Configuring Facebook

Introduction

Facebook integration enables your agents to respond to your Facebook Page messages directly from 3CX without logging into Facebook Messenger. Messages can be delivered to a call queue, ring group, or single extension. Agents can take ownership of a message or transfer it to another agent or group.

A verified Facebook Business account is required.

The guide below follows the 2026 update to Meta's App creation flow, with streamlined permission options.

Step 1: Start Configuration on your 3CX PBX

  • Log into your 3CX Web Client and navigate to Admin → Voice & Chat and click + Add Messaging → Add Facebook.
  • Set the name to your preferred name.
  • If you are a System Owner or a System Admin, you can make the integration available system-wide or just for the group.

  • Copy the 3CX Webhook URL to a text editor and keep it available.

Step 2: Create a Facebook Application

  • Navigate to My Apps.
  • Click Create App.
  • Give your application a display name, enter a contact email, then click Next.
  • Select the option Business messaging.

  • Select the "Messenger from Meta" option, then click Next.
  • Choose the business portfolio you would like to have this app connected with; you can choose to add it later.
  • If Meta has other Publishing requirements that you must fulfill before proceeding, they will be listed now.
  • Click Next.

  • Before creating the App, make sure that the App name, the App contact email, and other details are correct; click Create app.
  • Verify your password if requested.

  • The next screen is the App Dashboard:
  • This will show a list of the tasks that need to be completed before publishing.
  • You must make sure all required tasks are completed..
  • In case you exit the Facebook Developers portal, you can return to this point via the "Use Cases" (pencil icon) menu item.
  • Select the Customise option:
  • Choose Messenger API Settings.

  • Expand Configure webhooks:
  • Enter the Webhook you saved in Step 1 into the Callback URL field.
  • Enter the long string after the final "/" (e.g. aabbccddeeff000000001122334455) at the end of the webhook in the Verify token field.

  • Scroll down and add the required Webhook fields using the latest API version available:
  • messages
  • message_deliveries
  • messaging_customer_information
  • message_reads
  • message_echoes
  • Click Verify and save.

  • Expand Generate access tokens:
  • Click Add a Page:
  • Go through the Authentication process and choose the Business page you wish to add.
  • Once the page is added, make a note of the Facebook Page ID.
  • Select the Add Webhook Subscriptions menu option, and add:

  • messages
  • message_deliveries
  • messaging_pre_checkouts
  • messaging_customer_information
  • message_reads
  • message_echoes
  • Click on Generate to get an API token and save it.
  • If you return to this page, you can hover over the Subscriptions to get the Edit option.
  • For now, do NOT proceed with Complete App Review.

Step 3: Continue Configuration in 3CX

  • Go to Users and create a temporary test user that will be used for the application review process in Step 4 below.
  • Paste your Page ID and Access token taken during Step 2.
  • Ensure the messaging routing is configured to your new temporary test user.

Step 4: Development Mode

Your application is now configured to work with 3CX and you can try to send a message to your Facebook page.

At this stage, your app is in Development mode, meaning you can only interact with:

  • users that have permission to manage your page
  • users that have been added as testers.

You can add more test users via App Dashboard > Roles > App roles > Add People.

While in Development mode, only the Facebook user's numeric ID will be visible in 3CX. Visibility of the Facebook user's full name requires switching to "Live" mode.

To switch to "Live" mode, you need to request additional permissions and perform an application review - details in the "Application Review" Step.

Step 5: Application Review

  • From the Meta App Dashboard, go to App Settings > Basic.

  • Fill in the required details:
  • Privacy policy URL
  • User data deletion URL (can be the same URL as Privacy policy)
  • Category (Choose Messaging or Business)
  • Upload an App icon
  • Depending on your region and business line, you may need to fill in the GDPR section below the core settings.
  • Choose + Add platform at the bottom of the page.
  • Enter your Website URL and click Next.

  • Enter your 3CX PBX URL, e.g. https://mypbx.3cx-example.com.
  • Click Save Changes.
  • From the side menu, click Use cases (pencil icon).
  • Click Customize and add the Business Asset User Profile access permission.
  • Click Messenger API Settings.
  • Click Customize use case.
  • From Permissions and features add Business Asset User Profile Access.

  • Click on the Request permission button:

  • Select the options pages_show_list & pages_manage_metadata; click the Request permission button. This will send you to the Submit for App Review page.
  • Open your 3CX PBX and login as (or impersonate) the test user; go to Chat in the web client.
  • Open your connected Facebook page using an account with testing rights for the app.
  • Set the two windows side by side, and begin a screen recording; this is necessary for Facebook review and verification.
  • Have a short messaging chat, and save the video.
  • Go back to the Facebook Submit for App Review page and click Next.

  • Complete all steps, filling all details, until you reach Reviewer instructions. You must have a Verified account to proceed further.

  • On the Reviewer instructions page:
  • Confirm your Site URL.
  • Fill the question boxes as follows:
  • (instructions-web-2) Provide instructions for accessing the app so we may complete our review.

This Facebook App is used to integrate a 3CX Phone System (https://3cx.com) with Facebook Messenger chats. Each 3CX customer has their own 3CX instance and therefore will need to create their own App to integrate a Facebook Page. pages_messaging is required to receive and send messages started by a Facebook Page visitor.

Step 1. Log in to the 3CX WebClient with the following credentials:

  • PBX Web client URL: https://example-pbx.3cx.com/

Step 2. Write and send a test message on the Facebook Page.

Step 3. Receive and reply to the message in your 3CX Web Client.

  • (accesscode-web-1) If payment or membership is required to access the full functionality of this app:
  • Extension: ________
  • Password: ________
  • (documents-web-1) Include supporting documentation:
  • Upload your previously recorded Video.
  • Click Next.
  • Once all sections are completed, you can submit for review.

The App can be published from the Publish button on the side menu. If you publish before approval, you may receive messages in general, but not the sender's name or other details.

Once your application is approved, you will receive messages from Facebook users showing the sender's name. Ensure you delete your temporary test user created for the app verification process, and update your messaging routing to your desired destination.

See Also

Last Updated

This document was last updated on 6 August 2026

https://www.3cx.com/docs/manual/facebook/