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Your agent can reply to messages on your Facebook Page (Messenger) and your Instagram business account, with the same knowledge, tools and tone as everywhere else.

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Connect

1

Open the agent's Channels

Go to your agent, then Channels → Messenger.
2

Continue with Facebook

Sign in with the Facebook account that manages your Page, and allow access.
3

Pick your Page

Choose the Facebook Page the agent should answer for.
You can connect both, plus WhatsApp, to the same agent.

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What the agent does

Replies to messages

Answers DMs and Page messages around the clock.

Comment to DM

When someone comments a keyword on your post (like “PRICE”), they get a private message with the answer. On Instagram, the agent can also post a short public reply.

Story mentions

When someone mentions you in their story, they get a thank-you message.

Hands over to you

When you reply from Instagram or Meta Business Suite yourself, the agent steps back in that chat for a while, so you never talk over each other.

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The studio

Each connected account has a studio where you set:
  • Greeting and ice breakers: the welcome message and the questions people can tap to start.
  • Menu: shortcuts that stay in the chat.
  • Comment to DM keywords and messages, and story mention replies.
  • Hours, hand-off and anything the agent should do differently on this channel.
Click Sync now to send the greeting, ice breakers and menu to Meta. If the agent also has a WhatsApp number, people can tap Continue on WhatsApp. On the agent’s Channels tab you’ll find ready-made links and QR codes (m.me, ig.me and wa.me) to put on your website, flyers or shop window.

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Good to know

  • Your team can reply to a Messenger or Instagram chat for up to 7 days after the customer’s last message.
  • Photos and files the agent sends go as links for now.
  • All chats are in your Inbox, next to WhatsApp and web chat.