Connect Messenger

Connect a Facebook Page and your agent answers the messages customers send it on Messenger. You sign in with Facebook, choose the Page, and you're done. There's nothing to set up on Facebook's developer site.

Before you start

You need:

• A Facebook Page you're an admin of
• To sign in with Facebook and grant the Page's messaging permission

You also need to be a workspace owner or admin, and your plan needs a free messaging channel. See Plans and limits.

Connect a Page

1. 1

   Open the Messenger connect dialog

   In the sidebar, click Channels, then Connect on the Messenger card.

2. 2

   Sign in with Facebook

   Click Continue with Facebook. A Facebook window opens. Sign in with the Facebook account that manages your Page.

3. 3

   Grant access

   Select your Page in the Facebook window and allow the permissions it asks for. If the window also asks which businesses to share, include the one that owns your Page.

4. 4

   Choose the Page

   Back in OrbitBase, pick the Page your agent should answer and click Connect. You have 15 minutes to choose before you need to sign in again.

When it's connected, the Page appears under Connected on the Channels page. Send it a message from a personal Facebook account to test it.

Connect more Pages

Each Page is its own channel. To add another one, click Add account on the Messenger card and sign in again, then pick the next Page. Each Page counts toward your plan's messaging channels.

If you pick a Page that's already connected to this workspace, OrbitBase refreshes its access instead of adding it twice.

How Messenger behaves

• Direct messages only. The agent answers private messages to your Page. It doesn't reply to comments on your posts.
• Buttons and cards. Choices show as tappable buttons, and products show as cards with their photos.
• Plain text. Messenger shows replies as plain text, so OrbitBase removes formatting such as bold markers before sending.
• Typing indicator. Customers see that your Page is typing while the agent writes, and while a teammate types a reply in the inbox.
• Files. Customers can send photos, voice notes and files, and your team can attach images and files to replies.
• Replies from Meta's apps. If someone on your team replies from Meta Business Suite or the Messenger app, the reply shows in the OrbitBase conversation, and the agent stops answering so it doesn't talk over them.

The 24-hour messaging window

Messenger only lets a business reply within 24 hours of the customer's last message. Your agent answers straight away, so this rarely matters for the agent. It matters when a teammate picks up an older conversation. See Messaging windows.

Troubleshooting

My Page isn't in the list

Check that you're an admin of the Page, and that you selected it in the Facebook window. If the Page is owned by a business, sign in again and include that business when Facebook asks.

The Page shows "Connected to another workspace"

Each Page can only be connected to one OrbitBase workspace. Disconnect it there first, then connect it here.

"No eligible accounts were granted"

You didn't select a Page in the Facebook window. Click Connect again and select one.

Next steps