Decide what the integration does
Order updates, appointment reminders and customer support need different information and response paths. List the events that trigger a message, who should receive it and what staff do when the customer replies. Avoid treating a messaging connection as a complete customer-service system.
Follow a message into a staff-owned ticket
A customer asks to move a booking while the support desk is closed. In this planning example, the integration records the request and assigns it to the next shift; it does not promise that the new slot is reserved. Platform messaging rules must be checked separately against the current official documentation.
| Event | Required handling |
|---|---|
| Inbound message received twice | Use the provider message ID to avoid duplicate tickets |
| Customer shares a booking reference | Verify identity before exposing or changing booking details |
| Staff replies from the shared inbox | Record owner, delivery status and whether further action is waiting |
Confirm account and platform requirements
Review the current Meta setup requirements, phone-number arrangement, permissions and messaging policies for the intended use. Template approval and provider charges can affect the scope. Keep the business in control of the account and confirm which platform or shared inbox staff will use.
Handle delivery and replies
A sent request does not by itself prove a customer received the message. The integration needs to process status updates, incoming replies and failures, while avoiding duplicate notifications. Meta’s official examples cover Cloud API messaging and webhook handling; use current platform documentation when implementing the connection.
Before you proceed
- Confirm account ownership and the staff inbox.
- Check current policies, templates and usage charges.
- Test replies, failed delivery and duplicate events.
