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Facebook Messenger and Instagram direct messages both run on Meta’s platform, so they connect in much the same way: log in with Facebook, pick the account, done. Instagram has two extra prerequisites that trip people up, and they are covered below. Both are connected from Settings → Channels → + Connect channel.

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Facebook Messenger

Connecting a Facebook Page brings its Messenger conversations into the inbox. It takes about 10 minutes end to end, most of which is Facebook’s login flow.
The Connect channel dialog with Facebook Messenger selected, showing the Continue with Facebook button

The Facebook Messenger connect dialog: log in with Facebook, then pick the Page.

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Before you start

  • You must be an admin of the Facebook Page you want to connect.
  • The Page must exist already — Callivox cannot create one.

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Connect with Facebook

1

Open the dialog

Click + Connect channel, pick Facebook Messenger, and enter a Display name.
2

Click Continue with Facebook

“Log in with Facebook and pick your Page — no tokens or webhook setup needed.” A Facebook popup opens. The dialog shows Waiting for Facebook… while you work through it.
3

Grant your Pages

Facebook asks which Pages Callivox may access. Select the Page you want to connect. If you grant nothing, Callivox tells you: “No Facebook Pages were granted. Pick at least one Page in the Facebook popup.”
4

Choose the Page

Back in Callivox the dialog reads Loading your Pages…, then shows Choose the Page to connect. Select it and click Connect. Back returns you to the previous step if you picked the wrong one.
5

Confirm

You will see the toast “Facebook Messenger connected” and the channel appears in your list. Send a message to the Page from another account to check it lands in the inbox.

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Advanced: use your own Meta app

If your business already runs a Meta developer app, open ▸ Advanced: use my own Meta app credentials and fill in three fields: After connecting, Callivox shows an Almost done! panel with a Callback URL and a Verify Token. Paste both into your Meta app under Messenger → Webhooks, subscribe to the messages and messaging_postbacks fields, and make sure the app has the pages_messaging and pages_show_list permissions.
While your Meta app is in development mode, its tokens only work for people listed as admins, developers or testers of the app. Real customers’ messages will not arrive until you switch the app to Live mode.

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Instagram

Instagram direct messages reach Callivox through the Facebook Page that your Instagram account is linked to. That is why the login flow is a Facebook one, and why the prerequisites matter more here than anywhere else. Budget about 15 minutes.
The Instagram connect dialog listing an Instagram account with the Facebook Page it is linked to

The Instagram connect dialog, with the account picker showing each Instagram handle and the Page it comes through.

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Before you start

Instagram messaging is only available to professional accounts — Business or Creator. A personal account cannot be connected. You can switch in the Instagram app under Settings → Account type and tools.
The Instagram account has to be linked to a Facebook Page that you administer. Without the link, the account will not appear in the picker no matter what you grant.
This is the step that most often goes wrong. In the Instagram app, go to Settings → Messages and story replies → Message controls and turn on Allow access to messages (connected tools).
If this setting is off, Meta will not deliver your direct messages to Callivox at all. The channel will connect and look healthy, but no conversations will arrive.

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Connect with Facebook

1

Open the dialog

Click + Connect channel, pick Instagram, and enter a Display name.
2

Log in with Facebook

“Log in with Facebook. When Facebook asks what to allow, grant BOTH the Facebook Page and its linked Instagram account — not just Instagram — then pick it here. No tokens or IDs to paste.”
3

Grant the Page and the Instagram account

In the Facebook popup, tick the Instagram account and the Facebook Page it is linked to. Granting only the Instagram account is the single most common failure — Callivox reaches Instagram messages through the Page, so it needs both.
4

Choose the account

Under Choose the Instagram account to connect, each row shows the handle and, underneath, the Page it comes through. Select the right one and click Connect.
5

Confirm

You will see the toast “Instagram connected”. Send a DM to the account from another Instagram profile to confirm messages arrive.

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If no accounts are listed

If the picker comes back empty you will see:
We couldn’t find an Instagram account on the Pages you granted. In the Facebook popup, allow the Facebook Page too (not just Instagram) — and make sure that Page has your Instagram professional account linked. Then try again.
Work through it in this order:
  1. Re-run the login and tick the Facebook Page as well as the Instagram account.
  2. Check the Instagram account is a professional account.
  3. Check the Instagram account is actually linked to that Page.

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Advanced: use your own Meta app

Open the advanced disclosure to enter credentials yourself: Then take the Callback URL and Verify Token from the Almost done! panel into your Meta app under Instagram → Webhooks, subscribe to the messages and messaging_postbacks fields, and make sure the app has the instagram_basic, instagram_manage_messages, pages_manage_metadata and pages_messaging permissions.

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Next steps

WhatsApp

Connect a WhatsApp Business number.

Managing channels

Reconnect a channel whose permissions have lapsed.