What this integration provides
Messages from Facebook Messenger, Instagram DM, and comments under posts on your FB page arrive as tickets in your Helpdesk. The agent replies to the ticket just like on any other channel, and the reply goes back to the customer - on Messenger, Instagram, or under the Facebook comment.
Each FB page is connected to a selected Helpdesk desk, so you can separate sales, support, and marketing handling across different teams.
What you need
- A Facebook account with an administrator role on the company page
- For Instagram: an Instagram Business account linked to the FB page (personal and Creator accounts won’t work)
- At least one desk in the Helpdesk to receive tickets
Installation
- Go to Apps in the account menu (
/account/apps) - Find the Meta Integration tile and click Install
- Open the installed app - further configuration takes place within it
Step-by-step configuration
1. Create a connector
In the app window, click Configure Meta Integration. Leave the App ID and App Secret fields empty - by default we use Intum’s global credentials. Only enter your own if you’re using a dedicated Meta application.
After creating the connector, the system immediately enables the return webhook. This means agent replies will automatically go to the customer - you don’t need to configure anything else on the Intum side.
2. Webhooks in Meta App Dashboard
In the Meta App Dashboard, open your application and go to the Webhooks section. Add two subscriptions:
Facebook Page:
- Callback URL: copy from the app in Intum (the Copy button next to the URL)
- Events:
messages(Messenger messages) andfeed(post comments)
Instagram:
- Callback URL: the second URL from the app in Intum
- Event:
messages
The verify token is automatically generated during page connection via OAuth - you’ll see it in the Meta panel after the first connection.
3. Connect FB pages
In the Connect FB page to desk section, select the Helpdesk desk and click Connect FB page. You’ll land on Facebook:
- Select the company page you want to connect
- Grant permissions (reading messages, replying, managing comments)
- After returning, you’ll see a confirmation and the page will appear on the list
Repeat for each page you want to connect. The scheme is simple: one FB page = one Helpdesk desk.
How it works in practice
A customer writes on Messenger to your FB page. On the Intum side, a new ticket is created in the desk assigned to that page. The customer’s first and last name are taken from their FB profile.
The agent replies in the ticket - normally, in the comment field. The content immediately goes to the customer as a Messenger message. Same with Instagram.
Comments under FB posts work slightly differently. The entire comment thread (main comment plus replies) becomes one ticket. When the agent replies, the reply appears as a reply under that comment on FB.
Attachments (images, files) from Messenger arrive as ticket attachments. Images from FB comments are passed as image attachments in the reply.
Common issues
I don’t see the Connect FB page button - you first need to create a desk in the Helpdesk. Go back to Helpdesk settings and add at least one.
Nothing connected after OAuth - check if your FB account has an administrator role on the page. Without it, Facebook won’t allow generating access tokens for the page.
Instagram messages aren’t coming through - the Instagram account must be of Business type and linked to the FB page. Personal and Creator accounts don’t expose messages in Meta’s API.
Comments appear as tickets but I only want DMs - both features are enabled together with the webhook subscription. If you want to disable comments, in Meta App Dashboard remove the feed subscription, keeping only messages.
Webhook doesn’t verify when saving in Meta - Meta calls GET on the callback URL with a hub.verify_token parameter. The verify token is generated during the first OAuth, so the order is: first save the subscription with any token (Meta will return a verification error), then do the page OAuth, then go back to Meta and enter the token generated for that page.
Removing the integration
In the app in Intum, in the connector details view, click Remove integration. This will:
- Delete the return webhook (agents will stop sending replies to Messenger/Instagram/FB)
- Remove the connector along with connected page configuration
- Leave tickets in the Helpdesk untouched - they just stop being linked to Meta
Note: webhook subscriptions in Meta App Dashboard are not automatically deleted. If you no longer plan to use the integration, remove them manually in the Meta panel to prevent them from trying to send payloads to a dead URL.