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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 Start submission in the Status & Review section.
 
 
You will see a popup form like in the following picture. Select 3 items: manage_pages, publish_pages and read_page_mailboxes (publish_actions is NOT necessary anymore). These are the permissions required by LiveAgent to fetch from and post to your pages and reply to personal messages of your pages. Then click "Add 3 Items" in lower right hand corner.
 
 
You will also have to write a short how-to in the "Facebook Login Integration" field for the facebook reviewer. You can type something like this: 
There are 2 types of login to LiveAgent application:
1. customer login: customer can use Login with Facebook to log in and see their tickets
2. admin / agent login: AGENT can post statuses to page and  reply to posts and messages to Facebook page. ADMIN 
can manage Facebook connection and connected pages.
 
Before the Login with Facebook is enabled, an ADMIN must to connect LiveAgent with Facebook application by entering App ID and App secret. This is done only once in the LiveAgent configuration section.
1. go to <yoursubdomain.ladesk.com/agent> and login with username 'magician@abracada.bra' and password 'blackmagic'
2. click Configuration in left column and then Facebook. There are 2 items in this menu, the Application Setup is where you set App ID and App secret and then go to Pages.
3. in the Pages screen click Connect with facebook
4. in the Page which you want to fetch into LiveAgent, make sure the checkbox 'Status' in the page edit form is checked
 
Facebook Login is then used only for CUSTOMER at <yoursubdomain.ladesk.com>
1. click Login in the right column at the top
2. click Login using Facebook blue button in the right center of the page
* please be sure that you've added a real access credentials there, replace those fake from the sample :)

This is the video which you MAY or MAY NOT need for the review as well. URL to video -> https://www.youtube.com/watch?v=8DPgGySI3d0
 
Note: Video (VIDEO_FB_LA_connect.mp4) is also attached in the end of article.

 

 
You also need to click the Add notes green button and write notes for every permission required by the application and describe why LiveAgent needs it and how it uses the permission. We have prepared the text for you so you can just copy and paste it in the appropriate field.
 
Notes for publish_pages top options: select option Lets people publish content or respond to posts and comments as a Page.

This is the video which is needed for the review as well. URL to video -> 

https://www.youtube.com/watch?v=WV6Q0fHe3iw
Note: Video is also attached in the end of article.

Next: You'll see question like what platforms does your app use publish_pages on? Switch ON > Web

 

 
And add into "instructions" field for publish_pages bottom text: 
There are 2 types of login to LiveAgent application:
1. customer login: customer can use Login with Facebook to log in and see their tickets
2. admin / agent login: AGENT can post statuses to page and  reply to posts and messages to Facebook page. ADMIN 
can manage Facebook connection and connected pages.
 
Only AGENT or ADMIN can post anything to Facebook. This is done at <yoursubdomain.ladesk.com/agent> (login with username 'magician@abracada.bra' and password 'blackmagic')
1. click "New" tab in the top section 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)
3. write whatever you want to share
4. click Send
the screen where you compose the post and also what it looks like on Facebook Page is in the attached screenshots.
* please be sure that you've added a real access credentials there, replace those fake from the sample :)
 
Notes for read_page_mailboxes top options: select option Lets people manage the mailboxes of their Pages through the app
 
This is the video which is needed for the review as well. URL to video -> 
https://www.youtube.com/watch?v=5N1St3qoJJE​
Note: Video is also attached in the end of article.

Next: You'll see question like what platforms does your app use read_page_mailboxes on? Switch ON > Web

 
 
And add into "instructions" field for read_page_mailboxes bottom text:
There are 2 types of login to LiveAgent application:
1. customer login: customer can use Login with Facebook to log in and see their tickets
2. admin / agent login: AGENT can post statuses to page and  reply to posts and messages to Facebook page. ADMIN 
can manage Facebook connection and connected pages.
 
The LiveAgent application uses periodic cron task to fetch page wall posts and messages. After somebody writes message to Facebook page, it should appear in LiveAgent AGENT interface as a new ticket within a few minutes.
1. somebody sends message to Facebook page
2. LiveAgent cron fetches the message and creates a ticket in AGENT interface from it
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
the screen where you reply to message and also what the reply looks like on Facebook Page is in the attached screenshots. 
 
 
Notes for manage_pages top options: select option Lets people publish content or respond to posts and comments as a Page.
Notes for manage_pages bottom field: "manage_pages is needed together with publish_actions allows you to read from and post to your pages"
 
This is the video which is needed for the review as well. URL to video ->
 https://www.youtube.com/watch?v=8DPgGySI3d0

The same is with the what platforms does your app use manage_pages on? Turn on WEB function

 

Text into instruction field could be just in short:
Only AGENT or ADMIN can manage Facebook pages. Access through  <yoursubdomain.ladesk.com/agent> (login with username 'magician@abracada.bra' and password 'blackmagic') ... That is done through Configuration > Facebook > Facebook pages

* please be sure that you've added a real access credentials there, replace those fake from the sample :)

Next step > add some screenshots of how LiveAgent uses the Facebook application. You can use the images attached at the end of this article.
 
 
Before you can proceed to the submission of the Facebook app for review, LiveAgent must make at least one call to Facebook API. That means that LiveAgent to Facebook connection must be set up according to the article How to setup Facebook application  and then we can finish the submission for review.
 
Click the blue button "Submit for review"
 
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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