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Facebook Messenger Integration

Connect your Facebook Business Page to Conversations to manage Facebook messages alongside all other customer communications in one place.

Features​

  • Unified Messaging: Handle Facebook messages in the same place as email, SMS, and other channels
  • Team Collaboration: Your team members can respond to Facebook messages
  • Worldwide Availability: Available globally for all Facebook Business Pages
  • Automatic Contact Creation: New Facebook conversations automatically create contacts in your CRM

What You'll Need​

  • A Facebook Business Page (not a personal profile)
  • Admin access to your Facebook Business Page
  • Facebook Messenger enabled on your Facebook Business Page
  • Conversations enabled in your Business App

Getting Started​

Connect your Facebook Business Page​

  1. From the Business App, navigate to Conversations from the navigation sidebar on the left.

  2. Click More in the top right corner.

  3. In the dropdown menu, select Conversation Settings.

  4. Scroll down to find the Facebook Messenger section.

  5. Click Sign in with Facebook.

warning

You must use a Facebook Business Page, not a personal profile. If you don't have a Business Page, create one in Facebook before proceeding.

  1. You'll be redirected to Facebook's login page. Sign in with the Facebook account that has admin access to your Business Page.

  2. Review and grant the requested permissions:

    • Access to messaging
    • Page management permissions
    • Grant access to All Pages linked to your Facebook account

  3. Select the Business Page you want to connect from the list of available pages.

  4. Click Connect to confirm the connection. You'll be redirected back to Conversations.

  5. Back in Conversation Settings, click Turn on Messaging to enable Facebook Messenger messages.

  6. Verify the connection is successful by checking that your Facebook Business Page appears in the Facebook Messenger section with a connected status.

Using Facebook Messenger in Conversations​

Send Facebook Messenger Messages​

Once your Facebook Page is connected, you can send messages directly from Conversations:

  1. Open Conversations Messages
  2. Click the Send a Message button
  3. Enter the customer's name or select from existing conversations
  4. Type your message and select Facebook Messenger in the Send via dropdown
  5. Click Send
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You can message customers who have previously interacted with your Facebook Page or sent you a message first, in compliance with Facebook's messaging policies.

Receive Facebook Messenger Replies​

  • Customer replies automatically appear in the same Conversations thread
  • All Facebook Messenger message history is retained alongside other channels
  • Any team member can respond from the shared Conversations workspace

Troubleshooting​

Facebook Page Not Listed?​

  • Ensure you have admin access to the Facebook Business Page
  • Verify that Messenger is enabled on your Facebook Page
  • Check that your Facebook Page is published and active

Connection Failed?​

  • Check that you granted access to "All Pages" during Facebook login
  • Ensure Messenger is enabled in your Facebook Page settings
  • Try disconnecting and reconnecting your Facebook account

Best Practices​

  • Respond to Facebook messages promptly to maintain good customer relationships
  • Use consistent branding and tone across all your messaging channels
  • Monitor your message performance and response times
  • Train your team members on Facebook messaging best practices

Frequently Asked Questions​

Why don't I see Facebook Messenger in my connection options?

Facebook Messenger integration requires a Facebook Business Page with admin access. Personal Facebook profiles cannot be connected to Conversations.

Why isn't my Facebook Page showing up in the connection list?

Ensure you have admin access to the Facebook Business Page and that Messenger is enabled in your page settings. You may need to verify your page is published and active.

Can I message any Facebook user?

You can message customers who have previously interacted with your Facebook Page or initiated contact with you first. This complies with Facebook's messaging policies and anti-spam measures.

Can multiple team members respond to Facebook Messenger messages?

Yes, once connected to Conversations, any team member can view and respond to Facebook Messenger messages from the shared workspace, improving response times and collaboration.

What happens to existing Facebook Messenger conversations?

Existing Facebook Messenger conversations will continue to appear in Facebook. New messages after connecting to Conversations will appear in both Facebook and your Conversations workspace.

Can the AI Receptionist respond to Facebook Messenger messages?

The AI Receptionist cannot currently be configured to respond to Facebook Messenger messages automatically.

Can I disconnect Facebook Messenger from Conversations later?

Yes, you can disconnect Facebook Messenger from Conversations through the connection settings. This will stop new messages from appearing in Conversations, but won't affect your Facebook Page itself.

Facebook Messenger integration is included with your Business App account at no additional cost.