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Facebook Messenger

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The main difference to other channels is the fact that Facebook Messenger uses numeric identifier for a sender and recipient. So called "Page Scoped User ID (PSID)" for the sender and a "Page ID" for the recipient of the MO message. A person is assigned a unique PSID for each Facebook Page they start a conversation with.

These identifiers are visible in the CM.com platform as the userid under channels...Facebook Messenger.

Media message

See also receiving media messages

The support and restrictions for media files are the same as for sending Facebook Messenger messages.

Suggestions

Quick reply

When the customer clicks on an item in a quick reply suggestion list, the reply will have the original action and the original postbackData in the custom/suggestions item:

"custom: "{
  "suggestions": [
    {
      "action": "Reply",
      "postbackData": "EDIT_APPOINTMENT"
    }
  ]
}

Example message

{
  "reference": "my-reference",
  "messageContext": "",
  "from": {
    "number": "87654321",
    "name": "John Doe"
  },
  "to": {
    "number": "12345678"
  },
  "message": {
    "text": "Edit appointment",
    "media": {
      "mediaUri": "",
      "contentType": "",
      "title": ""
    },
    "custom": {
      "suggestions": [
        {
          "action": "Reply",
          "postbackData": "EDIT_APPOINTMENT"
        }
      ]
    }
  },
  "groupings": ["", "", ""],
  "time": "2021-05-27 15:47:52",
  "timeUtc": "2021-05-27T13:47:52",
  "channel": "Facebook Messenger"
}

Chosen product

🚧

Note

This feature is in beta and not publicly available yet

There are two scenarios in which you will receive this type of message:

  • When the end-user reacts to a sent product template (mobile only)
    • The end-user will be redirected to your Facebook shop when reacting via browser
  • When the end-user chooses a product in your Facebook shop

For both scenarios, the reply will have the referenced product id in the custom/suggestions item:

"custom: "{
  "suggestions": [
    {
      "action": "ViewProduct",
      "postbackData": "PRODUCT_ID"
    }
  ]
}

Example message

{
  "reference": "my-reference",
  "messageContext": "",
  "from": {
    "number": "87654321",
    "name": "John Doe"
  },
  "to": {
    "number": "12345678"
  },
  "message": {
    "text": "Chosen product",
    "media": {
      "mediaUri": "",
      "contentType": "",
      "title": ""
    },
    "custom": {
      "suggestions": [
        {
          "action": "ViewProduct",
          "postbackData": "PRODUCT_ID"
        }
      ]
    }
  },
  "groupings": ["", "", ""],
  "time": "2021-05-27 15:47:52",
  "timeUtc": "2021-05-27T13:47:52",
  "channel": "Facebook Messenger"
}

Updated 8 months ago