This article explains how to connect Crescendo Lab's products with Facebook Manager, how to reauthorize, and how to disconnect the channel.
To learn how to use the Facebook channel in CAAC, please refer to this article: Tutorial | Facebook Channel in CAAC
# Feature Overview
The Admin Center provides Crescendo Lab users with a unified interface to integrate and manage multiple social channels (such as Facebook, Instagram, WhatsApp, and Webchat). It enables seamless operations, including connecting, disconnecting, and reauthenticating channels, helping brands move toward omnichannel engagement.
- 📋 Centralized Management: Manage all supported channels from the Admin Center.
- 🌍 Omnichannel Support: Supports integration and maintenance of FB, IG, WhatsApp, and Webchat (excluding LINE).
# Step-by-Step Guide
Scenario 1 - Connect a Facebook Page
Step 1: Enable 2FA (Two-Factor Authentication)
- Go to your personal Facebook page, then navigate to “Settings & Privacy” → click “Privacy Center”
- Search for and click on “Two-Factor Authentication.”
- Enable Two-Factor Authentication — at minimum, please activate 2FA for your personal Facebook account.
- After setting up your personal account, go to the Meta Business Manager, navigate to Settings → Security Center, and turn on Two-Factor Authentication for **Everyone**.
Step 2: Go to the Channel Settings via CAAC (or navigate to Admin Center - Channel Settings)
Step 3: Click the “Add Channel” button and select Facebook
Step 4: Follow the instructions to complete the Meta Authorization
- Log in with the FB account that has permission to manage the desired Facebook Page
- Select the Business Asset Group that owns the Page
- Select all Pages you wish to connect to CAAC
Step 5: Once successfully connected, the channel will appear in the list and show the status
⚠️ If the connection fails, refer to the troubleshooting steps: FAQ｜Why did the Facebook connection fail?
Step 6: To ensure message sending and receiving, set CAAC as the primary receiver in your Facebook Page settings
- Go to your Facebook Page settings. You’ll see how to set CAAC as the primary receiver under “Advanced Messaging” and “Messenger Conversation Routing.”
- In “Advanced Messaging”, make sure CAAC appears in the Connected Apps list
- Click “Configure.”
- Select CAAC as the Primary Receiver for the Handover Protocol
- Return to the main Page settings and go to “Messenger Conversation Routing” → click “Configure”
- Select CAAC as the default assigned app
Scenario 2 - Disconnect a Channel
Step 1: On the channel page, find the item you want to disconnect and click the "Edit" icon
Step 2: Click "Disconnect."
Step 3: The screen will show that the channel has been successfully disconnected
⚠️ To protect data integrity, channels cannot be deleted from the CAAC interface. They will appear as "Disconnected." After disconnection, users will no longer be able to receive or reply to messages via that channel (previous conversations and contacts will remain in the system)
Scenario 3 - Refresh Token
Step 1: Find the channel with an expired token and click the "Edit" icon
Step 2: Click "Reauthorize."
Step 3: Complete the Meta authorization steps
- Log in with the FB account that has permission to manage the desired Facebook Page
- Select the Business Asset Group that owns the Page. If unsure, refer to:
- Select all Pages you wish to reauthorize in CAAC
Step 4: Confirm the token has been successfully refreshed
⚠️ If an error occurs, refer to the troubleshooting steps: FAQ｜Why did the Facebook connection fail?
# FAQs
Q: Who can manage channel settings?
A: For CAAC users, only those with "Owner" or "Primary Admin" permissions can manage channels. MAAC users have no permission restrictions.
Q: Why can’t I connect my Facebook Page or update the token?
A: Please refer to this article for basic troubleshooting steps.