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Facebook integration 7.5 SR1

In this article

    This documentation is obsolete - read the one for SuperOffice 8 here

    This document describes how to set up Facebook integration with Customer Service. With the integration, you will be able to import messages and comments from page wall as requests in Customer Service. You will also be able to reply to these messages/comments, and they will be posted back on Facebook.

    Please note that due to the latest changes in the Facebook API you must upgrade to 7.5 SR1 or higher for this to work. 

    Create an application on Facebook

    First you will need to create an application on Facebook with the user you want to retrieve messages from, or the owner of the page. If you do not have the Developer access on Facebook, you will need to accept that access right when prompted. Screens may differ from examples below.

    Go to http://developers.facebook.com/apps (make sure you are logged in to Facebook first, or click apps from developers.facebook.com)

     

    Select Register as a Developer and follow the wizard untill you have successfully registered

      

    You are now ready to create your application

    Click My Apps - Add a new App - Choose Website

    You will be presented with the dialog to Create a new App ID after you have given a name

     

    In the next dialog under Tell us about your website - Site URL you add:

    Customer Service installation with FastCgi: Http://support.yourdomain.com/scripts/admin.fcgi?action=registerFacebook

    Customer Service installation without FastCgi: http://support.yourdomain.com/scripts/admin.exe?action=registerFacebook 

    Note - the URLs must be available on the internet since Facebook will be pushing changes to this URL. 

    When you are done you will need to make your app available, this is done under Status & Review and change it to Yes.


     

    Getting the values you need to set up inside Customer Service

    App ID and App Secret

    This is found under Settings - Basic. If the App secret is hidden, click to show and write it down. You will need these when you authenticate later. Note that the App ID in this screenshot is just an example.

     

     

    Page ID

    From 7.5 you also need to provide a Page ID. The Page ID can be obtained by Going to the About screen for your page:

     

     

    You are now ready to set up a Facebook account in Customer Service

    You need to configure Customer Service to retrieve messages from Facebook using the application you just created. Make sure that you are either logged out of Facebook, or logged in with the same user you used when creating the application. Failing to do so will result in incorrect behaviour. 

    Go to Settings->E-mail and click the New Facebook application icon

    Enter the Application ID and Page ID which you noted earlier. Note that from 7.5 it is mandatory to have a page, this was not necessary in earlier versions.

    Fill in the rest of the information and click Ok

    You will now be redirected to Facebook, where it will ask for some permission for the application you created.

    You will now be asked for the Client secret which is the same as the App Secret from your Facebook application. Click OK.

     

    When done you will see your Facebook account together with the other mailboxes

    By default, the integration will start to import messages from when you add the App Secret on the mail box. The old CSPlugins is no longer in use.

    Troubleshooting

    To manually post new messages to Facebook, make sure Facebook is ticked on the message - contacts - Other recipients inside Customer service

    If you receive this error after you have added Application ID and Page ID inside Customer Service, then verify that the Site URL you gave in your Facebook application is correct and points to your Customer Service installation:

    Customer Service installation with FastCgi: Http://support.yourdomain.com/scripts/admin.fcgi?action=registerFacebook

    Customer Service installation without FastCgihttp://support.yourdomain.com/scripts/admin.exe?action=registerFacebook 

    {
       "error": {
          "message": "Invalid redirect_uri: Given URL is not allowed by the Application configuration.",
          "type": "OAuthException",
          "code": 191
       }
    }

    Also - this URL must be available on the internet, or Facebook will not be able to reach it.