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Answer Facebook and Instagram messages from one inbox

Direct messages sent to your Facebook pages and your Instagram account arrive in Vera.Support, alongside every other conversation. Your team and your chatbot can answer them without opening either app.

Use this when customers write to you on social media and those messages get lost between phones and apps. It is for anyone running a Facebook page, an Instagram business account, or both.

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Step by step

Activate the Messenger app

Go to Settings > Apps and activate the Messenger app. This is the app that covers both Facebook pages and Instagram.

Sync your Facebook pages

On our cloud, complete the automatic sync and pick at least one Facebook page. Enter the returned information at Settings > Messenger > Facebook pages. Only new messages sync, so anything already sitting in your Facebook inbox stays there.

Add your Instagram account

Link Instagram to your Facebook page in Page settings > Instagram > Connect account, then run the sync again. For a manual setup, use the Instagram use case with the same callback URL and verify token, subscribe to messages, messaging_postbacks, messaging_seen, messaging_handover, message_reactions, standby and comments, and enter your Instagram ID at Settings > Messenger > Facebook pages > Instagram ID. The permissions instagram_basic, instagram_business_basic, instagram_manage_comments, instagram_manage_messages and instagram_business_manage_messages are required.

Set it up manually with your own Meta app

Create a Meta app with the use cases "Manage messaging & content on Instagram", "Engage with customers on Messenger" and "Manage everything on your Page", then set sync mode to manual. Take the Callback URL from Settings > Messenger > Get configuration URL and the Verify Token from Settings > Messenger > Secret key, subscribe to the webhook fields inbox_labels, message_deliveries, message_echoes, message_reactions, message_reads, messages, messaging_account_linking, messaging_handovers, messaging_optins, messaging_policy_enforcement, messaging_postbacks, messaging_referrals and feed, then connect your pages, add the subscriptions, generate each page's token and paste the token, Page ID and Page Name into Settings > Messenger > Facebook pages. The permissions pages_manage_metadata, pages_messaging, pages_read_engagement and pages_show_list are required, and your app must be reviewed and approved by Meta.

Settings reference

Setting	What it does
Settings > Messenger > Facebook pages	Holds each connected page's token, Page ID and Page Name so messages from that page reach your inbox.
Settings > Messenger > Facebook pages > Instagram ID	Identifies the Instagram account behind a page during a manual setup.
Settings > Messenger > Get configuration URL	Gives you the Callback URL to paste into your Meta app's webhook configuration.
Settings > Messenger > Secret key	The Verify Token your Meta app uses when it confirms the webhook.
Sync mode	Chooses between the automatic sync on our cloud and a manual setup with your own Meta app.
Unsubscribe	Removes the webhook subscription from all of your Facebook pages.

Good to know

Facebook's own replies get in the way

If Messenger messages do not arrive, turn off Facebook's automated replies and Meta AI. No automatic replies should come from Facebook.

Instagram needs a business account

The account must be a business account, not only a professional one. Enable Instagram's "Allow access to messages" for connected tools in the Instagram mobile app, and enable all permissions for the Instagram account under Meta Business Suite > Users > People.

Duplicate messages or a bot loop

This usually means two accounts are synced to the same Instagram account. Remove the Instagram ID from the second one and save, then use Unsubscribe.

Long messages are cut

Messages longer than 1000 characters are truncated to the first 1000.

Rich messages are limited here

Rich messages are converted where possible. Buttons, chips and selects allow a maximum of three choices, and they only work in the Instagram mobile app.

You see little about the sender

People writing from Facebook or Instagram are created as leads, so you only see their name and profile picture. Each person has one Facebook conversation and one Instagram conversation.

Common questions

Will my past Facebook and Instagram conversations be imported?

No. Only new messages sync once the connection is in place, so your existing history stays in Facebook and Instagram.

Does connecting Facebook and Instagram cost extra?

This integration costs nothing extra. Plans start at $7/month with every feature included and you can cancel anytime. If you let the AI chatbot answer these conversations, AI usage runs on credits you top up.

Can the chatbot answer these messages?

Yes. Facebook and Instagram conversations work with the chatbot and human takeover, as well as queue and routing, language detection, spelling correction, multilingual via translation and Google search. The follow-up message always sends, and the offline message sends without the timetable.

My Instagram messages are not arriving. What should I check?

Check three things: Instagram's "Allow access to messages" for connected tools is enabled in the Instagram mobile app, the account is a business account rather than only a professional one, and all permissions for the Instagram account are enabled in Meta Business Suite > Users > People.

Can I connect pages from more than one Facebook account?

Only one Facebook account can be synced. To use pages belonging to other accounts, the synced account must be an admin of those pages. To spread pages across several Vera.Support accounts, select all pages during each account's sync, then remove the ones that account should not manage.

Do comments on my posts arrive as well?

Only private messages reach the inbox. Wall posts do not come through here, as comments are covered by their own guide.

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