Before you can submit a Facebook application for review, you must create the Facebook application and connect LiveAgent with Facebook. The process is described in this guide.
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LiveAgent needs special permissions with advanced access to fetch and create wall posts and to fetch and reply to private messages and comments. Only standard access to these permissions is given to every application by default, therefore you will need to request advanced access and submit your application for approval by the Facebook team first.
If you are an administrator of the Facebook App standard access to the following permissions is enough. This guide applies only if you need to allow other LiveAgent administrators who are not also set as administrators of your Facebook app connecting your Facebook app.
Request advanced access
In your Facebook developer panel navigate to the "App Review > Permissions and Features", search for and request advanced access for the following 8 necessary permissions required by LiveAgent:
- Business Asset User Profile Access
- pages_manage_engagement
- pages_manage_metadata
- pages_manage_posts
- pages_messaging
- pages_read_engagement
- pages_read_user_content
- pages_show_list
There are also 3 additional permissions that are not mandatory, but are related and might be helpful:
- Human Agent (provides the ability to reply to Facebook messages from LiveAgent within 7 days, the standard limit is 24 hours)
- instagram_basic (allows your app to read an Instagram account profile's info and media)
- instagram_manage_comments (provides the ability to fetch and reply to comments and mentions from your Instagram account connected to your Facebook account)
Note that all these advanced access permissions might require a Business Verification, without verifying your business your application review will be most likely declined. Individual verification might not be enough.
Send a request for review
After requesting advanced access for all needed permissions, navigate to the "App Review > Requests" section in the menu, and edit your pending request.
You must complete all steps and fill in the details for each of the requested permissions before you can submit them for review. Once all the checkmarks representing the review requirements are blue, the button "Submit for Review" at the bottom of the page will become active and you will be able to submit the app for review.
We've prepared for you example instructions for every app review section, you can find them all below later in this guide.
Example instructions for every app review section
Don't forget to replace dummy credentials "- url: https://support.mycompany.com/agent - username: support@mycompany.com - password: LiveAgent007" with your real self-hosted LiveAgent admin/owner account credentials at the end of examples.
Into the text area you can insert the following text:
The LiveAgent application can connect with Facebook pages to fetch page posts, comments and messages.
After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Click on the "Send message" button and write any message to your Facebook page.
12. Go back to LiveAgent's "Tickets" screen and your message will appear here in the form of a ticket.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Into the text area you can insert the following text:
After connecting the Facebook page, we pull posts with their comments. This feature is needed to get the field from which we use the ids_for_business, picture and name. We need this permission to be able to react to and reply to comments posted by other pages or users under our posts.
The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Find any post on your page and try to write a comment.
12. Go back to LiveAgent's "Tickets" screen and you can now see your comment in the form of a ticket.
13. Open the ticket with your message, press "Like", and hit the "Reply" button to respond to the fetched comment.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_share-post-sub.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission to create, edit and delete comments posted by the page, users, or other page.
The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Find any post on your page and try to write a comment.
12. Go back to LiveAgent's "Tickets" screen and you can now see your comment in the form of a ticket.
13. Open the ticket with your message and hit the "Reply" button to respond to the fetched comment.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_share-post-sub.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission to read information about accounts and also to subscribe and receive webhooks about activity on the Page.
The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_connect.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission to create, edit and delete content posted on the page (posts, videos, photos.)
Users that are logged in can post statuses to pages via the LiveAgent application. Only users that are logged in can post anything to Facebook.
1. Click the "New" tab in the top section of application screen.
2. Select Compose Facebook post.
3. Select which page you want to post on (shown only if there are more pages.)
4. Write whatever you want to share with your audience.
5. Click Send.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_share-post-sub.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the detailed description (1st.) text area you can insert the following text:
LiveAgent application reads from messages of connected Facebook pages and allows human agents to respond to customer messages.
Into the test and reproduce (2nd.) text area you can insert the following text:
LiveAgent application is not a chatbot, it is a tool for human operators to simplify communication with customers over multiple channels in one application. The LiveAgent application can connect with Facebook pages to fetch page posts, comments and messages. Webhooks are used to fetch page messages. After somebody writes a post, comment or message to Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Click on the "Send message" button and write any message to your Facebook page.
12. Go back to LiveAgent's "Tickets" menu item and your message will appear here in the form of a ticket.
13. Open the ticket with your message and click the "reply" link at the bottom to respond to your message.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_fetching_messages.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission because it is required by pages_manage_posts permission. We need it to create, edit and delete content posted on the page.
Users that are logged in can post statuses to their connected page via the LiveAgent application. Only users that are logged in can post anything to Facebook.
1. Click the "+" icon in the top right corner of the application screen.
2. Select Compose Facebook post.
3. Select which page you want to post on from the listbox (shown only if there are more pages.)
4. Write whatever you want to share with your audience.
5. Click Send.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_share-post-sub.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission together with pages_manage_posts and also with pages_manage_engagement permission to delete posts and comments posted by other Pages or users.
The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Find any post on your page and try to write a comment.
12. Go back to LiveAgent's "Tickets" screen and you can now see your comment in the form of a ticket.
13. Mark this ticket as selected and then delete it by pressing the "Delete" button.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_share-post-sub.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Into the text area you can insert the following text:
We need this permission to read and display list of Pages a person manages to connect chosen one into LiveAgent application. The list of Pages should be displayed after a click on the connect button in the LiveAgent application.
The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_connect.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
Non-mandatory permissions
Into the text area you can insert the following text:
LiveAgent application is not a chatbot, it is a tool for human operators to simplify communication with customers over multiple channels in one application. The LiveAgent application can connect with Facebook pages to fetch page posts, comments, and messages. Webhooks are used to fetch page messages. After somebody writes a post, comment, or message to a Facebook page, it should appear in the LiveAgent application as a new ticket within a few seconds. We need this permission to be able to reply to our messages within 7 days as the standard 24 hours limit is not enough. Only users that are logged in can connect Facebook pages with LiveAgent.
1. Inside LiveAgent, click "Configuration" on the left-hand side menu on the main application screen.
2. From the "Configuration" screen click "Facebook" and "Application setup" under "Facebook."
3. In this section you need to connect a Facebook app created in developers.facebook.com/apps, with the following permissions with advanced access - pages_read_user_content, pages_manage_metadata, pages_manage_posts, pages_manage_engagement, pages_read_engagement, pages_messaging, pages_show_list, Business Asset User Profile Access.
4. Then on the "Facebook pages" screen you can connect your Facebook page via the "Connect" button.
5. A login dialog to Facebook will open in a new window.
6. Fill in the login credentials and then click "Log in."
7. Next, a list with available Facebook pages will open.
8. Select the Facebook page you want to connect and connect it with LiveAgent by clicking the "Connect" button.
9. Now the Facebook page should be connected with LiveAgent.
10. Head over to your Facebook page on Facebook.com
11. Click on the "Send message" button and write any message to your Facebook page.
12. Go back to LiveAgent's "Tickets" menu item and your message will appear here in the form of a ticket.
13. Open the ticket with your message and click the "reply" link at the bottom to respond to your message.
You can test it here:
- url: https://support.mycompany.com/agent
- username: support@mycompany.com
- password: LiveAgent007
Record your own video similar to the file VIDEO_FB_LA_fetching_messages.mp4 which you can find at the end of this guide and insert it into the file area. Facebook reviewers do not accept just our general videos.
That's it. Now just wait until Facebook approves your application and you will be able to fetch Facebook wall posts, messages, and comments as tickets and answer them directly from each ticket. It can take several days to get a response from Facebook. You can check your pending request in the Facebook developer panel in the "App Review > Requests" section.
The attached videos are also available on YouTube at these links:
The last one is also a preview of how you will be able to respond to messages, comments, and posts on your connected Facebook page.
Unfortunately, the Facebook review team stopped accepting our generic videos, and you are required to record your own screencast video and submit it with your application review. Facebook published a guide for recording the screencast, so for a successful app review, it is advisable to follow their recommendations.
If you are struggling to pass the review, we recommend you to look into the option of migrating your LiveAgent installation to our cloud and leaving the hassle of Facebook application review to us. Don't hesitate to contact our sales team by email or online chat for a customized offer.