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Overview

This guide shows you how to connect Facebook Messenger with DialogShift so your chatbot can automatically respond to Facebook messages.

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Prerequisites

You need admin rights on your hotel’s Facebook page to set up the integration.

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What you need:

  • A Facebook page for your hotel
  • A Facebook user with admin rights on this page
  • Access to the DialogShift Live Chat app

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Step-by-Step Guide

1

Prepare Facebook Page

Make sure you have a professional Facebook page for your hotel and possess admin rights.
2

Disable Automatic Greetings

Disable automatic greetings and FAQs in the Facebook postbox so the DialogShift chatbot can take over:
  1. Go to Facebook Business Inbox
  2. Disable automatic responses
  3. Disable FAQ functions
3

Set up Integration in DialogShift

  1. Open the DialogShift Live Chat app
  2. Navigate to “Settings” >> “Integrations”
  3. Click “Login” or “Renew Login” for Facebook
  4. Log in with your Facebook account (that has admin rights)
  5. Select your Facebook page
  6. Enable all requested permissions
  7. Click “Save”

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Facebook Login Renewal

Facebook requires login renewal every 3 months. You’ll receive timely email reminders from us.

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How to renew the login:

  1. Go to “Settings” >> “Integrations” in the DialogShift app
  2. Click “Renew Login” for Facebook
  3. Confirm the connection again

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Setup for Hotel Chains

If you have Facebook pages only at brand level (not for individual hotels):
Recommended approach:
  1. Connect the brand Facebook page with any hotel or landing chatbot
  2. Open “Settings” >> “Channel Settings”
  3. Disable the chatbot for Facebook (“Chatbot active”)
  4. Enable a channel-specific greeting
  5. Contact [email protected] for setting up a dedicated inbox
Result: All Facebook chats are collected in a central mailbox that can be handled by all hotels.

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Chatbot Configuration

After integration, you can make additional settings:

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Channel-Specific Settings

  • Chatbot Mode: Fully automatic, hybrid, or live chat only
  • Greeting Messages: Customize the first message
  • Handover Rules: When to transfer to live chat

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Advanced Configuration for Social Media Teams

  • Chatbot doesn’t respond to story replies
  • Chatbot doesn’t respond to story mentions
  • Better separation between chatbot and social media team

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Troubleshooting

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Common Issues

  • Check admin rights on the Facebook page
  • Make sure automatic responses are disabled
  • Renew Facebook login if necessary
  • Check internet connection
  • Clear browser cache and cookies
  • Try a different browser session
  • This is a Facebook requirement every 3 months
  • Use email reminders for timely renewal

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Support

For questions or issues:
  • Email: [email protected]
  • DialogShift support documentation
  • Live chat in the DialogShift app