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Facebook and Instagram

How to receive Instagram and Messenger messages in Conversations

Once your page is connected, open Settings › Integrations, go to the Facebook card's settings and turn on Messenger and Instagram messaging. In Instagram, allow access to messages for connected tools. Direct messages then start arriving in Conversations.

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Before you start

  • Your Facebook page must already be connected in Settings › Integrations.
  • Your Facebook user needs full access to the page, including permission to send and receive messages (in your Meta business portfolio settings).
  • For Instagram, the account must be a professional account linked to the connected page.
Where to find it

Settings › Integrations › Facebook card › Settings

Step by step

Turn on messaging in Elooo System

  1. Open Settings › Integrations.
  2. On the Facebook card, click Settings.
  3. Turn on Messenger messaging.
  4. Turn on Instagram messaging.
  5. Save your changes.

Allow access to messages in Instagram

  1. In the Instagram app, open your business's professional profile.
  2. Tap the menu and open Settings.
  3. Go to Privacy › Messages.
  4. Under Connected Tools, turn on Allow Access to Messages.

Check permissions in Facebook

  1. In Facebook, open business integrations with the account that connected the page.
  2. Find the app you authorized when connecting Elooo System and make sure it has access to send and manage the page's messages.
  3. In your business portfolio settings, make sure your user has message access for the page and the Instagram account, and that Instagram is listed among the page's connected assets.

Test it

  1. From another account, send a Messenger message to the page and a DM to your business Instagram.
  2. Check that both appear in Conversations.
  3. Reply by choosing the Facebook or Instagram channel in the composer.

Common problems

  • Instagram messages don't arrive → Make sure Allow Access to Messages is on in Instagram, the account is linked to the page, and Instagram messaging is turned on in the Facebook card's settings.
  • Some messages come through but not all → If another tool is connected to the page's messages, it may be set as the primary receiver. In the page's messaging settings in Facebook, set the app you authorized when connecting Elooo System as primary.
  • Instagram isn't offered as an option → Link Instagram to the page in Facebook, then disconnect and reconnect Facebook in Settings › Integrations.
  • I can see messages but can't reply → Your Facebook user doesn't have message permission on the page. Ask the page admin to give you full access.

Frequently asked questions

Can I still reply from the Instagram app?

Yes. Messages stay available in Instagram and in Conversations.

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