Connect Facebook Messenger

Before you start

• You manage the Facebook Page with full control or with access to messages.
• You are an administrator of your Deskwoot workspace.
• Your plan has room for another inbox.

Connect a Page

1. Open Settings > Inboxes and click Add Inbox.
2. Choose Messenger.
3. Click Continue with Facebook, sign in and grant Deskwoot the Pages you want to connect.
4. Back in Deskwoot, tick each Page you want to connect. To connect an Instagram account linked to a Page, choose Instagram in step 2 instead.
5. Click Connect selected. Deskwoot creates one inbox per Page, named after the Page.

Connecting a Page again later, for example after you removed Deskwoot on Facebook, reconnects its existing inbox with all conversations.

If your team also uses Meta Business Suite

Replies your team writes in Meta Business Suite still appear in the Deskwoot conversation, as your team's replies.

Reply within 24 hours

Messenger delivers a business's reply only within 24 hours of the customer's last message. After that, the reply box shows The reply window is closed, and you wait until the customer writes again. Private notes for your team work at any time.

What arrives and what you can send

• Text, photos, videos, voice messages, files and stickers from the customer. A tap on a button or a quick reply arrives as its text.
• When the customer reacts to one of your messages, the reaction shows on it. A message the customer deletes is marked as deleted.
• When a customer comes from an ad, the conversation shows which ad.
• You send text, images, videos, audio and files up to 25 MB. A longer text goes out in parts of up to 2,000 characters.

Disconnect a Page

Delete the inbox under Settings > Inboxes. Deskwoot stops receiving the Page's messages once no inbox uses the Page anymore. If you remove Deskwoot in Meta Business Tools instead, the inbox stays with its conversations, the settings show it as disconnected and the administrators of the workspace get an email.

Frequently asked questions

Why can I not type a reply in a Messenger conversation?

The customer's last message is more than 24 hours old, and Messenger delivers a business's reply only within that time. Once the customer writes again, you can answer right away.

Can I start a new Messenger conversation?

Only with someone who wrote to your Page in the last 24 hours. Messenger does not let a business write first.

Why is my Page missing from the list after I signed in?

Facebook lists only the Pages you granted during the sign in. Click Continue with Facebook again and pick the Page. If it shows that your account may not manage its messages, ask a Page admin for message access.

Does Fynn answer Messenger chats?

Yes, when Fynn is switched on for the inbox, like on your other channels. Fynn always answers within the 24 hours.