How to connect your Facebook Page

Connect your Facebook Page to EcomUp so Messenger chats and comments come into your EcomUp inbox, and the AI can reply to customers for you. You can also publish and schedule posts to the Page.

Before you start

You need to be an admin of the Facebook Page you want to connect. The Page must be published.
In EcomUp, your role must be allowed to manage connections. Owners and admins can do this by default. If the Connect button is greyed out, ask your account owner.
Each Facebook Page can be connected to only one EcomUp account at a time.

Steps

In the left menu, go to Engage → Connections.
Stay on the Available Platforms tab and find the Facebook card.
Click Connect. You will be sent to Facebook.
On the Available Platforms tab (1), find the Facebook card (2). Before you connect, the button (3) says Connect; once connected it says Manage, as shown here.
Log in to Facebook if asked, then choose the Page (or Pages) you want EcomUp to manage.
Review the permissions and click to allow access. EcomUp asks for access to your Pages, Page messages, posts, comments and insights.
Facebook sends you back to EcomUp. When you see Connected to Facebook!, click Continue to Dashboard.
The success screen shows Connected to Facebook! (1) and how many Pages were synced. Click Continue to Dashboard (2).
Back on Connections, the Facebook card now shows Connected. Click Manage to open the Facebook page.
For each Page in the list, use the AI replies switch to turn the AI On or Off.
Each connected Page (1) has its own AI replies switch (2).

Tips

To add more Pages later, open the Facebook manage page and click Add page (or Add another page under the list). Pick all the Pages you want in the Facebook window, including the ones already connected.
New messages and comments arrive in Messenger in real time. You do not need to refresh.
Your 5 most recent Page posts are imported automatically after you connect, so you can see their comments in EcomUp.
Turning the AI Off for a Page does not stop messages. They still arrive in Messenger and wait for you to reply.
Facebook access lasts about 60 days, and EcomUp renews it automatically. If renewal ever fails, you will be asked to reconnect. See Reconnect an expired connection.

Troubleshooting

“… is already connected to another organization. Disconnect it there first — each Facebook page can only be connected to one organization.”

That Page is already linked to a different EcomUp account. Log in to that account, open Facebook, and click Disconnect on the Page. Then try again here. If you picked several Pages and only some of them are taken, the others still connect, and the success message lists the ones that were skipped.

“Invalid or expired state token”

The Facebook window was open for too long, or you started the connection in another tab. Go back to Connections and click Connect again, and finish the Facebook steps without a long pause.

“Connection Failed”

You may have cancelled on Facebook or not allowed every permission. Click Try Again and accept all requested permissions. EcomUp needs them to read and reply to messages.

My Page is missing from the list

You probably did not select it in the Facebook window, or you are not an admin of it. Click Add page and make sure the Page is ticked.

The “Connect” button is greyed out

Your team role does not allow you to manage connections. Ask the account owner to connect the Page or to change your role.