Facebook

Overview

Facebook Messenger connects your Facebook Page to the Smart Business 360 Leads Inbox. Page conversations appear alongside WhatsApp and Instagram Direct when the channel is connected.

Prerequisites

• Facebook Page you administer
• Meta developer app with Messenger permissions (configured in-app or per the Messenger setup guide)
• Leads Inbox access and CRM permissions for users who will respond

Supported Functionality

• Page-based Messenger threads in Leads Inbox
• Chat-to-lead conversion from inbox conversations
• Marketing Hub / Meta campaign lead capture when configured
• Links to detailed Messenger setup documentation on this site

Setup

1. Review prerequisites in the Messenger Setup Guide.
2. Open Leads Inbox → Messenger / Facebook connection in the application.
3. Connect the Facebook Page using the in-app connection flow.
4. Complete any Meta app and Page permission steps shown in the setup guide — do not invent credentials here.
5. Send a test message to the Page and confirm it appears in Leads Inbox.

Configuration

• Assign inbox threads to sales owners.
• Use convert-to-lead when a conversation should become a CRM record.
• Enable Meta/Marketing Hub campaign capture for Facebook lead forms when your company uses ads.

Connection Verification

1. A Messenger thread appears in Leads Inbox after messaging the Page.
2. Convert-to-lead creates a CRM record with conversation context.
3. Outbound replies from the inbox appear on the Messenger thread.

Usage

• Respond to Page messages from Leads Inbox.
• Convert qualified chats to leads with source attribution.
• Track follow-ups on linked CRM records.

Troubleshooting

• No messages in inbox — confirm Page connection and webhook/token status per the Messenger setup guide.
• Cannot reply — check Messenger 24-hour messaging window rules described in the setup guide.
• Lead not created — use explicit convert-to-lead; not every message auto-creates a record.

FAQ

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