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It can sometimes happen that despite installing the integration with Facebook Messenger, the messages still don’t come through to LiveChat. This may be because LiveChat has to be set as the primary receiver in the handover protocol on Facebook. The primary receiver is the app that handles all incoming messages when two different apps are integrated with a Facebook page. This section is a step-by-step guide on how to check it and set it up.

  1. Log into your Facebook Business page.
  2. Select the button with your shop’s avatar in the top right corner of the page.
  3. Pick Settings & privacy.
  4. Choose Settings.
  5. In the left panel pick New Pages Experience.
  6. Finally, select Advanced Messaging.
  7. There you should see Messenger for Livechat among your Connected Apps. Under Handover Protocol, pick Configure next to Messenger receiver.
  8. In the pop-up, set the Primary receiver for the handover protocol. Pick Messenger for LiveChat from the drop-down menu under Select button.

Now that LiveChat is set as your primary receiver, the messages from Facebook Messenger should appear in the LiveChat Agent App.