What is the Facebook Channel?

The Facebook integration allows a practice or organization to connect their business' Facebook Page to Rhinogram and enables messages coming from prospective patients to flow into Rhinogram. This is a benefit to the practice because, through Rhinogram, the practice can communicate with the patient about their care and even provide cursory examinations by requesting pictures from the page visitor. 


When someone visits your Facebook Business Page or sees a Facebook Ad you've posted and decides to click to Message you through Facebook Messenger, that patient's message along with their contact information will appear in Rhinogram in the Group that you've routed the Facebook Channel to.

 

How to I setup my Facebook Channel integration?

A member of your organizations with Administrative permissions will be able to setup your Facebook integration. This member will also need to be an Administrator for your Facebook Business Page. To set it up, navigate to Settings by clicking the gear icon in the lower left corner, and then click on Channels. You'll see a green button that says Add Channel, select it and then choose Facebook. You'll then begin setting up the new Facebook Channel.




When you click 'Connect to Facebook', a Facebook window will open up prompting you to either sign in to Facebook or select the account you'd like to use. Follow the prompts on the page. Once the Facebook window closes and Rhinogram is the only thing you see on the screen, then you'll be able to setup business hours for your channel and route the new channel it to the appropriate place. 

 

Can I add more than one Facebook Business Page to my Rhinogram account?

Yes, if an organization uses multiple Facebook pages they can connect them as separate channels within Rhinogram. This ensures that messages sent or received through Facebook Messenger for any of the connected pages will appear in their Rhinogram account and vice versa within Facebook.


  • Each page will be treated as an individual channel within Rhinogram, the same way that you can have multiple phone line channels and each can be routed to its own or different inbox destinations. 


Are Facebook’s Canned Responses supported in Rhinogram?

Rhinogram has the ability to receive messages that are initiated by the user utilizing the ‘canned message’ feature. If a Facebook user clicks on a 'canned message' to start the conversation with an organization, those messages will display in Rhinogram. 


  • In Facebook Messenger, a canned message will look something like this below (options vary by page and industry). Whichever message is chosen will come into Rhinogram and display in the thread:




My messages are appearing in the Facebook Admin Console, but not in Rhinogram, why?

Occasionally, messages sent to your Facebook page may not appear in Rhinogram. Typically the reason behind this is due to the sender having set their security settings in Facebook to disallow third parties from obtaining their personal information. If this setting is in place, then Rhinogram cannot obtain that users information and doesn't recognize that a message was sent to you. For this reason, you'll want to occasionally check Facebook to see if any such messages were received. You can easily redirect that person to text your practice so that you can have a conversation with them through Rhinogram. 

 

Can I delete my Facebook Channel?

Yes. A Member of your organization with Administrative permissions can delete a Facebook Channel by navigating to Settings then clicking Channels. Select the Facebook channel, click edit and scroll down to the bottom of the page. You'll see a trash can icon that you can use to delete the channel. If you delete a Facebook Channel, you will not see those messages the next time the patient messages your organization through another Facebook Channel or via text because they will be filtered out. To view them, simply navigate to your filter icon and add them to your filtered channels. 

 

What will happen to messages sent to my business page after I delete my Facebook Channel?

Those messages will no longer come into Rhinogram and you'll need to respond to the sender from within the Facebook Application.


Can I still reply to any messages within our Facebook Messenger?

Yes, if you reply to a Facebook message within Facebook instead of Rhinogram, the message will simply be logged in the patient's Rhinogram thread. Instead of the message stating a specific staff member replied, it will say the reply was from your practice's name with the initials of RS. RS stands for the Rhinogram System user. 


Is Message Translation available in my Facebook Channel?

Yes, view Message Translation for more information.