Connecting Facebook and Instagram Messenger to Your CRM

Managing customer conversations across multiple social media platforms can be time-consuming. By integrating Facebook and Instagram Messenger directly into your CRM, you can centralize all your messages into a single, streamlined inbox. This guide will walk you through the steps to connect both platforms, allowing you to respond faster and provide a more cohesive communication experience for your customers.

Integrate Facebook and Instagram

The first step is to connect your Facebook and Instagram accounts to your CRM. This integration brings all your Messenger conversations into one place.

1. Go to Settings > Integrations.
2. Click Connect next to the Facebook & Instagram option.
3. You will be prompted to log in to your Facebook account. Select the specific Facebook Page you wish to connect. Important: This Page must be the one that is already linked to your Instagram Business or Creator account.
4. Click Connect Facebook & Instagram to authorize the connection.
5. Finally, click Sync Leads to import existing contact information.

How Messages Create and Update Contacts

When a new person messages your business on Facebook or Instagram, the CRM automatically creates a new contact profile for them. The system uses your Contact Deduplication Preferences to manage these contacts:

• If Allow Duplicate Contact is turned off, and the person later provides an email or phone number that matches an existing contact, the system will merge the Messenger contact into the existing record. This ensures you maintain a single, complete profile for each customer.
• If Allow Duplicate Contact is turned on, the automatic merge will not occur. This may result in separate contact records for the same person if they contact you through different channels.

Link Instagram to Your Facebook Page

To ensure messages from Instagram flow correctly into your CRM, your Instagram account must be properly linked to your Facebook Page. This setup happens within Facebook itself.

1. Log in to Facebook and navigate to the Page you want to use.
2. Click on Settings for that Page.
3. In the left-hand menu, find the Linked Accounts option. You may need to use the search bar within Settings to locate it.
4. Select Instagram and click Connect.
5. Make sure the toggle to allow Instagram messages to appear in your inbox is enabled.
6. Authenticate by entering your Instagram login credentials when prompted.

Once these steps are complete, your integration is ready. We recommend sending a test message to your Facebook Page or Instagram account to confirm that new conversations appear correctly within your CRM's inbox.