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Connect Facebook Messenger and Instagram

Turn Messenger chats, Instagram DMs and comments on your page into tickets.

1 min read Beta

Available on Starter, Growth, Pro, Enterprise. Compare plans

This feature is still being built. Some steps or screens may change.

One Facebook page channel brings in:

  • private messages to your page in Messenger;
  • direct messages to the Instagram account linked to the page;
  • comments on your page’s posts, and Instagram comments.

A one-click “Continue with Facebook” connect is being built. Today you connect a page by entering its details.

Before you start

From your Meta developer app you need the page id, a page access token, the app secret and a verify token (any random text you choose). See Meta’s Messenger Platform docs.

Add the channel

  1. Open Admin Center, Channels, Messaging and choose Add channel.
  2. Pick Facebook page (Messenger, Instagram DMs, posts and comments).
  3. Enter a Name and, as Account id, the page id.
  4. Fill in the Credentials and save.
  5. In your Meta app’s webhook settings, set the callback URL to the channel’s Webhook URL and the verify token to yours. Subscribe to messages and to the page feed (for comments).

Reply windows

  • Messenger and Instagram DMs: standard replies are allowed for 24 hours after the customer’s last message. ChaosDesk can still send a human agent reply up to 7 days after it, as Meta allows. After that, the customer has to write first.
  • Comments have no window. Your reply is posted as a public reply to the comment, or as a private reply (one direct message to the person who commented).

Answer conversations

Messages arrive as tickets in your views. Accept, Transfer and Conclude work as in other messaging channels.

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