Facebook and Instagram messaging

With HLB, messages to your Facebook Page and Instagram professional account land in the same inbox as your texts and emails. You can reply from one place and keep a full conversation history for each customer.

To connect Facebook Messenger, go to Settings > Integrations, open the Facebook card settings and turn on Messenger. If your Instagram account is linked to that Page, you can turn on Instagram messaging in the same place. You can also connect Instagram directly: on the Instagram integration card, click Connect (or Manage, then Add Account), authorize the account and turn on its messaging toggle. The direct Instagram connection is a new beta option, and when you switch to it, your existing workflows and conversation routing carry over.

If messages do not sync, check that your user has full access to the Page with message access and that Instagram appears in the Page's connected assets. In the Instagram app, open Settings and activity, then Messages and story replies, then Message requests, and allow access for connected tools. Then send a test message and confirm it appears in the inbox.

Messages can also start automations:

• Use the Customer Replied trigger, filtered to Instagram DM, to start a workflow when someone messages you.
• Add the Instagram DM action to send a personalized reply with templates, custom values, trigger links and attachments.
• Use the Facebook or Instagram Interactive Messenger action to reply to a DM, or to a post comment by DM, with up to three buttons that open a website, call a number or continue the flow. Contacts who do not tap a button move to a default branch after a wait time (one minute by default, editable).