Getting Started - Setup Facebook and Instagram Messenger

Ever feel overwhelmed jumping between different platforms to answer messages from your customers? Let's simplify things! By connecting Facebook and Instagram Messenger directly to your CRM, you'll have all your conversations in one spot. You'll streamline your responses, engage with your customers faster, and ultimately create a smoother communication experience for everyone involved.

Integrate Facebook & Instagram

First, let's get Facebook and Instagram working together within your CRM. This integration will be a game changer in how quickly and effectively you communicate with customers.

• Head over to.
• Click on under Facebook & Instagram.
• to Facebook and choose your Facebook (make sure it's the one ).
• Click.
• Lastly, hit.

How Facebook and Instagram messages create contacts

When someone messages your business on Facebook or Instagram for the first time, Adaptive AI creates or updates a contact based on your Contact Deduplication Preferences.

• If the person later shares an email or phone number that matches an existing contact and is turned off, Adaptive AI automatically merges the messenger contact into that existing record so you keep one complete profile.
• If is turned on, the automatic merge does not run and separate contact records may exist for the same person.

Link Instagram to Facebook

Now, let's ensure Instagram and Facebook are fully linked so your messages flow seamlessly into one inbox. Trust us—this step will save you tons of time!

• Navigate to your and log in to your page.
• Click on.
• Use the search bar to find.
• Select and click.
• Keep the toggle on to to appear in your inbox.
• your Instagram login credentials.

Fantastic job! You're now set up to effortlessly handle your social interactions. Next, consider testing the integration by sending a test message to confirm everything is working smoothly.

Test Your Facebook & Instagram Messenger Connection

After connecting your Facebook Page and Instagram account, send a test message to confirm that incoming messages are reaching Adaptive AI correctly.

Test Facebook Messenger

1. 1From a different Facebook account, open the connected business's Facebook Page.
2. 2Click Message and send a test message to the Page.
3. 3In Adaptive AI, open the appropriate Sub-Account.
4. 4Go to Conversations.
5. 5Locate the new conversation in the Conversations inbox.
6. 6Open the conversation and confirm that the Facebook Messenger test message appears in the message history.

Test Instagram Messaging

1. 1From a different Instagram account, open the connected business's Instagram profile.
2. 2Send a new direct message (DM) to the account.
3. 3In Adaptive AI, open the appropriate Sub-Account.
4. 4Go to Conversations.
5. 5Locate the new conversation in the Conversations inbox.
6. 6Open the conversation and confirm that the Instagram test message appears in the message history.

What Does a Successful Connection Look Like? Your integration is working correctly when:

• The test message appears in Adaptive AI → Conversations.
• The message appears under the correct contact/conversation.
• You can open the conversation and view the incoming Facebook Messenger or Instagram message.

When someone messages your business through Facebook or Instagram for the first time, Adaptive AI creates or updates their contact based on your Contact Deduplication Preferences.

Test the Reply

For an end-to-end verification, reply to the test message from within Adaptive AI → Conversations. Then, return to the Facebook Messenger or Instagram account you used for testing and confirm that the reply was received.

If both the incoming message and your reply are delivered successfully, your messaging connection is working as expected.

What If the Test Message Doesn't Appear? If the test message doesn't appear in Conversations:

1. 1Go to Settings → Integrations and confirm that the correct Facebook Page and Instagram account are connected.
2. 2Confirm that messaging access is enabled for the connected account.
3. 3Verify that the appropriate Facebook/Instagram permissions have been granted.
4. 4For Instagram, confirm that the Instagram account is correctly linked to the Facebook Page.
5. 5Send another test message after verifying the connection and permissions.

If messages still aren't appearing, see Messaging Setup & Troubleshoot for additional Facebook and Instagram messaging checks.

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