There are time when you may need to reset your Facebook Channel connection. The most common reason is usually due to authentication issues and or password reset/changes in Facebook.
You will know you will need to reset your channel connection if you receive an error message in your Medallia Concierge inbox when you try to reply to a contact using the FB channel.
This is an easy fix but will require some assistance by our Medallia Concierge support team.
Begin by ensuring that you have signed into Facebook and Medallia Concierge in the same browser using two separate tabs. Access your Business Page of your Facebook account and click the drop down arrow in the upper right corner of the menu bar and select "Settings"
You can also access it directly here: https://www.facebook.com/settings?tab=business_tools
From there, select Business Integrations from the left side panel options
Once on the Business Integrations page, you will see all fo the connected Apps authorized for use with your Facebook account. Select the Medallia Concierge app and click the blue "Remove" button
You will then be prompted with a confirmation screen - click Remove to proceed.
Once completed, please reach out to the Medallia Concierge support team to have your Facebook Page ID and Page Auth Tonken removed. You can contact our team directly through your Medallia Concierge inbox by using the Help button and selecting Chat with Us, through email at support@zingleme.com, or by phone at 877.946.4536 x 2.
Once removed, you will notice that the Facebook Channel in the Administrative Settings of your Medallia Concierge platform is not longer showing as connected.
To reauthorize / connect, click on the Facebook Messenger channel and select "Authorize". Again, making sure that you have both Facebook and Medallia Concierge open on the same browser window.
This will launch a Facebook Authorization pop up window
Click "Continue" and select the page you wish to connect, as well as all permissions
Then select Next and then Done to complete the authorization. When successful, you will see a confirmation page notifying you that your Medallia Concierge account is now linked to Facebook.
Navigate back to the Channels screen and click on Connect next to the Facebook Messenger channel to finalize the setup.
You are finished! 2 way communication can now resume between Facebook and Medallia Concierge.