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Channel activation

To use Facebook, you should have the channel activated in your iAdvize account. Please contact your CSM if it isn't already done.


Facebook synchronization

Add your Facebook page directly in the iAdvize administration by this way :

Engagement > Settings > Facebook > Add new pages 

Note that it is necessary that the person in charge of the procedure has the Administrator status of the Facebook page and is connected to it. An authorization will be required to access the pages.


If an administrator changes the password on his Facebook page(s), the page will be disconnected from iAdvize.

Several pages could be synchronize at the same time in the iAdvize interface. You just have to select the pages and to validate this step. Then, you'll receive a confirmation message and the Facebook pages should appear in the iAdvize administration.

Global Facebook pages are able via iAdvize and it's possible to synchronize every single "daughter" page. Local Facebook pages are able to in iAdvize. 


Following a Facebook constraint, you must repeat this process every two months.

The administrator could manually disconnect a Facebook page of the interface. If it happens, every messages collected will anymore appear in the picking-list. If Facebook is reconnected, every handling messages will appear again in the agent's desk. 

⚠ If you have a main page as well as "children" pages, it is possible that visitors are redirected to one of your children's pages instead of your main page, when it is this page that is connected.

Also, to help you configure these pages, please refer to the Facebook article about the Global or Local Pages.

3rd party channels expertise 

The last step consist to add the 3rd party channels communication to your agents who have to answer to 3rd party channels messages.

By the way, a picking-list corresponded to one SID where the rules and the3rd party channels are synchronized. So, this requires that the user has the correct site associated in his "Expertise" field.

facebook_x3.png Facebook : Collect all messages posted on the Facebook Page matching these conditions

Condition Settings Value Comment
The message Contains (with wildcards) / Does not contain (with wildcards) Text The value can be used with * to expend it. Example : *bio* will also return antibiotic.
The content type Is / Is not A type with the list Post / Comment / Reply to a comment / Private Message
The ID of the original content Is / Is not ID* Mostly used to block the reception of comments on specific posts (such a marketing contests for example)
The name of the Page Is / Is not A name within the list Let the user create rules for a specific page and then route them to the right agents

 *The ID value corresponds to value1_value2 in the url of the post from which you want to capture or exclude comments

Settings_ON_3x.pngHow to set up my targeting rules for Facebook? 

  • Go to this part of iAdvize: Engagement > Targeting > Facebook 
  • Then, click on the "+" (1) located at the top right to create your targeting rule.
  • Give a name to your targeting rule (2)
  • (3) You can activate this option to exclude every messages matches with the criteria below.
  • Add targeting criteria (4) with a list of conditions (OR), mandatory criteria (AND) or exclusion (NO).
  • Save your targeting rule to apply it (5).

In this case, the targeting rule will collect every private messages from the Facebook page "Cooktoys Nantes #7" and who contains the keywords "delivery" or "purchase". Then, you can route these messages to the right agents.


⚠ If you wish to retrieve all messages, please make sure to use a * in "contains (with wildcards)".

  Since March 4, 2020, on a decision of Facebook, it is no longer possible to respond to visitors whose last message is more than 24 hours old. Concretely, if the visitor send his last message more than 24 hours ago, the operator can't reply to the visitor by sending a new message (cf screenshot of the operator behaviour attached).