Integrate Customer Service Management Virtual Agent with Facebook Messenger (Legacy)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger.

    Before you begin

    Role required: virtual_agent_admin or admin

    • Install the Customer Service (com.sn_customerservice) plugin.
    • Install the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
    • Make sure Virtual Agent is integrated with Facebook Messenger.
    • Make sure you have the token and secret for the messenger.

    For information on integrating the Virtual Agent with Facebook Messenger and for retrieving the messenger token and secret, see Set up Virtual Agent integration for consumer messaging apps.

    About this task

    With this integration, you can get help using Virtual Agent chatbot conversations. For more information on getting help, see Customer Service Virtual Agent conversations .

    Procedure

    1. In the application navigator, enter sys_cs_adapter_configuration_page_messenger_list.do
    2. Select sample-fb-messenger-app.
      You have to be in the Customer Service Virtual Agent Conversations application to edit the record.
    3. In the Messenger Page ID field, enter your company's Facebook page ID.
    4. Right-click and select Save.
    5. In the Provider Auth field, click the information icon and open the Message Auth record:
      • Go to the Outbound message creation field, click the information icon and open the Token Verification record.
      • In the Token field, enter the token for the messenger application.
      • Click Update.
    6. In the Message Auth record:
      • Go to the Inbound message verification field, click the information icon, and open the Hash Message Verification record.
      • In the Secret field, enter the app secret for the messenger application.
      • Click Update.