basic, copy the App ID and reveal the App Secret. Keep them somewhere safe — you'll paste them into Dromlik in Part 3.

Part 2 — Connect the app to your Facebook Page

1. 1

   Add your Page to the app

   In the app dashboard, open Messenger → Settings. Under Access tokens, click Add or remove Pages and select the Page you want customers to reach. Grant the app permission to manage the Page.

2. 2

   Generate a Page access token

   Back on the Access tokens screen, click Generate token next to the connected Page. Copy the token — you'll paste it into Dromlik in Part 3. This token lets Dromlik send replies as your Page.

3. 3

   Configure the webhook

   Scroll to Webhooks and click Add callback URL. Enter the callback URL and verify token shown on the Dromlik Facebook channel screen (you'll open it in Part 3). Subscribe to at least these fields:

   • messages
   • messaging_postbacks
   • message_deliveries
   • message_reads
4. 4

   Subscribe the Page to the webhook

   Under Webhooks → Page subscriptions, click Add subscription, pick your Page, and enable the same fields you subscribed to above.

Part 3 — Create the channel in Dromlik

1. 1

   Open the Messaging settings

   Sign in to the Dromlik admin console. Go to Messaging → Channels and click Add channel.

2. 2

   Choose Facebook Messenger

   Select Facebook Messenger. Give the channel a name your team will recognise (for example, Company Page – Sales).

3. 3

   Paste the app credentials

   Enter the App ID, App Secret, and Page access token you copied from the Meta developer portal.

4. 4

   Copy the callback URL and verify token

   Dromlik displays a Callback URL and Verify token unique to this channel. Copy them into the webhook configuration in the Meta app (Part 2, step 3) if you haven't already.

5. 5

   Save the channel

   Click Save. Dromlik verifies the webhook with Meta; the channel status turns Connected when the handshake succeeds.

6. 6

   Route messages to a queue or agent

   Open Messaging → Routing and add a rule that sends messages from the new channel to a specific queue, group, or individual agent. See Route messages to agents.

7. 7

   Test the connection

   From a personal Facebook account (not the Page admin account), send a message to your Page. It should appear in the agent console within a few seconds.

What agents see

Each incoming Messenger conversation appears in the agent's inbox alongside SMS, WhatsApp, and live chat. The customer's Facebook name and profile picture are shown; if the same person has previously called or messaged, their earlier interactions are linked to the same contact record.

What you can send

• Text messages of any length.
• Images (JPG, PNG), audio clips, video, and PDF documents.
• Emojis and standard formatting.
• Quick reply buttons (configured per channel).

Managing the channel

• Rename or pause a channel from Messaging → Channels. Paused channels stop routing new messages to agents.
• Reconnect if Facebook forces a re-authorisation (for example after a password change or Page role change) — generate a new Page access token and paste it into the channel.
• Remove a channel to fully disconnect. Historical conversations remain in Dromlik; new Messenger messages will no longer be received.

Troubleshooting

The channel status shows "Disconnected". The most common cause is that the Page access token expired or was revoked, or the app subscription to the Page was removed. Generate a new token in the Meta developer portal and paste it into the channel.

Webhook verification fails when saving the channel. The callback URL and verify token in the Meta app must exactly match the values shown in Dromlik. Copy them again, including any trailing characters.

Messages arrive but no agent sees them. Check the routing rules under Messaging → Routing — the channel probably isn't assigned to a queue or agent.

Agents can't reply, or replies fail. Verify the customer's last message was less than 24 hours ago. Messenger blocks outbound messages outside that window.

Only some people can message the Page. Your Meta app is in Development mode and only accepts messages from people with an app role. Submit the app for review to open it to everyone — see Submit the Meta app for review.