Connect Facebook Messenger

Connect your Facebook pages and every Messenger conversation a customer starts with one of them arrives in Replyco as a chat; your replies go back to the customer through Messenger. You sign in with Facebook, choose the pages and allow Replyco’s access, and Replyco adds one account for each page you chose, named after the page. Each page you connect uses one account of your plan.

Before you start

You need	Where it lives
The Admin permission in Replyco	AdminUsers; see Invite users and set what they can do
A Facebook login that manages the page, with full control of it	The page’s settings in Facebook, under Page access
A free account on your plan for each page	AdminBilling; see Billing

Availability: every plan.

Steps

Select + Add Account in the top bar and scroll down to Social Media and Phone Accounts.

The Add Account page lists every channel Replyco connects; to connect another one, see Add Account.

Facebook Messenger is connected with the Facebook tile under Social Media and Phone Accounts.
What this screenshot shows
Screen
Add Account (/integrations/add)
Highlighted
button “”, social-media-and-phone-tiles, enabled. opens the Facebook connect dialog
Also visible
Mailbox Accounts and Order Management System Accounts above; Telegram, Facebook, Instagram, TikTok (BETA), Aircall, WhatsApp tiles
Purpose
start connecting Facebook Messenger
Select the Facebook tile. The dialog Authorize Replyco to sync with Facebook opens at its first step, AUTHORIZE. Select Authorize.

Facebook opens in a new browser tab. The dialog in the tab you started from moves on to FINISH.

Authorize opens Facebook in a new tab; choose the pages there and allow Replyco's access.
What this screenshot shows
Screen
Authorize Replyco to sync with {{name}} (/integrations/add)
Highlighted
button “Authorize”, dialog-centre, enabled. opens Facebook's permission dialog in a new tab
Also visible
step AUTHORIZE of two; Need help? link
Purpose
start Facebook's sign-in
In the Facebook tab, sign in and check that Facebook shows the login you want to connect with. If this login has connected Replyco before, Facebook asks whether to keep your previous settings: select “Edit Settings” to choose the pages again, or “Continue as” with your name to keep them. “Log into another account” switches to a different Facebook login.

If you connected Replyco before, Facebook offers to keep your previous settings or to edit them.
What this screenshot shows
Screen
()
Highlighted
“”, , .
Also visible
You've previously linked replyco to Facebook; Edit Settings (1); Continue as, with the signed-in name (2); Log into another account
Purpose

Choose the pages whose Messenger conversations Replyco should receive. Leave both permissions switched on: managing and accessing the pages’ Messenger conversations, and showing the list of pages you manage.

Replyco asks for these two permissions only. Without them it cannot read or answer the conversations.
Facebook returns you to Replyco in the same tab, which shows Validating Facebook account... and Please do not leave the page until the validation and data storage is complete...almost there. Stay on the page: Replyco saves one account for each page, confirms with Account successfully saved. and then opens the home page.
In the tab you started from, select Finish to close the dialog.

What happens next

Each page appears on AdminAccounts as its own account, named after the page; to check it or rename it, see Accounts. A page that is already connected under the same name is left as it is, so you can repeat the steps to add a page you left out.

The Accounts screen in Replyco, opened from Admin › Accounts, listing eight connected accounts, all Syncing with a green open lock under Status: Amazon "Northwind Electronics UK", Ebay "northwind-electronics", WhatsApp "Northwind Support", Facebook "Northwind Electronics", Instagram "Northwind Electronics", Telegram "NorthwindElectronicsBot", TikTok "Northwind TikTok Shop" and Aircall "Northwind Support Line". The name Northwind Electronics in the Facebook row is highlighted: each Facebook page becomes one account named after the page. — Each Facebook page you allowed appears on Accounts as its own account, named after the page.

From now on, every Messenger message to the page reaches Replyco as it arrives and opens or continues a chat under ChatsOpen; see Chat list and conversations. Every user of your company gets access to the new accounts, so their chats appear for everyone with the Chats permission; to decide who is responsible for them, see Invite users and set what they can do.

Messenger accepts an ordinary reply only within 24 hours of the customer’s last message, so answer Messenger chats while they are fresh; see Answer a chat. To greet Messenger customers automatically, for example outside your opening hours, see Auto-responses for chats.

If something goes wrong

Symptom	Check	Fix
Adding integration failed with We have not received requested permissions.	You cancelled in Facebook or refused a permission. Replyco saves nothing and opens the home page after five seconds.	Start again from the Facebook tile and allow both permissions.
“We can not receive information about your facebook pages from Facebook API. Please, check your facebook settings and try again.”	Facebook did not give Replyco your list of pages.	Check that your login has full control of the page, then start again.
A page is missing from AdminAccounts	Did you choose it in Facebook? Does your own login have full control of it? Is it already connected under the same name?	Add your login to the page with full control, then repeat the steps and choose the page.
“You reached your current plan maximum integrations count. Contact support for more info.”	Your plan has no free account; + Add Account is then also missing from the top bar.	Delete an account you no longer use, or change your plan on AdminBilling.
A reply to a Messenger chat is refused	Is the customer’s last message more than 24 hours old?	See Answer a chat.
The page’s account shows Blocked on AdminAccounts	Facebook no longer accepts Replyco’s access to the page, for example after the access was removed in Facebook. Facebook accounts have no Re-login button, and connecting the same page again does not replace the existing account.	Contact support to restore the page’s access; see Help and support.