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: email, public_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 4 items: manage_pages, publish_pages, publish_actions and read_page_mailboxes. 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 4 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

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_actions and publish_pages top field: "LiveAgent application posts to connected facebook page"

Notes for publish_actions and publish_pages bottom field:

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.

Notes for read_page_mailboxes top field: "LiveAgent application reads from wall and messages of connected facebook page"

Notes for read_page_mailboxes bottom field:

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 field: "LiveAgent application reads from wall and messages of connected facebook 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"

Now 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" in the lower right hand corner of the page and you will have 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.

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.

How to submit Facebook application for review

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