How do I connect Facebook Messenger?

Connecting Messenger links one of your business's Facebook Pages to a Peakify inbox, so the messages people send that Page on Messenger come to Peakify. Each Page gets its own inbox, named after the Page.

Messenger is being turned on account by account. If you do not see a Connect Messenger card, it is not on for your account yet. Message us and we will tell you when it is.

Connect your Page

1. Go to Settings, then Connections, then Add inbox.
2. Click Connect Messenger.
3. Click Continue with Facebook. A window hosted by Facebook opens.
4. Sign in as someone who manages your business Page, choose the Page, and allow Peakify CX to manage its messages.
5. If you shared one Page, it connects straight away. If you shared more than one, Peakify lists them: click Connect next to the one you want, and confirm once more in the Facebook window.

Right after connecting you are asked who should be able to answer these chats. Pick teammates now, or add people later from the inbox's own settings.

If it says the Page is connected to another account

A Page can only be connected to one Peakify account at a time. If someone connected it to a different Peakify account, disconnect it there first, then try again. Nothing is changed when this happens.

Connecting the same Page again

If you connect a Page your account already has, Peakify refreshes its Facebook permission on the existing inbox instead of making a second one. Do this if Facebook asked you to sign in again, or if messages stopped arriving after someone changed the Page's admins.

Replying on Messenger

When you reply in a Messenger conversation in Peakify, the person gets your reply on Messenger, from your Page. Files you attach are sent too. If your AI is turned on for this inbox, it can answer Messenger messages the same way it answers your other channels.

Facebook lets you and the AI reply for 24 hours after the person's last message. While that window is open, the reply box shows 24h window open. Once it has closed, the reply box says so, and a reply you send is not delivered: it shows Window closed. You can reply again as soon as the person writes to you.

If a reply shows Reconnect needed, Facebook no longer accepts your Page's connection, often after a Page admin changed their password or removed Peakify CX. Connect the same Page again, as described above.

If a reply shows Not reachable, the person has blocked your Page, deactivated their Facebook account, or turned on a setting that stops messages from reaching them. There is nothing to reconnect: they can reply again once they are ready to hear from your Page.

If a reply shows Page restricted, Facebook has temporarily limited your Page from sending Messenger messages. Reconnecting will not fix this. Check your Page in Meta Business Suite, or message us if it does not clear on its own.

Turn off Facebook's own automatic replies

Facebook Pages can send their own Instant Reply and Away Message automations from the Page's own settings, separate from Peakify. Turn both off before connecting Messenger to Peakify. Facebook has no way to tell one of those automated replies apart from a message your team typed in the Page's inbox, so if one fires, Peakify treats it exactly like a teammate reply: the AI stands aside on that conversation the same way it does after any teammate reply.

If the Facebook window doesn't open

Ad blockers, tracking protection, or a strict company firewall can stop the Facebook sign-in window from loading. Try a different browser or network, and turn off ad blockers for the page. If it still will not connect, message us and we will help.