Messenger – Requirements Summary
Below are the essential requirements that must be met for Messenger to work correctly with TrueEngage and Genesys Cloud.
1. Requirements on the Facebook (Fanpage side)
Chat Plugin Configuration
Messenger Chat Plugin must be configured on the Facebook fanpage. Ensure that:
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All domains where the widget should appear are added in Chat Plugin → Setup.
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The TrueEngage script is embedded on all these domains.
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The plugin’s Welcome message and Frequently asked questions are disabled
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The plugin’s position (left/right) matches the widget placement configured in TrueEngage.
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Any color or margin settings in Facebook are ignored — these must be set in TrueEngage management panel.
If the Chat Plugin has not been configured yet, it must be fully set up in Meta Business Suite before integration.
2. Requirements on the Genesys Cloud Side
Active Facebook Messenger Integration
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A valid Facebook Messenger integration must be added and active in your Genesys Cloud organization.
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The fanpage you intend to use must be connected to this integration.
Documentation: Configure inbound messaging for Facebook Messenger (Genesys Cloud).
3. Requirements in the TrueEngage management panel:
When enabling the Messenger channel in TrueEngage, the following options are available:
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Facebook integration – Choose the correct Facebook integration name from the list.
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Schedule group – Optional. Learn more about checking the schedule group.
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Estimated waiting time – Optional. Learn more about estimated waiting time.
