Messenger Quick Start

Facebook Messenger is how customers message your Facebook Page. Connecting your Page to Resool brings those Messenger chats into one shared inbox with your other channels, so your team can assign them, reply together, use AI Agents and workflows, and send Messenger campaigns. Comments on your Page's posts come in too, in the Inbox's Comments tab. You connect with Continue with Facebook, Meta's official sign-in, and can add several Pages, and their linked Instagram accounts, in one go.

#What you can do with Messenger

In the Inbox

• Reply to Messenger messages with text, images, files and emoji.
• Assign conversations, add internal notes and use snippets.
• Reply for up to 7 days after the customer's last message as a human agent.
• Answer comments on your Page's posts publicly or privately. See Facebook and Instagram comments.

In Broadcasts and Workflows

• Send Messenger campaigns, including carousels. See Creating a broadcast.
• Start workflows from Messenger messages or Click-to-Chat ads. See Workflow triggers.

#Before you begin

• You need a Facebook account with full control (admin access) of the Facebook Page.
• In Resool, only Owners and Admins (or a custom role with Connect and configure channels) can connect channels.
• Each Page counts as one channel toward your plan's limit. A linked Instagram account is a separate channel.

#How to connect Messenger to Resool

1. Go to Settings › Channels and click Add Channel.
2. Find Facebook Messenger under Business Messaging and click Connect.
3. In the Connect Messenger dialog, click Continue with Facebook.

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Settings › Channels › Add Channel › Facebook Messenger › Connect

The "Connect Messenger" dialog with the blue "Continue with Facebook" button at the top.

File: screenshots/messenger-quick-start-connect-dialog.png

1. Sign in to Facebook in the window that opens. Choose the Pages (and business) you want Resool to access and approve the permissions. Keep all permissions selected so Resool can read and send messages and manage comments.
2. Back in Resool, the Choose the Pages to connect dialog lists your Pages. Each one says Messenger, or Messenger and Instagram @username when an Instagram account is linked to the Page. All Pages are selected; untick any you don't want.
3. Click Connect. You see how many channels were connected, and they appear in Settings › Channels.

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Settings › Channels › Add Channel › Facebook Messenger › Continue with Facebook (after signing in)

The "Choose the Pages to connect" dialog with two Pages ticked, one labelled "Messenger" and one "Messenger and Instagram @acme", and the Cancel and Connect buttons.

File: screenshots/messenger-quick-start-pick-pages.png

#How to test your Messenger channel

1. Open your Facebook Page and click Message (use a personal account that isn't a Page admin, or ask a colleague).
2. Send a message.
3. Go to the Inbox. The conversation appears with the Messenger icon. Reply to check that messages go both ways.

#How to configure your Messenger channel

Open the channel from Settings › Channels › Manage.

• Configuration: the Channel name your team sees, the connected Facebook Page and its ID, and Delete channel.
• Message templates: Messenger utility templates. Meta reviews them in seconds, and you can send them after the messaging window has closed, but only for updates about something the customer started, such as an order, a booking or an account. No offers or marketing.

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Settings › Channels › a Messenger channel › Configuration

The Configuration tab with Channel name, the Facebook Page name and Facebook Page ID, and the Danger zone with Delete channel.

File: screenshots/messenger-quick-start-configuration.png

Routing and satisfaction surveys are set on the Channels page. See Channel settings.

#Notes and limitations

• Messaging window: replies are standard for 24 hours after the customer's last message. From 24 hours to 7 days, a person can still reply; Resool sends it with Meta's human agent tag, and the composer tells you so.
• After 7 days, the composer shows Facebook Messenger's messaging window closed. You can only send an approved Messenger template until the customer writes again.
• Page comments don't have a reply window. See Facebook and Instagram comments.

#FAQ and troubleshooting

#My Page isn't in the "Choose the Pages to connect" list. Why?

What you can do:

• Check that your Facebook account has full control of the Page in Meta Business Suite.
• Click Continue with Facebook again and, in Meta's window, choose to edit the previous settings, then select the missing Page.
• If you see No Pages found on this Facebook account, you may not manage any Page, or you didn't allow access to one.

#Messages from my Page aren't arriving. What can I do?

What you can do:

• Check that the channel shows Active in Settings › Channels.
• Make sure no other tool is set as the Page's primary receiver for Messenger in your Page's settings.
• Reconnect the Page with Continue with Facebook to refresh its access.

#Can I connect several Pages?

Yes. Select several Pages in the Choose the Pages to connect dialog. Each Page becomes its own channel.

#Why was an Instagram channel added too?

Pages with a linked Instagram professional account are connected as Messenger and Instagram, so you get both channels in one step. Delete the Instagram channel if you don't need it.

#What's next?

• Instagram Quick Start
• Facebook and Instagram comments
• Messaging windows and templates
• Channel settings