Messenger
Facebook Page messages, in the same workspace.
Messages sent to your Facebook Page arrive in the shared Inbox, with the same assignment, notes and Tags as every other channel. We set Messenger up with you, and replies to the public depend on Meta's approval.
Illustrative demo with fictional data.
In the Inbox
Page messages, handled like any thread.
People who message your Page become conversations your whole team can work.
Your team sees a flag, not a silent gap.
- Messages from your Page
- Everyone who messages your Facebook Page appears as a conversation in the Inbox, marked as Messenger.
- Images and files inline
- Attachments show up in the thread, so nobody has to leave BlendDesk to see them.
- Unsupported formats, flagged
- If a customer sends something the thread can't show, your team sees a note pointing to the Messenger app instead of a silent gap.
- The same teamwork tools
- Assignment, Private notes, Tags and Saved replies work exactly as they do on every other channel.
Set up with our team
How the setup works.
Messenger runs through Meta's platform, so setup has a few more people in it than live chat or email.
- 1
Put your Page in a Business Portfolio
YouUse a real Facebook account with two-factor authentication, create or choose a Meta Business Portfolio, and make sure it owns the Page.
- 2
Give our team access
YouInvite our team to your portfolio so we can set things up. The assets stay in your name.
- 3
We create the connection
Our teamWe create a Meta app inside your portfolio and connect your Page to your Inbox. Your Meta app, your Page, your data.
- 4
Meta reviews public replies
MetaMeta needs to approve Advanced Access for Page messaging before replies reach the public. Review times are Meta's, not ours.
- 5
Test, then go live
TogetherWe test with your team, tell you where approval stands, and switch the inbox on.
Availability
Replies to the public depend on Meta.
Meta only lets an app reply to the public once it has Advanced Access for Page messaging, which requires App Review. We'd rather you hear that from us first.
- What this means
- Until approval covers your setup, replies to customers outside your team may fail, even though their messages arrive.
- What we do
- We tell you where approval stands before you plan around Messenger, and we handle the setup with you.
- What it doesn't affect
- Live chat and email involve no Meta review at all.
Messenger questions
Do I need a Facebook Page?
Yes. Messenger conversations are messages sent to your Facebook Page, and the Page should be owned by your Meta Business Portfolio.
Can I use Messenger today?
We can connect your Page and test it with you. Replies to the public depend on Meta's approval, so we'll tell you honestly where yours stands.
Who owns the Meta app?
With the setup we use, the Meta app lives in your Business Portfolio, so you own it and we work with the access you grant.
What if a customer sends something the thread can't show?
The thread flags it as unsupported and points your team to the Messenger app to view it.
Can Scout reply on Messenger?
Scout can be assigned to a Messenger inbox once it's connected. It answers only from knowledge you approve and hands over to your team otherwise. It needs an AI provider configured for your installation.
Bring your customer conversations together.
Tell us a little about your team. We'll show you how BlendDesk could fit the way you already talk to customers.