How to set up a Facebook inbox in Front

Overview

Front's Facebook inbox feature supports Facebook Pages, which are different from personal timelines. Once you create an inbox for your Facebook page, you will be able to manage incoming messages directly from Front.

Note: Due to a limitation on the Facebook API, replies are limited to 2000 characters.

If you don't have a Facebook Page yet, but want to create one, follow these instructions.


Instructions

Step 1

Go to Settings, select Inboxes, and Add a team inbox.

Step 2

Select Facebook.

Step 3

Click Connect to Facebook, and sign into Facebook if prompted.

Step 4

When you first link Front to Facebook, you'll be asked to choose which Facebook page(s) you'd like to give Front permission to access. Click Next and make sure all permissions are toggled on, then click Done.

Step 5

Once you are linked to Facebook, choose which Facebook page will be associated with the Front inbox you're creating.

Step 6

Select who on your team has access to this inbox, and click Create inbox


Syncing with Facebook Messenger

Facebook conversations in Front will sync with Facebook Messenger. What this means is that outbound messages that you send from Front will show up in your Facebook account, and vice versa. Conversations that took place before using Front will not be imported to Front.

Message Expiration after 24 hrs

Facebook channels connected to a page through Front may send a reply to a recipient if that person has sent a message within the last 24 hours, with an extra allowance of being able to send 1 message after the 24-hour window. The 24-hour window will remain, but as of March 4th, the single follow-up message is no longer allowed.


Frequently Asked Questions 

Will messages from Facebook still show in our Facebook inbox, or will they disappear if we haven't responded within 24 hours?

They will still show and if you do attempt to send a reply to it in Front you'll get a draft error. You can, however, still reply to them in Facebook directly.

To learn more about the policy change, you can read an in-depth guide published by Facebook here

23replies Oldest first
  • Oldest first
  • Newest first
  • Active threads
  • Popular
  • How to re-authenticate Facebook once it's logged out ? I can't seem to find a way without removing all the current conversation.

    How can I do it ?

    Like
  • Hello Please email us so we can look in to your account.

    Like
  • Is is possible to add multiple Facebook Pages into the Inboxes?

    Like
  • Jay Yes!

    Like
  • Cori Morris Hello can you email me the INSTRUCTIONS on how to add multiple FB pages? I've been trying to do it or find the guidelines & I haven't been successful. Thanks - francesca@Containerdoor.co.nz

    Like
  • Francesca Hi there,

    If you go to Settings > Inboxes > choose Facebook > Connect to Facebook, you should be able to add them each that way.

    Like
  • Cori Morris I've tried that. When I click CONNECT to FB it doesn't give me the option of selecting another page than the one I already have linked to FRONT

    Like
  • Francesca Are the other pages linked to this account, or a different account?

    Like
  • Cori Morris Hi Cori, can you please tell me how to do this?

    Like
  • Cori Morris  Its a different page 

    Like
  • Kade Griffiths Hi there, can you clarify what you're trying to do?

    Like
  • Hello Team. I would like to know, if we can connect Facebook public post to FrontAPP (along with Facebook ads). As per now, our Tool is set to receive Twitter (DM and Public) and Facebook Messenger post. 

    Can you let me know if this is possible, and if there will be any different of the user right setting?

     

    Regards,

    Michele Ghielmetti

    Like
  • Michele Ghielmetti Hi there!

    Currently, the Facebook inbox only brings messages into Front. I'll be sure to let you know if we change this in the future.

    Like
  • My team has been using this feature for a few years and suddenly as of Monday this week, it does not work. New messages show up, but attempts to reply to any message from Facebook give the error "Front cannot access your Facebook page anymore." We have not changed any passwords on Facebook this week.  How do I re-connect our Facebook page?

    Like
  • Sam Spaulding We would recommend contacting Front's support team via the in-app chat in Front (Click your avatar, then "Talk to us" - from there we will be able to confirm your identity, and get that account reauthorized

    Like 1
  • Jason Dugdale I have been going back and forth for 4 days with Front's support team through the in-app chat; I am unable to get more than one step ahead per day and this is untenable—we are missing messages and are about to start a big sale this week so it is imperative that we be able to respond. Is there an email I can use to reach the support team more efficiently?

    I was told that support staff is seeing the error "Got status: 404 (#803) Some of the aliases you requested do not exist..." At this point I have (as instructed) removed the channel for my Facebook page, but cannot figure out how to reconnect it or re-add the channel. Is there documentation on your site anywhere about how to do this? Is there a number I can call? This is very frustrating.

    Like
  • Hi Sam Spaulding , I'll send you an email directly in a moment

    Like 1
  • Hi recently I got a message saying that “you can’t use this feature right now” when I was leaving a comment on anyone how do I fix that

    Like
  • Diego Fernandes Thanks for reaching out! Since this issue is specific to your account, please email us at support@frontapp.com so we can help further.

    Like
  • Jessye Levy can you just tell me here because my email is not working?

    Like
  • Diego Fernandes What is the email address associated with your account? Happy to take a look.

    Like
  • Jessye Levy what do mean?

    Like
  • Diego Fernandes Since we are posting on a public forum, for security purposes we're unable to release private information about customer's accounts. We want to ensure your private information is protected. We are always happy to reply with information that is helpful to general users but otherwise, we always move to email to assist with issues specific to a customer's Front account. If you do not have access to your own email, is it possible for one of the other Front admins on your account to email us on your behalf? This way we can pull up the correct account to assist with the issue you're experiencing and help provide a resolution. Thanks for your understanding! 

    Like
Like Follow
  • 3 wk agoLast active
  • 23Replies
  • 5297Views
  • 13 Following