Messenger

Objective

Connect your Facebook Page so an agent can reply to Messenger conversations. The primary path is one-click Connect with Facebook (Facebook Login for Business); a Connect manually fallback lets you bring your own Meta app.

Access

Sidebar -> Messaging -> Messenger Routes:

• /app/{tenant}/messenger (connect and manage Pages)
• /app/{tenant}/messenger/conversations (Messenger conversations)

Roles

• owner, admin: connect, assign, activate, edit, and disconnect Pages.
• agent: can view the page but the controls are read-only.

Availability and prerequisites

• Your plan must include Messenger; the number of active Pages is capped by your plan plus the Social Accounts Pack add-on.
• At least one agent to assign. A Page cannot go active without an assigned, active agent.
• A verified email.

If your plan includes Messenger but you still do not see it, contact support.

Connect with Facebook (recommended)

1. Click Connect with Facebook.
2. Complete the Facebook Login for Business flow and choose the Pages to grant.
3. Every Page you manage is connected as inactive and unassigned (if your workspace has exactly one active agent, it is pre-assigned). A linked Instagram professional account on a Page is connected too.
4. You will see a banner such as "Connected with Facebook. Now assign an agent to each Page below, then turn it on."
5. For each Page: assign an agent and switch it Active.

Connect manually (bring your own Meta app)

Use Connect manually and open the Advanced (use your own Meta app) section:

A copyable webhook URL ({base}/api/messenger/webhook) is provided for your Meta app configuration. Tokens and secrets are stored encrypted and never shown again.

Manage connected Pages

Each Page appears as a card with an Active/Inactive toggle and an inline agent/team picker. Expand it to see the Page ID and, when unhealthy, the health error plus a Reconnect button (which restarts the Facebook flow). The kebab menu has Edit and Disconnect.

Status badges: Solo / Team (N specialists), Needs reconnection, Linked agent inactive, and Paused by plan limit.

Notes:

• Assign a Team instead of a single agent to let a coordinator ask a specialist for help (requires the Teams plan and an approved specialist).
• A Page cannot be set Active without an assigned active agent (the toggle is disabled with "Select an agent to start replying."); clearing the agent deactivates the Page.

Plan limits

A usage line shows "N active Pages of M". Without the entitlement you see "Messenger is not in your plan" with a View plans link. Hitting the cap opens an upgrade dialog. The Social Accounts Pack adds one Page slot per unit.

Conversations

Open View conversations to reach /app/{tenant}/messenger/conversations. The list shows the customer name, relative time, and AI-status badges (AI active / Human / Escalated), plus "Needs attention" and "Opted out" flags. The detail view has the message thread with delivery ticks (sent / delivered / read / failed), a Take over / Hand back to AI toggle, a Team-assisted badge when a team helped, and a reply composer. A customer who opted out shows "They must send START to resume." instead of the composer. These conversations also appear in the unified inbox at /app/{tenant}/conversations.

Disconnect

Disconnect asks to confirm: "Disconnect {name}? Your agent will stop replying to its Messenger conversations. This cannot be undone." It permanently removes the connection.

Good practices

• After connecting with Facebook, assign an agent to each Page before turning it on.
• If replies stop, look for Needs reconnection and use Reconnect to refresh the Facebook permissions.
• Use a Team responder for Pages that need more than one area of expertise.