Once the integration is enabled, customer messages sent through Facebook Messenger and Instagram DM automatically appear in the Helpdesk as tickets. Agent replies go back to the customer on Messenger or Instagram. Comments under Facebook posts also appear in the Helpdesk.
What the integration supports
- Facebook Messenger messages - each conversation is a separate ticket
- Instagram DM - private messages from an Instagram Business account connected to the FB page
- Comments under posts on the Facebook page - one comment thread is one ticket
- Agent replies go back to Messenger, Instagram, or under the comment
- Attachments (photos, files) in both directions
Requirements
- Account with an active Helpdesk module
- A Facebook Page where you are an administrator
- Instagram Business account connected to the FB page (optional, for Instagram DM)
Step 1: Enable the integration
Go to AppStore and find the Meta Integration app (Helpdesk section). Click Activate.
You don’t need to configure anything on the Facebook side or in any developer console. The integration works immediately after activation.
Step 2: Connect your Facebook page and Instagram
In the Connect Facebook / Instagram section, select the Helpdesk desk where tickets should go, and click Connect with Facebook / Instagram.
You will be redirected to Facebook, where:
- You’ll log in to your Facebook account
- You’ll select FB pages to connect
- You’ll grant permissions to the application
After returning, you’ll see a list of pages to confirm. Each page shows whether it has a linked Instagram account - with a link to the profile. Select the pages you want to connect and click Connect selected.
Step 3: Manage connected pages
For each connected page you can:
- Change the desk separately for Facebook (Messenger + comments) and separately for Instagram
- Enable or disable message reception from Facebook or Instagram independently
- Disconnect the page with the Disconnect button
You can connect multiple FB pages to different desks.
How it works
Receiving messages:
- A customer writes on Messenger or sends a DM on Instagram
- The message automatically appears in the Helpdesk as a new ticket (or a comment on an existing one if the conversation is ongoing)
- The ticket contains the customer’s name and message content
- Subsequent messages from the same sender go to the same ticket (as long as it’s open)
Replying from the Helpdesk:
- The agent replies normally - adds a comment to the ticket
- The reply automatically goes to the customer on Messenger or Instagram
- The customer sees the reply in their conversation
Comments under FB posts:
- Comments under posts on the FB page appear in the Helpdesk
- The agent can reply from the Helpdesk - the reply appears as a comment under the post
Internal comments (notes) are not sent to the customer.
Uninstalling
Click Remove integration on the app page. Webhooks will be disabled and agent replies will stop going to Facebook. Existing tickets remain in the Helpdesk.
FAQ
Can I connect multiple FB pages to different desks?
Yes. Each page can be mapped to a different desk.
Can Facebook and Instagram from the same page go to different desks?
Yes. For each page you can separately choose the desk for Facebook and the desk for Instagram.
Do I need to create my own Meta app?
No. The integration works on Intum’s global application.
What if I want to change the desk for a page?
Use the dropdown next to the connected page - you can change the desk at any time.
Are Facebook groups supported?
No, only Pages.
Why don’t I see my page after returning from Facebook?
Facebook only shows pages where you have an administrator role. If you’re only an editor or moderator of the page, it won’t appear on the list.
What happens if I change my Facebook password?
The integration works on page tokens, not on your password. Tokens don’t expire when you change your password.