Why Use the Centralized Inbox in Thryv Business Center

When customers reach out through different channels — your website chat, Facebook Messenger, Instagram, or Google — switching between apps to respond means slower replies and missed conversations. The Centralized Inbox in Thryv Business Center™ brings all of your customer messages into one place, so you can respond to any channel from a single screen. Every conversation is attached to the customer's record automatically, and new contacts from any connected channel are added to your CRM without any manual entry.

In This Article

• How to Connect WebChat

• How to Connect Facebook Messenger

• How to Connect Instagram Messenger

• How to Connect Google Business Messages

• How to Use the Centralized Inbox

• Frequently Asked Questions

How to Connect WebChat

WebChat is a live chat widget that Thryv Business Center adds to your website so customers can message you directly from any page. WebChat can be added to a website managed by Thryv, or you can add it to an external website by copying and pasting the provided HTML code into your website's header.

1. Click App Market in the left-hand navigation of Thryv Business Center. Locate and click the WebChat App.

   The screenshot below shows the WebChat App tile in the Thryv Business Center App Market. The tile displays the WebChat logo and app name. No other chat apps appear on this tile.

   

2. Click Get This App on the WebChat App detail page.

   The screenshot below shows the WebChat App detail page with the Get This App button visible. The button appears in the upper area of the app detail page.

   

3. Customize the Header Color, Text Color, and Action Button Color for your WebChat widget. Click Pick Color next to each item to open the color picker. Select a color by clicking in the color square and adjusting the brightness slider. You can also enter a HEX code or RGB code directly in the fields provided. To find the exact RGB code used on your website, click Online Presence in the left-hand navigation, then click Website Widgets.

   The screenshot below shows the WebChat color customization screen. Three color pickers appear — one for Header Color, one for Text Color, and one for Action Button Color. Each picker has a Pick Color button and displays the current selected color as a preview swatch.

   

   The screenshot below shows the color picker open for the Header Color field. The picker displays a color gradient square, a brightness slider below it, and input fields for HEX and RGB codes at the bottom.

   

4. After customizing all three colors, click Install.

   • If your website is managed by Thryv, click Alert Web Team. This notifies Thryv's web team to add the WebChat widget to your website. Allow 24–48 hours for the web team to complete the installation. For faster service, call 866-239-8317. Phone support is available Monday through Thursday 8am–2am CST, Friday 8am–7pm CST, Saturday 10am–4pm CST, and Sunday 5pm–2am CST.

   • If your website is managed by someone other than Thryv, copy the HTML code provided and paste it at the end of your website header in your website's source code. If you are not ready to add the code immediately, the HTML script will also be sent to your Thryv Business Center inbox so you can access it later.

   The screenshot below shows the WebChat install completion screen in Thryv Business Center. The screen displays two options: Alert Web Team for Thryv-managed websites and a copy HTML code option for external websites. The HTML code field shows the script to be added to an external website's header.

   

How to Update or Uninstall WebChat

To make changes to your WebChat widget after installation, return to the WebChat App in the App Market. Three action buttons will appear: Update, Uninstall, and Back To Thryv.

The screenshot below shows the WebChat App page after installation with the three action buttons visible: Update, Uninstall, and Back To Thryv. No color pickers or install options appear on this screen — those are only available before the first installation.

• Update — applies any color or style changes you have made to the WebChat widget.

• Uninstall — removes the WebChat widget from your website. This option works automatically for Thryv-managed websites. If your website is external, you must also delete the WebChat HTML code from your website's source code manually to fully remove the widget.

• Back To Thryv — discards any unsaved changes and returns you to the App Market.

How to Connect Facebook Messenger

To connect Facebook Messenger, you must have a Facebook Business Page. The Facebook account used during setup must have Admin permission on the Business Page. Any permission level lower than Admin will result in an installation error.

1. Click App Market in the left-hand navigation of Thryv Business Center. Locate and click the Facebook Business Messenger App.

   The screenshot below shows the Facebook Business Messenger App tile in the Thryv Business Center App Market. The tile displays the Facebook logo and app name.

   

2. Click Get This App on the Facebook Business Messenger App detail page.

   The screenshot below shows the Facebook Business Messenger App detail page with the Get This App button visible in the upper area of the page.

   

3. Review the permissions that Thryv Business Center will need to connect to Facebook. Check the box to accept the terms and conditions, then click Connect To Facebook Account.

   The screenshot below shows the Facebook Messenger permissions review screen in Thryv Business Center. The screen lists the permissions Thryv Business Center will request from Facebook. A checkbox to accept the terms and conditions appears below the permissions list. The Connect To Facebook Account button appears at the bottom and is only active after the checkbox is checked.

   

4. A Facebook sign-in prompt will appear. Sign into your Facebook account or click Continue As [Your Name] if you are already signed in. Thryv Business Center accesses your personal Facebook account only to reach your Business Page and will not gain access to your personal account information.

   The screenshot below shows the Facebook sign-in prompt that appears during the Facebook Messenger connection process. The prompt displays the standard Facebook login screen with an email and password field.

   

   The screenshot below shows the Continue As screen that appears when a Facebook account is already signed in. The screen displays the profile name and photo and a Continue As button to proceed without re-entering credentials.

   

5. After signing in, all Facebook Business Pages connected to your account will appear. Check the box next to the Business Page you want to connect, then click Next.

   The screenshot below shows the Business Page selection screen during Facebook Messenger connection. Each Business Page connected to the signed-in Facebook account appears as a row with a checkbox. Only one page can be selected at a time on this screen.

   

6. Review the permissions for connecting your Thryv Business Center inbox and Facebook Messenger. Disabling any of these permissions may affect the performance of your inbox. Click Done when you have finished reviewing.

   The screenshot below shows the Facebook Messenger permission review screen after selecting the Business Page. The screen lists the specific permissions being granted. A Done button appears at the bottom of the screen.

   

7. If your Business Page did not appear in the list, or if you want to connect additional Business Pages managed by the same Facebook profile, click Add Pages. When all pages are connected, click Install to complete the setup.

   The screenshot below shows the final installation screen for Facebook Messenger in Thryv Business Center. The screen displays the connected Business Pages in a list with an Add Pages option below the list and an Install button at the bottom of the screen.

   

8. A confirmation screen will appear when the installation is complete. Click OK to close the confirmation popup and return to Thryv Business Center.

   The screenshot below shows the Facebook Messenger installation confirmation popup in Thryv Business Center. The popup displays a success message confirming the connection is complete and an OK button to dismiss the popup.

   

Troubleshooting Facebook Messenger Connection Issues

If any popup windows during the installation process fail to appear, check your browser settings and disable any popup blockers or privacy extensions. These browser extensions can prevent Facebook from sharing the information needed to complete the connection.

If your Facebook authentication is revoked after a successful installation, a notification will appear in your Thryv Business Center inbox. To re-authenticate, return to the Facebook Business Messenger App in the App Market and click Re-Authorize.

If the app fails to connect, your Facebook account may not have Admin permission on the Business Page. To verify your permission level, log into your Facebook account and click Pages in the left-hand navigation.

The screenshot below shows the Pages section in Facebook with a list of Business Pages managed by the signed-in account. Each page appears as a row with the page name and a link to open the page.

Click on the Business Page you are trying to connect. Then scroll down to Settings in the left-hand navigation of the Business Page.

The screenshot below shows the left-hand navigation of a Facebook Business Page with the Settings option visible near the bottom of the menu. An animation shows the user scrolling down the left navigation to reach the Settings option.

Click Settings, then click Page Roles in the Settings menu.

The screenshot below shows the Settings menu of a Facebook Business Page with the Page Roles option highlighted. The Page Roles option appears in the left side of the Settings menu.

Your role on the Business Page is displayed beneath your profile picture in the Page Roles section. The only role that allows you to connect the Facebook Business Messenger App is Admin. If your role is not Admin, contact the current Admin on your Business Page to have your permission level updated before attempting to connect the app again.

The screenshot below shows the Page Roles section of a Facebook Business Page settings screen. The signed-in user's profile picture and name appear with their page role displayed below their name. The role label shows the current permission level assigned to that user on the page.

How to Connect Instagram Messenger

Before connecting Instagram Messenger, confirm that your Instagram account is set up as an Instagram Business Account and that it is connected to your Facebook Business Page. Both steps must be completed before the Instagram Messenger App will install successfully. To convert your Instagram account to a Business Account, follow the steps in the Instagram guide to creating a Business Profile. To connect your Instagram Business Account to your Facebook Business Page, follow the steps in the Instagram guide to connecting your account to a Facebook Business Page.

1. Click App Market in the left-hand navigation of Thryv Business Center. Locate and click the Instagram Messenger App.

   The screenshot below shows the Instagram Messenger App tile in the Thryv Business Center App Market. The tile displays the Instagram logo and app name.

   

2. Click Get This App on the Instagram Messenger App detail page.

   The screenshot below shows the Instagram Messenger App detail page with the Get This App button visible in the upper area of the page.

   

3. Review the permissions that Thryv Business Center will need to connect to Instagram. Check the box to accept the terms and conditions, then click Connect To Instagram Account.

   The screenshot below shows the Instagram Messenger permissions review screen in Thryv Business Center. The screen lists the permissions Thryv Business Center will request from Instagram. A checkbox to accept the terms and conditions appears below the permissions list. The Connect To Instagram Account button appears at the bottom and is only active after the checkbox is checked.

   

4. A Facebook sign-in prompt will appear. Sign into your Facebook account or click Continue As [Your Name] if you are already signed in. Instagram Business Accounts require Facebook authentication because Instagram Business accounts must be connected to a Facebook Business Page.

   The screenshot below shows the Facebook sign-in prompt that appears during the Instagram Messenger connection process. The prompt displays the standard Facebook login screen.

   

   The screenshot below shows the Continue As screen that appears when a Facebook account is already signed in during Instagram Messenger connection.

   

5. After signing in to Facebook, click Add Pages to connect the Facebook Business Page linked to your Instagram Business Account.

   The screenshot below shows the Add Pages screen during the Instagram Messenger connection process. The screen prompts you to add the Facebook Business Pages connected to the signed-in Facebook account. An Add Pages button appears prominently on the screen.

   

6. Check the box next to the Facebook Business Page linked to your Instagram account, then click Next.

   The screenshot below shows the Business Page selection screen during Instagram Messenger connection. Each Facebook Business Page connected to the signed-in account appears as a row with a checkbox.

   

7. Review the permissions for connecting your Thryv Business Center inbox and Instagram Messenger. Disabling any of these permissions may affect the performance of your inbox. Click Done when you have finished reviewing.

   The screenshot below shows the Instagram Messenger permission review screen after selecting the Business Page. The screen lists the specific permissions being granted and a Done button appears at the bottom.

   

8. Click OK on the confirmation popup that appears.

   The screenshot below shows the confirmation popup during the Instagram Messenger connection process. The popup displays a success message and an OK button to dismiss it.

   

9. Your connected Facebook Business Pages will appear in a list. Click Install to complete the Instagram Messenger setup.

   The screenshot below shows the final installation screen for Instagram Messenger in Thryv Business Center. The connected Business Pages appear in a list and the Install button appears at the bottom of the screen.

   

How to Connect Google Business Messages

Before connecting Google Business Messages, your Google Business Profile must be claimed. You cannot complete the installation without a claimed Google Business Profile. Make sure you sign into the same Google account used to claim your listing during setup — signing into a different Google account will cause the app to fail.

1. Click App Market in the left-hand navigation of Thryv Business Center. Locate and click the Google Business Messages App.

   The screenshot below shows the Google Business Messages App tile in the Thryv Business Center App Market. The tile displays the Google logo and app name.

   

2. Click Get This App on the Google Business Messages App detail page.

   The screenshot below shows the Google Business Messages App detail page with the Get This App button visible in the upper area of the page.

   

3. Thryv Business Center will verify that you have access to your Google Business Profile. If your Google Business Profile is not claimed or accessible, the installation will not proceed.

   The screenshot below shows the Google Business Profile access verification screen in Thryv Business Center. The screen displays a message confirming whether the Google Business Profile associated with the account has been claimed and is accessible.

   

4. Review the permissions Thryv Business Center will need to access your Google account. Check the box to agree to the terms and conditions, then click Connect to Google Account.

   The screenshot below shows the Google Business Messages permissions screen in Thryv Business Center. The screen lists the specific permissions being requested. A checkbox to accept the terms and conditions appears below the permissions list. The Connect to Google Account button appears at the bottom.

   

5. Sign into your Google account when prompted. Sign into the same Google account that was used to claim your Google Business Profile listing.

   The screenshot below shows the Google account sign-in screen that appears during the Google Business Messages connection process. The screen displays the standard Google login form with email and password fields.

   

6. Grant all required permissions for Thryv Business Center to access your Google account. All checkboxes on this screen must be checked for the app to function. If you proceed without checking all boxes, the screen will reload until all permissions are granted. Check all boxes, then click Continue.

   The screenshot below shows the Google permissions grant screen during the Google Business Messages connection process. The screen displays a list of individual permission checkboxes that must all be checked before the Continue button becomes active.

   

7. Set your auto-response messages for Google Business Messages. The Welcome Message is sent automatically to customers who message you during your business hours. The Offline Message is sent to customers who message you outside your business hours. Both fields are required. If your business operates 24 hours or has no set hours, enter a message in the Offline Message field regardless — a best practice is to use the same text as your Welcome Message. Click Install to complete the setup.

   The screenshot below shows the auto-response setup screen for Google Business Messages in Thryv Business Center. Two text fields appear: one for the Welcome Message and one for the Offline Message. An Install button appears at the bottom of the screen after both fields are filled in.

   

8. A success screen will appear when the installation is complete. Click OK to dismiss the screen. Thryv Business Center will return you to your inbox.

   The screenshot below shows the Google Business Messages installation success screen in Thryv Business Center. The screen displays a success message confirming the connection is complete and an OK button to return to the inbox.

   

How to Use the Centralized Inbox

Once your messaging channels are connected, all incoming messages from WebChat, Facebook Messenger, Instagram Messenger, Google Business Messages, SMS, and the Client Portal appear in your Thryv Business Center inbox. To switch the channel you are using to respond to a client, click the channel icon inside the conversation. The channel icon displays the logo of the currently active channel.

The screenshot below shows an animation of the channel icon being clicked inside a conversation in the Thryv Business Center inbox. A dropdown appears showing the available channels for that client. Channels with a green dot are currently available for that client. Channels without a green dot are not available because the client has not initiated a conversation through those channels.

The screenshot below shows the channel selection dropdown inside a Thryv Business Center inbox conversation. Available channels display a green dot next to their name. Channels without a green dot cannot be used to send a message to that client at that time.

WebChat and Facebook Messenger conversations have session time limits. A WebChat session closes after 1 hour of no activity from the customer. A Facebook Messenger conversation closes after 24 hours of no activity from the customer. After a session closes, the customer must initiate the conversation again from their end before you can respond through that channel. You can still reach the customer by SMS or email if their phone number or email address is saved in their client record.

To connect additional messaging channels, click Explore Channels inside your inbox to open the App Market.

Frequently Asked Questions

What does this article cover?

This article covers how to connect WebChat, Facebook Messenger, Instagram Messenger, and Google Business Messages to Thryv Business Center, and how to use the Centralized Inbox to respond across all connected channels. For a full guide to communicating using WebChat, see How to Use WebChat in Thryv Business Center.

How do I know which channel a message came from?

All incoming messages in the Thryv Business Center inbox are organized in the conversation thread under a header showing the channel the message was received from. When a new message arrives from a different channel, a new channel header appears above the new message in the conversation thread in real time.

Can I use the Centralized Inbox if I only have one messaging channel connected?

Yes. Each messaging channel is connected independently through the App Market. You can connect one channel or multiple channels — the Centralized Inbox works with however many channels you choose to enable. Adding more channels gives your customers more ways to reach you while keeping all conversations in one place.

How does Thryv Business Center determine which channel to use when I reply to a message?

By default, your reply is sent through the channel where the most recent message was received. For example, if a customer started a conversation by SMS and then sent their last message through Facebook Messenger, your reply will be sent through Facebook Messenger. After a channel session expires, you can select SMS or email to continue the conversation.

Can I choose which channel to use when replying to a message?

Replies are sent automatically to the channel where the customer most recently initiated the conversation. Once a channel session expires, you can then select SMS or email as your reply channel if the customer's phone number or email address is saved in their client record.

How long can I respond to a WebChat conversation?

A WebChat session stays open for 1 hour after the customer's last message. After the session closes, you can no longer respond through WebChat. To continue the conversation, select SMS or email if the customer's phone number or email address is saved in their client record.

How long does a Facebook Messenger conversation stay active?

A Facebook Messenger conversation stays active for 24 hours after the customer's last message. After 24 hours, the conversation can only be reopened if the customer sends a new message from their end. To continue the conversation before the customer messages again, select SMS or email if the customer's contact information is saved.

How does Thryv Business Center capture lead contact information from messaging channels?

When a customer contacts you through any connected messaging channel, Thryv Business Center sends an automatic reply requesting their name and email address. Any information the customer provides is automatically added as a new contact in your CRM or used to update an existing contact record with the new details.

What contact information does Thryv Business Center capture from new messaging leads?

Thryv Business Center captures name, address, phone number, and email address from new messaging contacts. When available, Thryv Business Center also enriches contact records with additional details such as profile photos and social media handles. Captured information is used to create new client records or update existing ones with additional details.

Can I add WebChat to a website not managed by Thryv?

Yes. WebChat can be added to any website that allows custom source code. During the WebChat installation, copy the HTML code provided and paste it at the end of the header section in your website's source code. If you make changes to your WebChat settings later, the widget updates automatically using the same code — you do not need to copy and paste the code again.

A customer messaged me through Facebook but the message is not appearing in my Thryv Business Center inbox.

To receive Facebook messages in your Thryv Business Center inbox, the Facebook Business Messenger App must be connected through the App Market and linked to the correct Facebook Business Page. Confirm the app is installed and that it is connected to the Business Page your customer messaged. For help reconnecting the app, see the Facebook Messenger setup steps in the How to Connect Facebook Messenger section of this article.

Can I connect multiple Facebook Business Pages to one Thryv Business Center account?

Yes. All Facebook Business Pages you want to connect must be managed by the same personal Facebook profile. During the Facebook Messenger installation, use the Add Pages option to connect multiple Business Pages at once.