Instagram & Messenger

One connection, two channels

Instagram Direct Messages and Facebook Messenger arrive in the same shared inbox your WhatsApp conversations already live in, with the same tagging, assignment and conversation-status tools described in Shared inbox.

They are set up together, not separately. As an approved Meta Tech Provider we ask Meta for Page and Instagram messaging permissions in one consent screen, and Meta hands back your Facebook Page along with the Instagram professional account linked to it. One approval, both inboxes — there are no tokens to copy and no second setup.

Connecting

1. 1

   Open Settings → Instagram & Messenger

   Owners and admins can connect; agents and viewers see the panel read-only.
2. 2

   Click “Connect Facebook & Instagram”

   Facebook opens in a new browser tab — log in there and approve one permission screen, using the account that manages your Page. Your settings page stays open in its own tab, and the login tab closes itself when you are done.
3. 3

   Pick a Page, if you manage more than one

   Each Page in the list shows whether an Instagram account is linked to it. Choosing the Page connects both channels at once; a Page with no Instagram linked connects Messenger only.

Setting up one channel on its own

Each channel on the panel has its own Connect and Disconnectbuttons next to it, which run that channel's own login. Use them to add Messenger today and Instagram later, to replace one account without re-approving the other, or to switch a single channel off.

Full setupon either row opens that channel's own page — Settings → Messenger or Settings → Instagram — where the webhook callback URL, the verify token, and (on Instagram) manual credential entry live.

The webhook callback URLs are registered once per instancein Meta's App Dashboard → Webhooks, not once per workspace, which is why they are not on the combined page. Connecting always subscribes your Page to them automatically.

What carries over — and what doesn't

Most of what you know from WhatsApp applies, with two differences worth knowing on day one:

• Both are DM-only channels — no comments, no story replies, and no broadcast/template system like WhatsApp's. Free-form text and media, back and forth.
• Neither platform's send API reports delivered/read receipts the way WhatsApp does, so messages there show as sent rather than a full tick progression.
• Instagram DMs are a per-plan feature. If your plan does not include them, the connect still works and brings Messenger in — the panel says so instead of showing Instagram as connected.

Disconnecting

Both channels share one Facebook connection, so Disconnect both removes them together. Existing conversations, contacts and message history stay exactly where they are — only the ability to send and receive new messages goes.