Connect Facebook Messenger to CRM: Messenger Inbox Setup
Connect your Facebook Page to Smart Business 360 Leads Inbox. incoming customer Messenger chats arrive directly in the platform to be answered by your team.
Audience: Administrator · Estimated Time: ~25 Minutes.
Before You Start (Prerequisites)
Messenger authentication uses a Meta developer app and a long-lived Page access token. Collect the following required values from Meta:
| Required Value | Where to Find it in Meta |
|---|---|
| Meta App ID | Meta for Developers → My Apps → App Settings → Basic |
| Meta App Secret | Same screen under App Basic Settings (click Show) |
| Page Access Token | Graph API Explorer or app Messenger settings (Must be long-lived Page token, not short-lived 1-hour user token!) |
| Facebook Page ID | Facebook Page → About → Page transparency |
| Facebook Page Name | The public verified Page name |
Required Meta App Permission Scopes
Your Page Access Token must hold the following Meta scopes:
pages_messaging— Allows sending and receiving Messenger messages.pages_manage_metadata— Allows registering the webhook subscription.pages_read_engagement— Allows reading Page conversation metadata.pages_show_list— Allows enumerating Pages administered by the user.
5-Step Integration Setup Guide
Leads Inbox → Messenger → Settings.Messenger → Settings → Webhooks → Click Add callback URL → paste the URL below:
messages and messaging_postbacks. Ensure your Facebook Page is listed under Subscribed Pages. (Crucial: missing page subscription is the #1 setup failure!).Leads Inbox → Messenger in a few seconds.The Messenger 24-Hour & 7-Day Human Window
The messaging window clock resets whenever a customer: messages your Page, responds to a Facebook Story, or responds to a post comment in a comment-to-DM flow.
The 7-Day Human Agent Extension Tag:
Messenger allows human sales agents to send manual replies up to 7 days after a customer's last message for unresolved support or sales inquiries.
Practical Window Guidance:
| Situation | Correct Action & Restriction |
|---|---|
| Reply within 24 hours | Permitted — Free-form response, no restriction |
| Agent replying manually on Day 3 of unresolved issue | Permitted — Human agent 7-day extension applies |
| Automated bot reminder on Day 3 | Not Permitted — Must use approved recurring message flow |
| Re-opening a cold conversation | Not Permitted — Extension cannot be used to re-engage cold leads |
Thread Workflow Controls
| Control Field | Available Values |
|---|---|
| Resolution status | Open, Pending, Resolved, Archived, Lead Linked |
| Label tag | General, Hot Lead, Follow-up, Support, Collections, Escalated |
Reconnecting and Disconnecting
| Action | When & How to Use |
|---|---|
| Reconnect | Standard repair procedure when Meta App Secret is rotated or Page access token is regenerated. Re-validates credentials without losing history. |
| Disconnect | Clears credentials and blocks incoming webhook messages while retaining past conversation history. |
Troubleshooting Setup Errors
"Unable to determine your company context." error.
The connection requires an active company context. If logged in as super admin, switch into the target tenant before connecting.
Token expired errors in last-error field.
A short-lived user token was used. Generate a long-lived Page access token in Graph API Explorer and reconnect.
Webhook verifies but no messages arrive.
The Facebook Page is not subscribed to the Meta app. Complete Step 4 under App Subscribed Pages.
Messages arrive but outbound sending fails.
The Page access token lacks pages_messaging permission scope, or the 24-hour messaging window has closed.
Profile picture and Page name are blank.
Credential validation did not complete successfully. Reconnect and check the last-error diagnostic field.
Message tag errors referencing Error 100.
As of April 2026, Meta retired legacy tags (CONFIRMED_EVENT_UPDATE, ACCOUNT_UPDATE) and replaced them with POST_PURCHASE_UPDATE. Update message tag settings.