Inbound

Overview

The Facebook Messenger Incoming Message Trigger is an input node (inbound trigger) based on social conversation events. Its main function is to monitor business pages and instantly trigger an automation flow or chatbot when a user sends a new private message (DM) via Facebook Messenger.

Service Retention Rule: Just like on the WhatsApp channel, the trigger has built-in state management intelligence. It will only start automation if the contact does not have a human agent conversation or an open ticket in the system. If the conversation is already assigned to an agent, the messages sent by the user will be routed directly to the attendant's chat screen, ignoring this trigger to avoid interfering with the human conversation.

Configuration Parameters

The trigger configuration links the automation to the company's official business page using the following criterion:

• Channel: Dropdown used to select which Facebook Page (Fan Page) integrated into the platform will be monitored by this specific flow. It lists all connected pages that have permission to receive messages via the Messenger API.

Visual Builder

The graphical interface is designed for quick and secure coupling, isolating the starting point of the journey:

• Toggle Key (Fixed/Expression): Allows changing the behavior of filling Fixed (selecting a static page listed in the dropdown) to Expression (inserting variables for advanced logical mapping).

• Inputless Start Node: In the graphical flow editor, this component is positioned at the far left start of the screen. It has no input connectors, as its execution is triggered exclusively by an external stimulus (the message sent by the customer on the page).

Special Operators

The logical properties of this component manage the capture of social identities and the control of conversation windows:

• Social Profile Payload Injection: As soon as the user sends the message, the trigger engine captures the public data authorized by the Meta API, such as the First Name, Last Name and Messenger User ID (PSID), making these variables immediately available for personalizing the next blocks.

• Standard Response Window (24-hour rule): The component activation records the user's entry timestamp. The system uses this marker to control Meta's stipulated standard 24-hour window, ensuring that subsequent automated responses in the flow are sent within the eligible free-form messaging timeframe.

Practical Examples

The table below shows trigger behavior scenarios according to the current status of the interaction on the platform:

Selected Page (Channel)	User Status in the Dashboard	User Action in Messenger	Trigger Behavior
Fictional Corporate Page	No open tickets.	Sent "I would like to know the prices."	Triggers the flow: The trigger captures the contact and starts the self-service chatbot menu.
Fictional Support Page	In service with agent Ana.	Sent "Can you help me?".	Ignores the trigger: The message goes straight to Ana's screen; the automation does not interfere with the conversation.
Fictional Corporate Page	Waiting in the General Waiting Queue.	Sent a character or emoji.	Ignores the trigger: The contact remains in the human dashboard's waiting queue, maintaining arrival priority.