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Help · WhatsApp

How to connect Facebook Messenger and Instagram Direct

The same agent that serves your customers on WhatsApp can answer the messages of your Facebook page (Messenger) and the direct messages of your professional Instagram account. Conversations arrive in the same inbox, with the same menu and the same rules, and orders show up in Orders with their channel.

#What you need

  • A Facebook page you manage with your personal Facebook account.
  • For Instagram, also a professional Instagram account linked to that page. A personal Instagram account won't work: Meta only lets you connect professional accounts (business or creator).
  • The channel included in your plan. Facebook and Instagram are purchased separately, each on its own or both together at a lower price, from Plan and usage. If your plan doesn't include it, the channel card says so and offers to add it.

#Where it's connected

In Settings, Integrations section. Pick the location and tap the Facebook Messenger or Instagram Direct card.

Tapping Connect with Facebook opens the Facebook login. Sign in with the account that manages the page and accept the permissions it asks for: they let us see your pages and answer their messages. If you manage several pages, the system shows the list and you pick which one to connect.

Once connected, the card says Connected and shows the page name or the Instagram username.

#How the agent replies

Just like on WhatsApp: it greets, shows the menu, builds the order, asks for the address and the payment method, and hands the conversation to a person when needed. Your team replies from Conversations as usual.

Two differences worth knowing:

  • Meta only allows messaging someone within 24 hours of their last message. After that, neither the agent nor your team can write first on Messenger or Instagram; you have to wait for the customer to write again.
  • On Instagram, the photos the agent sends (for example, the payment QR) don't reach the customer: they stay in the conversation in the panel. On Messenger they do go out.

#If it stops receiving messages

Open the channel card and check whether it's still connected. If you changed your Facebook password, removed the app's permission or stopped managing the page, Meta closes the connection and you need to connect again. Disconnecting and reconnecting doesn't delete conversations.