Facebook Messenger Integration
Answer Facebook Messenger conversations from the shared Inbox.
Connect a facebook page for messenger
The Owner connects a Facebook Page the company administers so customer Messenger conversations arrive in the shared Inbox.
Identify, disconnect or reconnect a connected facebook page
An Admin reviews a connected Page's identity, disconnects it, or reconnects it after it stops working, without losing conversation history.
Manage several facebook pages for the same company
A company with more than one Facebook Page (e.g. one per storefront) connects and administers each independently.
Detect a non-functional messenger integration
The system continuously verifies that a connected Page can still send, receive and be notified of new messages, and tells the Admin precisely why it stopped working when it does.
Receive an inbound messenger message into the inbox
A customer's Messenger message — text, media, reaction, or a reply to a Story, Reel or Post — arrives through Meta's webhook and appears as a message in the shared Inbox.
Identify the facebook user, record the originating page and create or associate the profile
The system resolves an inbound message's Page-Scoped ID to a Contact, records which of the company's Pages it belongs to, and creates a Contact when none exists.
Reply to a messenger conversation from the platform
An Operator replies to a customer's Messenger message from the shared Inbox, without opening Facebook itself.
Open the story, reel or post that a customer message replies to
An Operator opens the Story, Reel or Post a customer's message refers to, to understand what prompted it — even after a Story has expired on Facebook.
Initiate a messenger conversation within meta's permitted conditions
An Operator attempts to start a conversation with a customer on Messenger; since Messenger has no business-initiated free-send mechanism for ordinary operator use, the platform only allows this within an already-open window or points the Operator to another channel.
Block free-form sending once the meta 24-hour window has expired
The system prevents a free-form send once Messenger's 24-hour customer window has closed, and offers the Human Agent exception where Meta's rules currently allow it.
Withhold message types the messenger API cannot transmit
The composer refuses oversized media the Messenger Send API does not accept, before the Operator attempts to send it.
Handle a failed messenger send and resend the message
When Messenger rejects an outbound message, the failure is visible in the conversation and the Operator can resend it.
Enable or disable the ai assistant for messenger conversations
An Admin turns the AI Assistant on or off for one connected Facebook Page independently of the company's other channels.
Give the ai the story, reel or post a message replies to as context
When assembling context for a Copilot suggestion or an Auto Reply, the system includes what the customer's message replied to, so the AI's answer can address it.