How to Apply Thread Handover Control in Facebook Messenger with Meta Business Suite

Chatbot Facebook Messenger Pass Thread Control

Introduction​

The Facebook Messenger supports a feature called Handover Protocol Conversation Control, which allow you to pass the control over a thread to another app.

The most common use case is to handover the current conversation to the Inbox system inside the Meta Business Suite. As a result, your agent can handle this thread in the inbox.


Expected Outcome​

End user can request and trigger the Thread Handover.

The agent is notified in the Meta Inbox, and be able to reply in live chat.

Eventually, the agent can select "Move to Done" to end the thread.

NOTE

The chatbot will be disabled once the thread is passed. The agent must move the thread to "Done" in order to re-activate the chatbot.



Apply the Pass Thread Control​

Create a General Node​

  1. First, create a new node in your chatbot for passing the thread control.

Create a Response​

  1. In the new node, create a response to indicate the handover.

Create "Pass Thread Control" action​

  1. Add an Post-action, then select "Facebook Pass Thread Control".
NOTE

The chatbot will be disabled once the thread is passed. If the action is executed before the response as a pre-action, the response will not be delivered.


  1. Select the corresponding Facebook page and input the Target Facebook App ID"
NOTE

Please enter one of the following Target Facebook App ID:

  • Facebook Page Inbox: 263902037430900
  • Instagram Inbox: 1217981644879628

Create Global node and Trigger​

  1. Create a global node for trigger the pass thread control.
  1. In this example, let's apply a keyword trigger.
  1. Toggle on "Redirect" and point to the "Pass Thread Control" node.
  1. Finally, add the chatbot to your Facebook channel and start testing.
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