Prerequisites
Before connecting your Facebook/Instagram Page to Mteja, ensure that:
The account must be a Facebook Business Page or an Instagram Professional account (Business/Creator). Personal profiles are not supported.
You have Admin access to the Facebook Page, or you have access to the Log-in details to the Instagram page
Step 1: Connect Your Facebook/Instagram Page
The set up and exit process is Similar for both.
From the Mteja homepage, navigate to Settings.
Select Channels.
Under Facebook Pages, click Set Up Facebook Account.
Under Instagram Pages, Click the Set Up Instagram Account
Follow the pop-up instructions.
Note: If the setup window does not appear, check whether your browser has any pop-up blockers enabled and allow pop-ups for Mteja.
In the setup wizard, if you do not already have a Facebook Business Page or an Instagram Professional account, you will be guided through the steps to create one.
During the setup:
Select your Business Portfolio.
Select the Facebook Page you would like to connect.
Review the permissions requested by Mteja and confirm that Mteja API can access the selected page.
Click Finish to complete the connection.
Your Instagram account that you are connecting will be required to be logged into the same browser, for Mteja to Identify which account is being linked. Select the permissions you would like to give Mteja.
Once connected, your Facebook Page will appear under your connected channels.
Please note: If multiple agents will handle conversations, a Product Team should be created beforehand under Settings > Product Teams. This is where conversations can be routed and distributed fairly among agents.
Step 2: Create an Inbound Campaign
Navigate to Campaigns and click Create Campaign.
Select Facebook/ Instagram as the channel.
Choose Survey as the campaign type for inbound management.
Save the campaign.
Step 3: Create a Chatbot Flow (Optional)
For a simple setup like starting a conversation, you may skip this step and create the flow directly during channel configuration.
For example, you may create a simple flow that:
Starts the conversation.
Assigns the conversation to a Product Team.
Navigate to Chatbot.
Select Facebook/Instagram Flows.
Click Create.
Set up your Opt-in, Opt-out or Reset Keywords: this is optional
Add a callback URL to send this data to your external CRM or email address that will receive the responses. This is optional
Add your steps to the customer journey, drag and drop from the Steps on the left of the page.
You have multiple options to help you build as detailed of a customer journey. For this set up, we are starting a conversation, which will assign new incoming conversations to the team of agents who have access to the platform and who are part of a Product Team.
You can choose to assign the conversation to one agent, or a Product Team (previously created under Settings). Assigning to a team does a round robin assignment to ensure the team has an almost equal number of open conversations.
Once you have completed your customer journey, click on the Preview button at the right bottom of the page. On the next page confirm the details then click on the Create button.
Please Note:
For the Prompt and Multiple Choice questions, you are limited to having 3 options on the chatbot. This is a Meta limitation, as they provide only 3 options visibly. See below for reference.
Step 4: Configure Your Facebook/Instagram Channel
Navigate to Settings > Channels > Facebook Pages or Instagram Pages.
Select the connected page to begin configuration.
You will be guided through the following settings:
Inbound Campaign.
Select the Facebook inbound campaign you created earlier.
Select if you want to enable comments to be handled on team inbox by toggling the button and selecting which product team will handle them.
Session Timeout
Determine how long a conversation remains active before restarting the customer journey.
For example:
If a customer returns after the timeout period, the journey can start from the beginning.
If they return within the timeout period, the conversation can continue from where it left off.
Working Hours
Set the hours during which your team is available.
For 24-hour availability, configure:
Start Time: 00:00
End Time: 23:59
Otherwise, specify your preferred operating hours.
In-Office Flow
Choose what happens when customers message during working hours.
You can:
Select an existing Facebook Messenger flow.
Click Edit Flow Questions to create a new flow. It will give you the customer journey builder which does not save the journey created but will be stored on the channel setting till it is changed again.
Out-of-Office Flow
Configure what customers receive outside your working hours.
You can:
Use an existing chatbot flow (as above)
Create a new out-of-office flow by selecting Edit Flow Questions. For the hours your team is unavailable, you can have message response letting customers know when the team will be back and alternative ways to reach you.
Once done, click on Save at the top right of the set-up page.
Removing your Facebook/ Instagram Pages
This is as easy as deleting the Page on the Configurations page, the delete icon is on the right side of the page next to the Save button
Once your accounts are deleted, you will lose the ability to respond to messages or comments from the Mteja Platform, you will no longer view the customer usernames.