[intro] Before you begin this guide, you need to ensure that you have opened both a Facebook Account and populated a Facebook Page to promote your EKM online shop. Facebook Messenger allows you to interact with your website visitors and answer any questions they may have, right within the Facebook Messenger app.[/intro]



There are a few steps to setting up Facebook Messenger on your shop but we’ve made it really easy using our setup wizard. Alternatively, you can manually set up your Facebook Messenger chat widget.

Installing the Feature

1. From the Dashboard, click Features on the left-hand menu:

2. Click the Feature Library tab:

3. Scroll down to the Customer Service features and click the View More button on the right-hand side:

4. Click the Facebook Messenger icon:

5. Click the green Install Feature button:

6. Click the Launch button:

Easy Setup

1. Using our setup wizard is the easiest way to set up the Facebook Messenger chat widget on your EKM online shop. To do this, click Get Started within the Facebook Messenger feature:

2. This will then take you through the steps required to add Facebook Messenger to your EKM online shop.

Manual Setup

1. Click Messenger Settings:

2. This will reveal the field for your Facebook Page ID. To locate it, you must do this using a desktop or laptop computer as these settings are not visible on the standard Facebook App. To do this, open another browser tab, log in to your Facebook Account and go to your Facebook Page. Click the About tab, then select Page Transparency on the left-hand side to see your Facebook Page ID:

3. The Facebook Page ID is unique to your Facebook Page. Copy this long number and then paste it into the field provided within the Facebook Messenger feature on your EKM online shop, before clicking Save:

4. You then need to return to the browser tab displaying your Facebook Page and click Settings:

5. Then you need to click New Pages Experience on the left-hand side:

6. Finally, click Advanced Messenging:

7. Look for the White-Listed Domains header. You need to add the domain name of your EKM online shop, starting with ‘https’. When you have added the domain name to the field, click the Save button:

8. You should now open an incognito/in-private browsing tab and visit your EKM online shop as a customer would see it. Your Facebook Messenger chat widget should now display so your customers can begin chatting with you.

[tips]To set up auto responses on Facebook Messenger, click here. You can also customise instant replies for your Facebook Page by clicking here. [/tips]

Common issues

There are a few instances where the chat widget may not appear to you or your customers:

Your shop domain isn’t whitelisted

For the chat widget to appear, you must ensure all of your shop’s domain names are whitelisted. If you whitelisted the domain name when you didn’t have SSL (http://www.example.com) you may need to add the SSL (https://www.example.com) version of your domain name. Follow the steps above or complete the wizard again to set up a new domain name.

You are viewing your shop in the Shop tab

The Facebook Messenger chat widget will not appear in your EKM Shop’s Shop tab (the edit view) and can only be viewed when you view your shop as a customer would.

You have a browser ad blocker extension

Some browser ad blocker extensions will cause the widget not to appear. You should whitelist your shop from the extension settings.

You are not logged into Facebook

The widget will occasionally not display when you are not logged in to Facebook.



[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community.  [/contact]