Facebook Messenger
Connect your Facebook Pages so customer messages land in Relay, and reply to them within Facebook's 24-hour window.
What you can do
Once your Facebook Pages are connected, messages people send to those Pages appear under Messenger in Relay (https://relay.oroe.ai/inbox/messenger). Your team can read them and reply with text, all without opening Facebook.
Before you start
You need to be an admin of the Facebook Page you want to connect, and signed in to that Facebook account in the same browser.
Connect your Pages
- Open Settings, then Connect Messenger (https://relay.oroe.ai/settings/messenger-pages).
- Select Connect Page. If this is your first one, the button says Connect Your First Page.
- Choose Connect with Facebook.
- Sign in to Facebook if asked, and allow Relay access to your Pages and their messages.
- You come back to Relay, and your Pages are listed under Facebook Messenger Pages.
Good to know Relay connects every Page you manage in one go. If there’s a Page you don’t want in Relay, you can disconnect it afterwards (see below).
Note If the Messenger inbox says No Facebook Pages Connected, its Go to Settings button opens the email settings. Choose Connect Messenger in the Settings menu to get to the right place.
Read and reply
- Open Messenger in the left menu.
- Select a conversation from the list.
- Type your answer in Type a message….
- Select Send, or press Enter. Use Shift and Enter together for a new line.
Replies are text only.
Facebook’s 24-hour rule
Facebook only lets businesses reply within 24 hours of the customer’s most recent message. After that, a reply from Relay will fail. The window opens again as soon as the customer writes back.
Tip Keep an eye on Messenger through the day, not just once in the morning. A message from yesterday afternoon may be just past the window by the time you get to it.
Seeing new messages
The Messenger inbox doesn’t update by itself while you’re looking at it. Reload the page to see messages that have arrived since you opened it.
Letting Tron answer for you
If you use Tron, its chat agent can answer Messenger conversations through Relay, for example out of hours. Set that up in Tron. See Tron.
Note Replies Tron sends look the same in Relay as replies your team sends. Nothing marks which ones came from Tron, so let your team know it’s switched on.
Disconnect a Page
- Open Settings, then Connect Messenger.
- Select Disconnect next to the Page, then Disconnect again to confirm.
Relay stops receiving new messages from that Page. Existing conversations stay in your inbox.