Adding Facebook as a Channel

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Connect a Facebook page to create cases from Facebook Messages, Wall Posts, and Comments.

Note: Importing comments from Facebook Groups and Sponsored Ads is not currently supported.


  • Administrative Manager or above access level.
  • Administrative access to the Facebook account for the page to add. Logged in to the Facebook account when connecting to
The integration with Facebook functions with regular Facebook pages as well as Business Manager Facebook pages. It will allow you to handle Wall Posts, Messages and Comments as cases. You can import from Facebook to create cases in Desk. You can also create Facebook cases in to show in Facebook as new Posts.


  1. Go to Admin > Channels > Facebook
  2. Click Add Facebook Page
  1. Select the Facebook page that you want to integrate with by selecting the checkbox. You can also choose to import older posts from your page by checking the “Import Old Posts” checkbox.
  1. Click Add Facebook Page
Your connected Facebook page is viewable in Admin > ChannelsFacebook

Next, you will want to click on the Pencil icon to configure Facebook for cases

Here's a video walkthrough of how to add Facebook as a channel in Desk.

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If you run into any issues when trying to integrate with Facebook, then don't hesitate to reach out to our Support team for help.