Connecting (FB) Messenger

Connect your Facebook Page to your CINNOX service. Your visitors' private messages on your Facebook Page through their Facebook Messenger become enquiries in your CINNOX service, which any of your staff can attend as one-on-one conversations.


Facebook Page


Connect your Facebook Page

From the navigation menu, go to Channels > Social.

  • On the Social page, click the Create Channel button located in the top-right corner. A pop-up window will show to display a list of sources that you can connect to.
  • Click Connect to Messenger

Create Messenger Channel



  • Click Connect your Facebook Page Account in the Select Facebook Page
  • On the pop-up Facebook login page that will appear, enter the email address or phone number and password for your Facebook Page.
  • Click on the Login button. Once you have successfully logged on, a pop-up window will display the Facebook Pages you have created under your account.

Facebook Login Page

  • Select the Page(s) you will add as source channel(s)
  • Click on the Next button. A pop-up window for page permissions will appear

Select Facebook Page

  • Make sure to allow the following permissions for CINNOX:
Permission SettingsToggle Yes/No
Manage and access Page conversations in MessengerYES
Show a list of the Pages you manageYES
Read content posted on the PageYES
Manage accounts, settings, and webhooks for a PageYES
  • Click on the Done button. A pop-up window will appear confirming that the Facebook page has been linked to CINNOX. You can update what CINNOX can do in the Business Integrations Settings on your Facebook Page. To finish the setup, CINNOX may require additional steps.

  • Click on the OK button.

  • Confirm the Facebook Page that will be associated with your CINNOX Channel.


Facebook Page Permission

Configure your settings

Set how to distribute incoming enquiries from this channel to the target destinations.

Channel Name

  • Add a name for your Messenger channel. The channel name can be up to 40 characters.

Channel Name

Routing Settings and Sticky Routing

Select for the Routing Rule and add Destinations based on the operational support to your channel.
Please check our detailed guide Alternative, Percentage, Time and Sticky Routing for more information.


Routing Settings


Auto-Message Message Settings

You can enable and configure the following Auto-Reply Messages:

  • Welcome Message: They are greetings sent to customers when they first message you.
  • Away Messages: They are only sent if no staff are available to answer an enquiry.
  • Close Enquiry Messages: They will be sent to the visitors' chatrooms when the staff or the system closes the enquiries.

Display Name Format
You may include staff display names in your messages. Choose from the following options:

  • No name to display
  • Staff first name
  • Staff first name + last name

Welcome Message

  • CINNOX provides a default welcome message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Away Message

  • CINNOX provides a default away message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Close Enquiry Message

  • CINNOX provides a default close enquiry message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Customise welcome, away and close enquiry messages


Enabling Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Toggle the switch on to enable the Channel Custom Info.
  • A blank space adds the required basic information about the channel.
  • Click the Next button to complete all configurations, and the customised info appears on the Channel Custom Info.

Custom Channel Info

The custom info is displayed on the staff side at the chat room section for the chat enquiry.


Custom Channel Info in the enquiry page


Important Notes

  • You can customise the Channel Custom Info per Channel - Directory/Tag, Number, Social and Third Party Channel.
  • Channel Custom Info is available for call and chat enquiries.
  • The Channel Custom Info does not support Direct Staff Enquiry and Enquiry from the Campaign Web Link.
  • The Channel Custom Info you can add is 10,000 chars per channel. Please ensure it is not more than the limit to work correctly.
  • The Channel Custom Info will still be displayed as a chatbot message in the enquiry room if an enquiry is missed.


Created channels listed on the Social page.


Social Main Page


Managing Messenger Channels in CINNOX

To edit, suspend, or delete your Messenger channels in CINNOX, refer to this Guide's Managing Social Pages section.


Serving Chat Enquiries

Refer to Serving Chat Enquiries for more information to serve an enquiry via Messenger channel.


Known Limitations


  • You can only connect Facebook Pages to CINNOX. You cannot connect CINNOX to other Facebook Accounts (e.g., Personal Account).

  • A Facebook Page account can only connect to one CINNOX service.

  • When the connected Facebook channel loses its administrative privileges from your Facebook Page, it will automatically disconnect the channel source from your CINNOX service.

  • Supported Text, Media Content-Types and Size Limit

    • You can only send up to 2,000 characters per message.
    • You cannot recall messages from Facebook or any Social enquiries.
    • You can only send files with sizes no greater than 25 MB.
  • The maximum number of concurrent customers and visitors that can message your CINNOX account is 200.

  • Facebook Pages have a 24-hour idle conversation limit.
    A message will appear in the chat room when the staff attempts to send a message to the visitor, but the conversation has lapsed due to being idle and has reached the time limit : Sorry, your message can no longer send; the 24-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.


Help and Support

If your CINNOX service is not receiving messages from your customers and visitors:

  • Log on to your Facebook account with Fan Page then go to Settings & Privacy > Settings > Business Integrations.
  • On the Business Integrations page, you should see CINNOX on the list of applications connected to your account.
  • Click on the View and edit button.

Facebook > Settings & Privacy > Settings > Business Integrations

  • Verify that all permissions are toggled On, then click on the Save button.

Business Integrations Settings

  • Send a test message to your Facebook Page and check if your CINNOX service receives it.

If your CINNOX service is still not receiving any messages, contact our CINNOX Support Team at [email protected].



You can visit Facebook Help Center for more information about Creating a Facebook Page.