Facebook's Handover Protocol API enables tools like Paloma to hand over control of conversations between Paloma and other platforms.

Handover Protocol is a great way to make sure:

1. Automated messages stay out of your support team's way, so they can focus on customers who need support
2. Customers who had been in automated conversations are able to request support, and those can be surfaced for the team to respond to

By default, Paloma is setup to support Handover Protocol for teams who use Facebook's Native Page Inbox.

If you are using a different support platform and would like to learn about setting it up with Handover Protocol, reach out to our team [email protected]

Setup your page's Handover Protocol

1. Navigate to your brand's Facebook Page > Settings
2. Select Advanced Messaging from the left hand navigation
3. Under the Handover Protocol section, next to Messenger Receiver select Configure
4. Next to Primary receiver set the dropdown menu to Paloma
5. Next to Secondary receiver set the dropdown menu to Page Inbox
6. If you are also connected to Instagram DMs, repeat steps 3–5 for Instagram Receiver

Once these steps are completed, you’ll see the following in the Facebook Page Inbox:

• Any messages that Paloma responds to will get placed in the Done filter
• Any messages that Paloma does not respond to will get placed in the main view for your team to respond to as they normally do – Paloma will not respond to any customers who are not marked Done