Messenger & Instagram

The same agent that answers your phone and website answers your Facebook Page’s Messenger chats and comments, and your Instagram DMs and comments. You connect with Facebook or Instagram login; there are no tokens to copy.

Connect a Facebook Page (Messenger)

1. Check your role on the Page first

   You log in with your personal Facebook profile; that is normal, Pages have no password of their own. That profile needs full control of the Page (Facebook Page access with Full control, or Admin on a classic Page). With partial access the Page cannot be connected.

2. Start the connection

   Open the agent → Channels → Messenger (or Integrations → Channels → Messenger), choose the agent and click Connect with Facebook. Allow pop-ups if the browser blocks the Facebook window.

3. Tick the Page in the Facebook window

   Facebook asks which Pages to share. Click Edit access (or Choose what you allow) and tick the Page you want, for example your shop’s Page. Accept the permissions. Untick nothing that Facebook lists as required.

4. Pick the Page, if you manage several

   Back in Voice Logica, Choose the Page to connect lists every Page you shared. Pick the one this agent answers for. With one Page it connects on its own.

5. Prove it

   The Page appears in the list. Send the Page a message from another Facebook account; the agent answers and the chat shows in Calls.

Connect Instagram

1. Use a professional account - Instagram Business or Creator. A personal Instagram account cannot be connected.

2. Connect - agent → Channels → Instagram → Connect with Instagram, log in with that account and accept the permissions.

3. Prove it - send the account a DM from another account; the agent answers.

Tell the agent it is chatting

Each Messenger and Instagram connection has its own channel instructions that the agent reads only there, for example “Keep answers to two sentences. Do not ask for the email to be spelled; it is already written.” The agent also knows these are text conversations, not phone calls.

To give one agent different rules for phone and chat, see Phone and chat on one agent.

Hand over to a person

Turn on live support: when a customer asks for a person, a teammate takes over the same Messenger or Instagram chat.

Billing

One chat session covers one customer for 24 hours, including a handover to a teammate, the same as on the website widget, WhatsApp and Viber. See How charges work.

I logged in with Facebook but no Page appeared and nothing was connected

Facebook did not share a Page with Voice Logica. Start again with Connect with Facebook, and in the Facebook window click Edit access and tick the Page. If the Page is ticked and it still fails, your profile does not have full control of the Page: ask the Page’s admin to give it to you in the Page’s settings, under Page access, then try again.

It says “This authorization code has been used”

The Facebook window was opened or reloaded twice, so Facebook refused the second attempt. Close it and click Connect with Facebook again, and finish in one go without refreshing. If it then says no Page was shared, see the answer above.

My plan says “Inbound Channels: 1”. Can I connect only one channel?

No. Inbound Channels are phone call channels: how many incoming calls can be answered at the same time. You can connect the website widget, WhatsApp, Viber, Messenger and Instagram on any plan; chats use the plan’s chat sessions.

Can I connect my personal Facebook profile instead of a Page?

No. Facebook lets businesses receive Messenger chats only on a Page. You log in with your personal profile only to choose the Page you manage.

From Claude or ChatGPT

channels_execute (action start_connect) returns the Facebook or Instagram login link; channels_query (action connect_status) says whether it finished and lists the Pages to choose from. get_guide (guide "chat_on_messenger_instagram") walks through these steps.

Next Steps

Viber - Website Widget - Live Support