SAP Knowledge Base Article - Public

2624096 - Private Messages From Facebook Not Visible In C4C


When a user sends a direct private message to the facebook page it doesn't arrive in the Cloud For Customer Solution.

Reproducing the Issue

You are not able to activate facebook private message


Facebook Direct Messaging needs to be activated in the system.

The element Facebook Direct Message Integration needs to be in scope.


  1. Open the Business Configuration work center.

  2. Select Implementation Project view.

  3. Click New to create a new project.

  4. Go to Review Questions step.

  5. Select All Elements in the drop-down list.

  6. Expand Service then Customer Care and open Service Request Management.

  7. Check the option Do you want to support direct messages for Facebook channels?

Click Next and then click Yes followed by Next. Finally click on Finish.

To confirm that the element Facebook Direct Message Integration is now in the scope please check:

  1. Navigate to Business Configuration work center and select Overview view.
  2. Enter facebook in the Find field and then click Go.

You should see here that the element is now in scope.


Facebook channel , KBA , facebook , message , LOD-CRM-SC-SM , Social Media , Problem


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions