What is the first step to configure Facebook for customer requests in Omnichannel for Customer Service with the necessary licensing?

The first step to configure Facebook for customer requests in Omnichannel for Customer Service is to enable social messaging for your organization. This foundational action is essential as it sets up the infrastructure that allows your organization to interact with social media platforms like Facebook.

Enabling social messaging provides the necessary licensing and permissions required to integrate with Facebook and manage customer interactions effectively. Once social messaging is enabled, it unlocks capabilities within the Omnichannel framework to create work streams, define channels, and handle messages from social platforms.

Without enabling social messaging first, subsequent steps—such as creating a Facebook work stream or defining a Facebook channel—cannot be effectively executed, as the system wouldn't be prepared to handle the integration with Facebook. Ensuring the correct licensing and settings are established initially is vital for the seamless operation of customer requests through this channel.