Integrations
Meta (Messenger & Instagram)
Let your agent answer Facebook Messenger and Instagram Direct Messages automatically.
Meta connects your Facebook Pages and Instagram Business accounts to Link AI, so your agent answers Messenger and Instagram Direct Messages, story mentions, and comments. Use it when customers reach you on Facebook or Instagram.
What you can do
- Automated DM responses: your agent answers incoming direct messages 24/7.
- Story mentions: respond when customers mention your brand in their Instagram stories.
- Comments: configure your agent to respond to comments on your Facebook and Instagram posts.
- One inbox: see every Messenger and Instagram conversation in Inbox.
- Rich media: your agent can receive and send images and documents. With Agent Vision on, it can understand images customers send, such as damaged product photos for refunds, product identification, or visual context.
Before you start
- Admin access to the Facebook Page.
- An Instagram Business account linked to that Page.
- Permissions requested: view your list of Facebook Pages, manage and access conversations on your Pages and Instagram accounts, and access basic business information.
Integrations are workspace-scoped. If you have multiple workspaces, connect Meta separately in each one. See Workspaces.
Connect
Use it in an agent
After you connect Meta, turn on the channels for each agent that should answer.
You should see your agent reply within 30 seconds and the conversation appear in Inbox.
Best practices
- Use a test Page first. Test on a dedicated Facebook Page and Instagram account before going live.
- Set your social voice. Make sure the agent's instructions define how it represents your brand on social media, and keep the same voice across Meta channels.
- Plan escalations. Set up Smart Tickets for issues that need a person.
Troubleshooting
Messages are not received
Check that webhooks are configured in your Meta Developer Dashboard and that the channel is turned on for your agent.
Connection expired
If Link AI loses access, reconnect Meta from Integrations to refresh permissions.
Account does not appear
Make sure you have admin access to the Facebook Page and that the Instagram account is a Business account linked to that Page.