Connect Facebook and Instagram

Connect your Facebook Page and your professional Instagram account straight to Konektor. Messenger and Instagram DMs arrive in the same Inbox as WhatsApp. Your team reads and replies in one place.

You do not need a third-party tool. You only log in with your Facebook account.

What You Get

• Messenger and Instagram DMs show in the Inbox. The label is Messenger or Instagram.
• Your team replies from the Inbox. A reply is text or an image.
• Each new customer becomes one lead in Leads. The lead has no phone number.
• The name and the picture of the customer show in the conversation and in the contact panel.
• A DM from a Click-to-Messenger or Click-to-Instagram ad makes a lead with an ad source.

Summary

Prerequisites

Before you start, prepare:

1. A Facebook Page that you manage. Your Facebook account must be able to reply to messages of that Page.
2. For Instagram: a professional Instagram account (Business or Creator) that is linked to that Page.
3. For Instagram: permission to access messages in the Instagram app, for connected tools.
4. Access to Konektor as the Owner or an Admin of your workspace.
5. One free integration slot on your plan.

Step 1: Connect your Facebook account

1. Open Settings > Integrations.
2. In Available to connect, click the Facebook & Instagram card.
3. Log in with your Facebook account.
4. Choose the Pages and Instagram accounts that you want to connect.
5. Grant all the message permissions that Facebook asks for, then save.

You return to Konektor. The Facebook & Instagram accounts window opens by itself.

Step 2: Turn on the accounts

The window shows one block for each Page. Each block has the picture, the name, and the status of the Page. Below it is a Messenger row and, when there is one, an Instagram row.

1. Turn on the Receive in Inbox switch for each account that you want to receive.
2. Wait until the switch finishes moving.
3. Click Done.

Every account starts off. You choose which accounts reach the Inbox.

When a switch cannot turn on, the window shows the reason under that switch. Read Common problems.

One Page can send to only one workspace at a time. This holds for Messenger and Instagram of that Page.

Change or disconnect

• Click Manage accounts on the Facebook & Instagram row to open the window again.
• Turn off a switch to stop receiving DMs from one account.
• Click Disconnect to release all accounts. Old conversations and leads stay.

The reply window

Meta limits the time to reply to a DM. The bar above the message box shows the state.

After 24 hours, a reply that you send carries the label Human agent reply under the bubble. Only a person can reply at this stage.

Konektor stops automatic replies after 24 hours. This includes replies of the AI agent and follow-ups. A DM has no template to open the conversation again.

When the customer writes again, a new 24-hour window opens.

Name and picture of the customer

After the first message of a customer, Konektor reads the public name and profile picture of that customer. Konektor shows them in the conversation list and in the contact panel.

• Konektor keeps the picture in the private storage of your workspace. Only your team can see it.
• Konektor reads the profile again at most once in 7 days.
• A new lead takes the name of the customer when its name is still Messenger or Instagram. A name that you changed yourself stays.
• When Meta refuses the profile of a customer, the conversation keeps the label Messenger or Instagram. Konektor tries again after 7 days at the earliest.

Click-to-Messenger and Click-to-Instagram ads

A customer who writes from a Click-to-Messenger or Click-to-Instagram ad makes a lead with the source ads. The title of the ad shows in the contact panel. When the lead status changes, Konektor sends an event to Meta, as for a lead from WhatsApp.

A customer who writes through a Messenger or Instagram link that has a label also makes a lead. The label becomes the campaign name of the lead.

If you also use Repliz

One account can connect through Facebook & Instagram and through Repliz at the same time. The new messages of that account arrive only through the Facebook & Instagram connection. A message does not show twice, and the agent does not reply twice.

Turn off the switch of that account to receive its messages through Repliz again. The data in Repliz does not change.

Comments do not arrive through this connection. Comments still arrive through Repliz.

Common problems

Messages do not arrive

Check these one by one:

1. The Receive in Inbox switch of that account is on.
2. The Page does not show Log in again.
3. For Instagram: the permission to access messages in the Instagram app is on.
4. The Page does not route messages to another app. Read Conversation Routing below.
5. The message goes to the right account, not to a personal account.

A switch cannot turn on

The reason shows under the switch.

Log in again

Meta cancelled the access to the Page, for example after you changed your Facebook password. Click Reconnect in the accounts window, then log in again. A switch that was on turns on again by itself.

Conversation Routing

Meta can route the messages of a Page to another app. Those messages do not reach Konektor. Open the message settings of your Page in Meta. Make Konektor the app that receives messages, or turn off the routing to the other app.

A reply is not sent

When the customer has not replied for more than 7 days, Meta refuses the reply. The message shows with the reason. Wait for the customer to write again.

Next steps

• Messenger customer profile
• Messenger Broadcast
• Inbox
• Repliz integration
• Partner integrations