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How to submit Facebook application for review

NOTE: Before you can submit Facebook application for review, you must create the Facebook application and connect LiveAgent with Facebook - the process is described in another article How to setup Facebook application.
By default all Facebook apps are granted permissions: emailpublic_profile and user_friends. LiveAgent needs some special permissions to read and post to pages and page private messages and therefore you will need to request these permissions and submit your application for approval.
 
Start the app submission process by clicking Current submission in the App Review section and confirming the first "Before you start app review" dialog by clicking Done.
 
 
In section App Review > Permissions and Features select 3 permissions required by LiveAgent: read_page_mailboxes, publish_pages and manage_pages. These are the permissions required by LiveAgent to fetch from and post to your pages and reply to personal messages of your pages.
 
 
Next click Continue next to any of the selected permissions and you will be taken to section App Review > Current Request. You need to fill details for each of the requested permissions by clicking on the arrow in green rectangle in screenshot below. Once all the check marks in the red rectangles are blue, the button Submit for Review at the bottom of page will become active and you will be able to submit the app for review.
 

First is the manage_pages permission

In Tell us how you're using the permission or feature textbox (marked 1) enter:
Application LiveAgent integrates multiple communication channels like email, web page contact forms and chat. Also facebook posts/comments as one of communication channels.
LiveAgent allows user of type AGENT or ADMIN to publish post to Facebook page in the name of page, and therefore it needs the permission publish_pages and manage_pages. manage_pages is not used by itself, it is only required by publish_pages.

and in the Web textbox (marked 2):

Only AGENT or ADMIN of LiveAgent application can publish anything to Facebook page. This is done at <your.domain.com/agent> (login with 'magician@abraca.dabra' and password 'blackmagic')
1. click "New" tab in the top of application screen
2. select Compose Facebook post
3. select from listbox to which page you want to post (shown only if there are more pages connected)
4. write whatever you want to publish
5. click Send
6. your text will be published as new post on page

the screen where you compose the post and also what it looks like on Facebook Page is in the attached screencast VIDEO_FB_LA_share-post.mp4

 

Next is the publish_pages permission

In Tell us how you're using the permission or feature textbox (marked 3) enter:
Application LiveAgent integrates multiple communication channels like email, web page contact forms and chat. Also facebook posts/comments as one of communication channels.
LiveAgent allows user of type AGENT or ADMIN to publish post to Facebook page in the name of page, and therefore it needs the permission publish_pages.

and in the Web textbox (marked 4):

Only AGENT or ADMIN of LiveAgent application can publish anything to Facebook page. This is done at <your.domain.com/agent> (login with 'magician@abraca.dabra' and password 'blackmagic')

1. click "New" tab in the top of application screen
2. select Compose Facebook post
3. select from listbox to which page you want to post (shown only if there are more pages connected)
4. write whatever you want to publish
5. click Send
6. your text will be published as new post on page 

the screen where you compose the post and also what it looks like on Facebook Page is in the attached screencast VIDEO_FB_LA_share-post.mp4

 

And finally the read_page_mailboxes permission

In Tell us how you're using the permission or feature textbox (marked 5) enter:
Application LiveAgent integrates multiple communication channels like email, web page contact forms and chat. Also facebook messages as one of communication channels.
LiveAgent allows user of type AGENT or ADMIN to reply in the name of the page to Facebook messages sent to page, and therefore it needs the permission read_page_mailboxes.

and in the Web textbox (marked 6):

The LiveAgent application receives webhooks from Facebook and then reads page wall posts and messages. After somebody writes message to Facebook page, it should appear in LiveAgent AGENT/ADMIN interface as a new ticket within a few seconds.

1. somebody sends message to Facebook page
2. LiveAgent receives webhook, reads the message from Facebook API and creates a ticket in AGENT interface
3. AGENT logged in to LiveAgent can reply to ticket in LiveAgent application and the reply will be posted to the Facebook private messages communication.

LiveAgent can't start new communication, it can only reply to a communication started by another Facebook user, therefore to test this feature you need to send a message to a Facebook page connected to LiveAgent application.
1. to reply to the private message using LiveAgent application, go to <your.domain.com/agent> and login with 'magician@abraca.dabra' and password 'blackmagic'
2. in Tickets section find ticket created from the Facebook message and open it
3. At the bottom click into textbox to start replying to the message
4. type the text of your reply
4. click Send

the screen where you reply to message and also what the reply looks like on Facebook Page is in the attached screencast VIDEO_FB_LA_fetching-messages.mp4

Don't forget to attach the screencast video files to each permission dialog. You can download the video files at the end of this article. They are also available on youtube at https://www.youtube.com/watch?v=8DPgGySI3d0 and https://www.youtube.com/watch?v=5N1St3qoJJE​ 

 

App verification details section

In Testing credentials textbox (marked 7) enter:
There are 2 types of login to LiveAgent application:
1. CUSTOMER login: customer can use Login with Facebook to log in to customer portal at https://<your.domain.com>/login/
2. AGENT / ADMIN login: AGENT can publish posts to page and reply to comments and messages. ADMIN can also manage Facebook connection and connected pages. The interface for AGENT / ADMIN is at https://<your.domain.com>/agent/
 
Before the Login with Facebook is enabled, an ADMIN must connect LiveAgent with Facebook application by entering App ID and App secret. This is done only once in the LiveAgent configuration section.
1. log in to the AGENT / ADMIN interface with username 'magician@abraca.dabra' and password 'blackmagic'
2. click Configuration in left side menu and then Facebook. There are 2 items in this menu, the Application Setup is where you set App ID and App secret and Pages is where you connect and configure Facebook pages.
3. in the Pages screen click Connect with facebook, in a Facebook dialog you will be asked to select which of all your pages you want to connect with LiveAgent, and to confirm the permissions
4. In a LiveAgent dialog you will be again asked which pages you want to connect with LiveAgent, click Connect and page set up is finished
 
After you've filled all the textboxes, the blue button "Submit for review" should be active and you should be able to submit the app. If the button is not active, check if you've satisfied all the conditions.
 
 
Note: Due to a security reasons you could be requested to confirm your submission for review by phone (you receive a text message with confirmation code) or by adding a credit card, and after that your application is submitted for review. But this step is appearing rarely.
 
 
That's it. Now just wait until Facebook approves your application and you will be able to fetch Facebook comments as tickets, and to answer them directly from each ticket (It should take less than 5 days to get results).

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