Facebook Integration with SAP CRM Interaction Center: Private Message

[SimonGemkow]

Hello Experts,

we integrated Facebook with SAP CRM Interaction Center. We are able to answer public posts/comments and private messages.

But there seems to be a problem with our Facebook APP or Facebook API regarding private messages.

Scenario:

1. Facebook User sends private message to one of our company pages.
2. Message is delegated to the Interaction Center Inbox.
3. Interaction Center Agent replies with a private Message.
4. Private message is received by Facebook User.
5. Problem:

• If Facebook User uses Facebook Messenger on his mobile phone: everything is ok.
• If Facebook User uses Desktop PC/Laptop and is logged in the whole time: everything is ok.
• If Facebook User uses Desktop PC/Laptop, logs off and logs in again, the private message/answer from SAP CRM IC is replaced by following text: "This message was removed because the APP it's being sent from is blocked from sending messages". (see attachment)

I have to admit that we are no experts regarding Facebook APPs. We followed the documentation: Note 1832481. Currently the APP is in Development Status and we selected all permissions. we are using Page Access Token and it is working. Well, almost everything is working except the private message issue.

Questions:

Did anyone face the same problem and could share his/her experience?

Do we need to submit our Facebook APP to Facebook for review? (It should not be for public use)

Do we have to authenticate the APP? How?

Do we have to authenticate the developer of the APP? How?

Could you please help us?

Thanks,

Simon

[SimonGemkow · Accepted solution]

Hi again,

I solved the issue. I had to change the status of the APP from development mode to public.