Facebook Messenger and Instagram

Connect your Facebook Page and Instagram Business account to Deskwoot to manage Messenger and Instagram Direct conversations from one inbox.

Connecting Facebook Messenger

Go to Settings > Inboxes > Add Inbox and select 'Facebook'. Click 'Sign in with Facebook' and authorize Deskwoot to access your Facebook Page. Select the page you want to connect. Deskwoot will subscribe to incoming messages and you will start receiving Messenger conversations in your inbox.

Adding Instagram

To receive Instagram Direct messages, your Instagram account must be a Business or Creator account linked to a Facebook Page. In Deskwoot, go to your Facebook inbox settings and enable Instagram. Authorize the Instagram permissions when prompted. Instagram DMs will now appear in the same inbox as your Messenger conversations.

Required permissions

During Facebook authorization, Deskwoot requests pages_messaging, pages_manage_metadata, and instagram_manage_messages permissions. These are required to send and receive messages. If you skip any permissions, reconnect the channel and approve all requested scopes.

Handling conversations

Facebook and Instagram conversations work just like any other channel in Deskwoot. You can assign them to agents, add labels, use canned responses, and apply automation rules. Customer profile information from Facebook (name, profile picture) is automatically added to the contact record.

Ice breakers and greeting text

Customize the Messenger greeting text and ice breaker questions from your inbox settings. The greeting text appears when a user opens your page's chat for the first time. Ice breakers are quick-reply buttons that help customers start a conversation on the right topic.