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Facebook Messenger

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"
}