Messenger

Messenger Integration

1-) Meta Operations

In order to connect the Messenger channel to Supsis AI, you must first create a Business Portfolio via Facebook’s management tool, Meta Business Suite, or gain access to an existing portfolio. The portfolio provides centralized management of all your business assets (Pages, Accounts, Applications).

To access your portfolios: www.business.facebook.com

1.a – Meta Operations

Before starting the integration of Meta channels (Facebook Page) with Supsis AI, you must ensure that you are working under the correct Business Portfolio where the relevant assets are connected. The Business Portfolio is the centralized area where your pages, accounts, and permissions are managed.

• a – Access Portfolios
  Log in to Business Suite via the specified address, click on your current business name/area located in the upper left corner, and open the portfolio list.

• b – Select Portfolio
  From the list, select the Business Portfolio where the relevant pages are connected and where you will perform the integration process.
  Note: You must have full administrative authority (Admin Access) on the selected portfolio for the integration process to function properly.

• c – Create Portfolio
  If you do not have an existing portfolio suitable for integration, you can create a new one by following these steps:

  • Click the "Create Business Portfolio" button in the dropdown menu.
  • Complete the setup by following Meta’s guided steps (business name, email, etc.).

Tip: After creating a new portfolio, do not forget that the Facebook Page you want to connect to Supsis AI must be defined under this portfolio (see Create & Add Page).

• d – Portfolio Settings
  The technical management of integration such as adding pages, connecting accounts, and permission controls is performed via the "Settings" tab. By clicking this button, you can perform all administrative actions related to the selected portfolio, including adding pages, connecting professional accounts, and managing access permissions.

1.b – Create & Add Page

If your Facebook page is not defined under your portfolio, you can add an existing Facebook Page or create a new one by following these steps. The page to be used within Supsis AI operations must be properly defined under the correct portfolio with appropriate permissions.

• a – Pages Go to Accounts > Pages from the portfolio settings menu. On this screen, you will see the list of Facebook Pages connected to your portfolio.

• b – Add Page Click the "+ Add" button at the top right corner and select the appropriate option from the dropdown menu.

• c – Add Options After clicking the "+ Add" button, choose the option suitable for your situation:

• Add an Existing Facebook Page
  Used to include a Page that you already own or manage into this Business Portfolio.

• Request Access to a Facebook Page
  Used when the Page is managed by another administrator and you need to request access from this portfolio.

• Create a New Facebook Page
  Used when you need to create a brand-new Page specifically for integration.

Note: You must have sufficient administrative authority on the related Page/Portfolio to complete these actions. If you do not have the necessary permissions, adding or requesting access steps may not be completed.

2-) Completing the Integration

This section includes the steps required to initiate the process of adding the Messenger channel to the Supsis AI panel and completing the necessary authorizations via the Meta platform. During the process, the system will redirect you to the Meta panel for authorization procedures.

2.a – Supsis AI Panel Steps

After completing the preparations on the Meta (Facebook Business) side, follow the steps below in the Supsis AI panel to complete the integration:

• a – Integrations

Click on the Integrations icon located in the left menu of your Supsis AI panel to access the menu.

• b – Messenger

Find the Messenger card in the list of social media channels and click on it to view the channel details.

• c – Add Channel

Click the Add Channel button (blue area with a plus icon) within the Messenger integration screen. This action will redirect you to the Facebook Business authorization window to connect your account to Supsis AI.

• d – Terms and Conditions

In the pop-up window, check the box that says "I have read and accept the Privacy Policy and Terms and Conditions." This confirmation represents the legal permission required for the system to access and manage your messages.

• e – Connect

Finally, click the Connect button. This will redirect you to the Meta (Facebook Business) interface where you must log in and grant authorization.

2.b – Meta Panel Steps

On the opened screen, log in using the Facebook Business account connected to the Facebook Page you want to integrate.

• a – Page Selection

On this screen, you must select which Pages Supsis AI will manage. Define the access scope here:

- **All Current and Future Pages:**  
  Grants broad access, including pages that may be added to your portfolio later.

- **Only Current Pages:**  
  Grants access only to the pages that currently exist.

• b – Continue

After making your selection, click the Continue button.

• c – Messenger Account Selection

On the next screen, select the Messenger accounts that you want Supsis AI to manage. You can also define the access scope here. Make sure to choose the correct scope for proper integration. After selection, click the Continue button.

• d – Continue

After confirming your selection, click the Continue button.

• e – Access Details

In the final stage of Meta approval, a summary list displaying all permissions requested by Supsis AI will be shown. Review the selected Pages, Accounts, and access policies carefully.

After verifying the information, click the Save button to confirm.

• f – Understood

When the process is successfully completed, a confirmation screen such as "Supsis AI ... connected" will appear. Click the Understood button to finalize the process.

• g – Select Account to Connect

After completing the authorization process, you can select from the Facebook Pages connected to your business account and finalize the integration.

3-) Messenger Channel In-Panel Details

You can view and edit the operational features and settings of your integrated Facebook Page within the Supsis AI panel from this section.

3.a – Details

Details is the management area where you configure which team/flow will handle incoming conversations and how assignment behavior will function.

• a – Channel Name

Channel Name allows you to define the name under which your Facebook Page will appear in the Supsis AI panel. This name represents how your Facebook Page is displayed in the Supsis AI panel.

• b – Department Routing Rule Active

When this toggle is enabled, conversations coming from the Messenger channel are automatically routed to departments separately. Requests are handled by the relevant team.

This rule works together with other routing rules within Supsis AI.
Example: When the chatbot is active, conversations exiting chatbot records may be transferred to the relevant department according to the defined routing rule.

Note: If there is no available user in the selected department to receive chats when a conversation arrives, the chat waits in the queue until an eligible user from the selected department becomes online.

• c – Live Support

When this mode is active, all incoming messages to the channel are directed to agents via live support assignments. If automatic assignment is active, assignments are made to active agents according to the chat assignment algorithm. If automatic assignment is not used, chats remain in the queue for agents to manually claim.

• d – Chatbot

When this mode is active, the chatbot handles conversations coming to the Messenger channel. Communication with the customer proceeds according to the chatbot scenario flow selected from the dropdown menu.

Note: After selecting the scenario, enter the relevant chatbot scenario and publish it to activate it.

• e – Hybrid

In Hybrid mode, routing works conditionally between the selected Department and the Chatbot.

Example Flow: The system checks whether there is an online agent in the selected department. If there is an online agent, the conversation is routed to the department. If there is no online agent, conversations are transferred to the chatbot scenario.

• f – Disable Automatic Assignment

When this option is enabled, automatic assignment is disabled for the relevant channel:

- Newly incoming conversations are not automatically assigned to agents and remain in the queue.
- However, owned conversations (previously assigned to or associated with a specific user) are automatically assigned to the relevant Supsis AI user.
- Changes made in this setting are reflected in the automatic system assignment within approximately 2 minutes.

Owned Conversation: A conversation previously associated with a specific agent (has an owner).

3.b – Visibility

Visibility settings allow you to control which agents or departments within the Supsis AI platform can view activities occurring on the integrated Facebook Page. The main purpose of this configuration is to improve operational efficiency and data privacy by ensuring teams only access channels within their area of responsibility.

User Accessibility Rules:
The defined visibility settings directly affect the following system functions:

• Automatic Chat Assignment: Conversations are assigned only to agents who have access permission to the channel; agents without permission are not given workload.
• Routing Operations: In order to route a conversation to another agent, the target agent must have viewing permission for this channel.
• Customer and Contact Lists: Agents can only view customer records coming from channels they have access to.
• Ownership Assignment: Assigning a customer to a specific agent (ownership) can only be performed within these access limits.

Important Note: Users with the "Full Admin" or "Root" role have permission to view all channels regardless of these settings.

• a – Agent Permissions

Agent permissions allow you to define on an individual basis which users can view and manage channel activities. Users with channel visibility enabled can operate within the channel according to their role permissions.

By selecting specific users from this section, you can ensure that channel activities are visible only in the panels of designated users.

• b – Department Permissions

Through department permissions, you can make the relevant channel accessible to all users within the selected departments.

• c – Channel Owners

Channel owners are special users with supervisory and management authority. These users can monitor all conversations in the channel regardless of other visibility restrictions. You can add new owners or remove existing ones via the “Edit Channel Owners” button.

3.c – Comment Management

Through the Comment Management menu, you can determine how comments received under your Facebook Page posts will be transferred to the Supsis AI panel and how they will be processed.

• a – Ticket

When this option is enabled, every comment under your Facebook Page posts is recorded as a Ticket within Supsis AI. This allows comments to be queued, responded to, and tracked end-to-end by your agents.

• b – Chatbot

If you want comments to be automatically responded to without human intervention through a defined chatbot flow, you can use this option.

From the dropdown menu, select the chatbot scenario that will handle incoming comments.
To complete the settings, click the "Update" button at the bottom right.
To activate chatbot routing, make sure to publish the selected chatbot scenario from within the chatbot configuration.