Instagram and Messenger
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When you connect your Instagram business account and Facebook page, direct messages received on these accounts appear in your CRM inbox and can be replied to from the dashboard. Both channels are connected via Meta, with authorization granted through your Facebook account.
- ChannelsConnect Instagram and Messenger
- InboxReply to incoming direct messages
- Messaging a person through different channelsMerge the same customer’s channels
Before You Begin
For Instagram:
- A Facebook account you can use to log in
- A Facebook Page linked to your Instagram account
- An Instagram account that has been upgraded to a Professional account (Business or Creator) (Upgrading to a Professional account)
In the Instagram app, the "Allow access to messages" option under Settings → Messages must be enabled; if it is disabled, messages will not be sent to the CRM.
For Messenger:
- A Facebook account you can use to log in
- A Facebook Page where your team responds to inquiries and you have administrator privileges
Context
- Open the Channels screen — on the Settings › Channels page, click the "Connect with Facebook" button next to the Instagram or Messenger entry. This screen requires administrator permissions.
- Grant permission on Facebook — You will be redirected to Facebook’s page. Select the page or Instagram account you want to connect and grant permission; you do not enter any information into the CRM.
- Check the result — Once the process is complete, you’ll return to the Channels screen. The notification will show how many accounts have been connected; each account appears as a chip in its corresponding row.
If the notification contains a note beginning with "Attention:," some accounts may not have been set up. Common reasons:
- The linked Facebook Page could not be found → The Instagram account is not linked to a Facebook Page. Link the account to a Page on Instagram and try again.
- Page token could not be retrieved → You do not have administrator privileges on this page.
- Linked to another workspace → This account is being used in another Blesyum workspace.
- Unable to set up message subscription → Meta has not enabled message delivery; please try again.
If you cancel during the Facebook step, you’ll see a “Connection canceled” message, and nothing will change.
Response time: 24 hours, 7 days
Meta does not allow businesses to send the first message on Instagram and Messenger; the response time is also limited starting from the customer’s last message. The channel button (at the top of the reply box) displays the current status:
| Since the customer's last message | In the channel selector | What can you submit? |
|---|---|---|
| Less than 24 hours | Response window open · … closes | Free text and attachments |
| 24 hours to 7 days | 24 hours have passed — a representative may respond · … ends | Agent's response |
| More than 7 days have passed, or the customer hasn't written anything | Closed — the business cannot send the first message on this channel; it opens when a customer messages | Nothing |
Unlike WhatsApp, there are no templates in these channels. When the time limit expires, the reply box locks and displays the message: “Select another channel from the list above or call the customer.” The channel reopens as soon as the customer types again.
If the same customer contacts you via WhatsApp or email as well, merge their records; when the time limit expires, you can send a reply by selecting a different channel from the channel button.
Profile Information
Each person’s channel appears as a separate section in the customer panel on the right side of the conversation. At the top of the section, you’ll see the person’s name on that channel and which account they’re messaging from; if no profile picture has been manually uploaded for the person, the channel’s profile photo is used as their avatar.
- Instagram: Username, Channel ID, Followers, Verified Account, Following Your Business, and Your Business is Following.
- Messenger: Channel ID and Language (if shared by Meta).
The profile is retrieved in the first message and then refreshed once a day in the background; the time of the last refresh is displayed in the "Last Refresh" line. The customer’s Instagram username (@…) also appears in the channel button list.
Attachments, Format, and Editing
- Each file you send can be up to 25 MB; you can attach up to 10 files to a single message.
- Images, videos, audio, and files sent by the customer are attached to the conversation.
- Plain text is sent to these channels; formatting such as bold or italics is not carried over. When sharing a link, write the address clearly.
- Meta does not allow you to edit a sent message. When you select "Edit," the panel displays the reason; please submit your correction as a new message.
- The "Remove from Inbox" message only removes the message from the panel; the customer will continue to see it in their chat.
Frequently Asked Questions
The account chip displays "Token Full" or "Inactive"
The authorization granted by Meta has expired or has been revoked by Facebook. Grant authorization again using the "Connect with Facebook" option on the same line; your existing account will be reactivated, and your old conversations will remain intact.
Can I connect more than one page or Instagram account?
Yes. Each account you select in the Facebook step is listed as a separate token.
Does AI provide responses on these channels?
If you click on your account’s chip and enable the “AI Answers” feature, it will provide answers; each response uses up AI credits.