Set up the Virtual Agent integration with Facebook Messenger (Legacy)

Configure the Virtual Agent integration for Facebook Messenger and associate the app with your instance.

Before you begin

You should already have the following:

• Facebook page (see https://www.facebook.com/pages/creation/ for more information)
• Facebook developer account (see https://developers.facebook.com/ for more information)
• Facebook app (see https://developers.facebook.com/quickstarts for more information, make note of the app secret that is generated)

Roles required:

• virtual_agent_admin and external_app_install_admin or admin
• Administrator for third-party applications

Procedure

1. In Facebook developer, navigate to Messenger > Settings.

   1. Locate the Token Generation section.

   2. From the page list, select the Facebook page you created and make note of the Page Access Token that is generated.

   3. Locate the Webhooks section and click Setup Webhooks.

   4. On the New Page Subscription pop-up window that displays, enter these fields:

      Field	Value
      Callback URL	Your ServiceNow instance URL followed by /api/now/v1/cs/adapter/messenger/message
      Verify Token	nowbot
      Subscription Fields	Select messages and messaging_postbacks

   5. Click Verify and Save.

2. In your ServiceNow instance, enter hash_message_verification.list in the Filter navigator.

   1. In the Hash Message Verifications form, click New to create a new record.

   2. Enter these fields:

      Field	Value
      Name	Name that helps to identify this record. This field may default to sample-fb-messenger-inbound-app-token but this default can be changed.
      Description	Description for the record
      Secret	App secret of your Facebook Messenger app (the secret was generated when you created the app)

   3. Click Submit.

3. In your ServiceNow instance, enter token_verification.list in the Filter navigator.

   1. In the Token Verifications form, click New to create a new record.

   2. Enter these fields:

      Field	Value
      Name	Name that helps to identify this record. This field may default to sample-fb-messenger-outbound-app-token but this default can be changed.
      Description	Description for the record
      Token	Page access token of your Facebook Messenger app (from step 1b of this procedure)

   3. Click Submit.

4. In your ServiceNow instance, enter message_auth.list in the Filter navigator.

   1. In the Message Auth page, click New to create a new record.

   2. Enter these fields:

      Field	Value
      Name	Name that helps to identify this record. This field may default to sample-fb-messenger-app but this default can be changed.
      Provider	Name of the provider
      Inbound message verification	Name specified on the Hash Message Verifications form (this token verifies if the request is actually from the provider)
      Outbound message creation	Name specified on the Token Verification form (this token interacts with the provider on behalf of the user)

   3. Click Submit.

5. In your ServiceNow instance, enter sys_cs_adapter_configuration_page_messenger.list in the Filter navigator.

   1. In the Facebook Messenger Adapter Configuration Page, click New to create a new record.

   2. Enter these fields:

      Field	Value
      App Type	Defaults to Facebook Messenger and cannot be changed
      Messenger Page ID	Your page ID (the page ID can be found in the URL of the Facebook page)
      Name	Name that helps to identify this record. This field may default to sample-fb-messenger-app but this default can be changed.
      Provider Auth	Name specified on the Message Auth page

6. Click Submit.

7. Configure whether users should be prompted to link their profile to their ServiceNow profile.

   1. In the Navigation filter, enter sys_properties.list.

   2. Navigate to and click va.messenger.account.auth.

   3. In the Value field, enter true or false.

4.  Click **Update**.

Parent Topic:Legacy setup and configuration