Before You Get Started

To connect Facebook Business Messenger to your inbox, you’ll need two things ready: an active Facebook Business Page and the login credentials for a personal Facebook profile that has Admin access to that Business Page. If you’re not sure whether your profile has Admin access, log in to Facebook, navigate to your Business Page, scroll down on the left side to Settings, and click Page Roles. Your role will be listed beneath your profile picture. Only the Admin role can complete this connection.

Article Contents

• Before You Get Started
• How to Connect Facebook Business Messenger to Your Inbox
•   — If You Do Not Use Meta Business Manager
•   — If You Use Meta Business Manager
• Customer View
• Troubleshooting
• FAQ

Why Connect Facebook Business Messenger to Your Inbox?

Managing customer messages across multiple platforms takes time you don't have. When you connect Facebook Business Messenger to your inbox, every message your customers send through your Facebook Business Page comes directly into one place, the same inbox where you handle your emails, texts, and other conversations. You don't have to switch between apps, check Facebook separately, or worry about missing a message. If a customer reaches out on Facebook, you'll see it, and you can respond right from your inbox without ever opening Facebook.

How to Connect Facebook Business Messenger to Your Inbox

To get started, navigate to the App Market in the left-hand navigation menu. Once you’re in the App Market, find and select the Facebook Business Messenger app from the list of available integrations. Click Get This App to begin the connection process.

The App Market displays all available integrations as tiles. Look for the Facebook Business Messenger tile, which shows the app name and a brief description of what it does. Click on the tile to open the app detail page.

Next, review the list of permissions that your inbox will need in order to communicate with Facebook. Once you’ve read through the permissions, check the box to accept the terms and conditions, then click Connect To Facebook Account.

You’ll then be prompted to log in to your Facebook account. If you’re already signed in to Facebook, you’ll see a Continue As [Your Name] button instead of a login form. Facebook will sign in to your personal profile momentarily in order to reach your Business Page your inbox will not have access to your personal Facebook profile in any other way.

Note: the personal Facebook profile you sign in with must have Admin access on the Business Page. Any permission level below Admin will result in an error and the connection will not complete.

This screen lists every permission that your inbox is requesting from Facebook, such as access to messages and page information. A checkbox to accept the terms and conditions appears at the bottom, followed by the Connect To Facebook Account button. You must check the box before the button becomes active.

If your business page uses Meta Business Manager, Click Here to skip to your process. Otherwise, continue reading

If You Do Not Use Meta Business Manager

After logging in to Facebook, you’ll see a list of all the Business Pages connected to your Facebook account. Check the box next to the page you want to connect, then click Next.

This screen displays all the Business Pages associated with your Facebook account. Each page appears as a row with a checkbox on the left. Check the box next to the page you want to connect to your inbox. If you want to connect more than one page, you can select multiple. Click Next when you are ready to continue.

Next, review the permissions for connecting your inbox and Facebook Messenger. Keep in mind that turning off any of these permissions could affect how your inbox performs. Once you’ve reviewed them, click Done.

This screen lists each permission that Facebook Messenger will grant to your inbox, with a toggle switch next to each one. All toggles are on by default. Turning any of them off may prevent certain features from working correctly in your inbox. Click Done once you have reviewed the permissions.

If your Business Page doesn’t appear in the list, or if you want to connect additional pages (all pages must be managed by the same Facebook profile), click Add Pages to add them. Once you’re ready, click Install to complete the connection.

This screen shows a summary of the Business Pages you have selected to connect, along with an Add Pages button if you need to include additional pages. The Install button appears at the bottom. If a page you expected to see is missing, click Add Pages to search for it. Click Install when your selection is complete.

You’ll see a confirmation pop-up once the installation is complete. Click OK to close it.

This pop-up confirms that the installation was successful. An OK button appears at the bottom to close the window. No further action is needed on this screen.

After closing the confirmation, you’ll see a success screen. From here you can connect additional messaging channels or go back to your inbox.

The success screen confirms that Facebook Business Messenger is now connected to your inbox. Two options are shown: a button to connect more messaging channels and a button to return to your inbox. The installation is complete at this point.

If you use Meta Business Manager

If your Business Page uses Meta Business Manager, you’ll see an additional prompt after logging in to Facebook. Click Authorize to complete the extra verification step.

This screen appears only for users whose Business Page is managed through Meta Business Manager. It explains that additional authorization is required before the connection can be completed. Click Authorize to proceed.

If you only have one Business Page connected to your profile, the connection is complete after you click Authorize. If you have more than one Business Page, you’ll need to select which one to connect. Click on the page you want to connect, then click Connect.

Note: only one Business Page can be connected to your inbox at a time when using Meta Business Manager.

This screen displays the Business Pages available to connect through Meta Business Manager. Each page appears as a selectable option. Click on the page you want to connect to highlight it, then click the Connect button at the bottom. Only one page can be selected at a time.

After the connection is complete, you’ll see a success screen. From here you can connect more channels or go back to your inbox.

The success screen confirms that Facebook Business Messenger has been connected to your inbox through Meta Business Manager. Two options are displayed: a button to connect more messaging channels and a button to return to your inbox.

Customer View

When a customer sends a message to your Facebook Business Page, they’ll receive an automatic response asking for their email address. Your inbox needs an email address to associate the customer with a contact record. If the email address matches an existing contact, the new conversation will be added to that contact’s thread. If it’s a brand new customer, a new contact record and conversation will be created automatically. No email is actually sent to the customer’s email address during this process.

Note: this automated message is standardized by Meta and cannot be edited, customized, or disabled. There is no option in Settings to change or turn off this response.

This screenshot shows what the automated message looks like from your customer’s perspective inside Facebook Messenger. The message appears immediately after the customer sends their first message to your page and asks them to provide their email address. The customer must reply with their email before their message is delivered to your inbox. No reply or follow-up options are shown until the email is submitted.

Once your customer enters their email address, their message will be delivered to your inbox and you can continue the conversation normally. Keep in mind that Facebook Messenger conversations stay open for 24 hours after the customer’s last message. After 24 hours of no customer activity, you won’t be able to send a new message through Facebook Messenger, the customer would need to reach out to you first to reopen the conversation. This is a limitation of the Facebook platform and applies to all businesses using Facebook Messenger. If you need to follow up after the 24-hour window, you can send an email to the customer directly from their contact record.

Troubleshooting

If any of the pop-up windows during the installation process fail to appear, your browser may be blocking them. Turn off your pop-up blocker and disable any privacy or ad-blocking browser extensions, then try the installation again. These extensions can interfere with the way Facebook accesses and shares information during the connection process.

Your Facebook Authentication Has Been Revoked

If your Facebook authentication is ever revoked after a successful installation, you’ll receive a notification message directly in your inbox. To fix it, navigate to the App Market in the left-hand navigation menu, reopen the Facebook Business Messenger app, and click Re-Authorize. This will reconnect your Facebook account and restore the integration.

The App Fails to Connect or Returns a Permission Error

If the app fails to connect, the most common cause is that the Facebook profile you’re signed in with does not have Admin access on the Business Page. To check your permission level, follow these steps:

Log in to your Facebook account. On the left-hand side of the screen, click Pages.

This screenshot shows the Facebook left-hand navigation menu. The Pages option is listed in the menu alongside items like Home, Friends, and Groups. Click Pages to see a list of all Business Pages associated with your account.

Your Business Pages will be displayed. Click on the page you are trying to connect. If you need to check permissions for multiple pages, repeat this process for each one.

This screen shows the list of Business Pages your Facebook account manages. Each page is shown with its profile photo and page name. Click on the specific page you are trying to connect to open it.

On the left side of the page, scroll all the way down and click Settings.

This video shows a Facebook Business Page with its left-hand navigation menu visible. Settings appears at the very bottom of the menu. You may need to scroll down to find it. Click Settings to open the page configuration options.

Inside Settings, click Page Roles.

This screen shows the Facebook Page Settings menu with a list of options on the left side, including Page Roles. Click Page Roles to see a list of everyone who has a role on the page and what their permission level is.

Your role on the Business Page will be displayed beneath your profile picture. The only role that allows you to connect the Facebook Business Messenger app is Admin. If your role is listed as anything other than Admin, you’ll need to ask the current Admin on your page to update your permissions before you can connect the app.

This screen shows the Page Roles section. Your profile photo and name appear at the top, with your current role listed directly beneath your name. If your role shows as Editor, Moderator, Analyst, or any other level, it will not be sufficient to complete the connection. Only Admin is accepted. There is no option on this screen to change your own role, the current Admin of the page must make that update for you.

FAQ

Can I connect more than one Facebook Business Page to my inbox?

Yes, as long as all of your Business Pages are managed by the same personal Facebook profile, and that profile has Admin access to each page, there is no limit to how many pages you can connect. Each page will appear as a separate messaging source inside your inbox. If you use Meta Business Manager, keep in mind that only one Business Page can be connected at a time.

How long does a Facebook Messenger conversation stay active?

A conversation that starts through Facebook Messenger stays open for 24 hours after the last message from your customer. Once 24 hours pass with no customer activity, you won’t be able to send a new message through Facebook Messenger until the customer reaches out again. If you need to follow up and you have their phone number or email address saved in their contact record, you can switch to SMS or email to continue the conversation.

Can I customize the automated response my customers receive?

No, the automated message that asks customers for their email address is standardized by Meta and cannot be edited, customized, or disabled. There is no option in Settings to change or remove this message.