Connect Facebook Messenger and Instagram
Updated Nov 9, 2026
Available on: Starter, Growth, Pro, Enterprise. This feature is in beta: it is still being built and may change.
One Facebook page channel brings in:
- private messages to your page in Messenger;
- direct messages to the Instagram account linked to the page;
- comments on your page's posts, and Instagram comments.
Connect your pages
- Open Admin Center, Channels, Messaging.
- Under Connect a channel, choose Connect pages.
- Sign in with Facebook and pick the pages you want. Instagram professional accounts linked to those pages come with them.
- You come back to ChaosDesk with one channel per page and one per linked Instagram account.
You need to be an administrator of the Facebook page, and in ChaosDesk an admin or an agent with the Facebook channel permission. Messages, postbacks, read receipts and the page feed are subscribed for you: there is no webhook to set up at Meta.
If Connect pages is missing, our Meta app is not configured on your installation. An admin can then add a channel by hand instead: Add channel, Facebook page (Messenger, Instagram DMs, posts and comments), the page id as the Account id, a page access token, the app secret and a verify token, and then point the Meta app's callback URL at the channel's Webhook URL, subscribed to the message fields and the page feed.
Reply windows
- Messenger and Instagram DMs: standard replies are allowed for 24 hours after the customer's last message. ChaosDesk can still send a human agent reply up to 7 days after it, as Meta allows. After that, the customer has to write first.
- Comments have no window. Your reply is posted as a public reply to the comment. Reply privately instead sends one direct message to the person who commented: Meta allows one private reply per comment, within 7 days.
Answer conversations
Messages arrive as tickets in your views. Accept, Transfer and Conclude work as in other messaging channels.
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