Facebook & Instagram Inboxes

Seamlessly integrate Facebook and Instagram with LimeChat to manage all social media conversations from a single Helpdesk.

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Prerequisite to add Facebook/Instagram Inbox​

1. Make sure you have a public Facebook page with admin access.

2. Optional for Instagram

Skip this if you're not adding an Instagram Account Inbox

• Make sure your Instagram Account is an Instagram Business Account (Follow this link)

• Make sure your Instagram Business Account is connected to your Facebook page, which you'll add to the LimeChat dashboard.

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Steps to Integrate Facebook and Instagram

1

Go to Settings > Inboxes > Add Inbox

2

Click on Facebook / Instagram

3

Click on Continue with Facebook / Instagram

4

You will be redirected to a new pop-up where you will be asked to share permissions to share the information related to your account. Select all the Instagram pages you need to be integrated and click on Next.

5

Select all the required Facebook pages where the bot must be integrated and click on Next.

Make sure the Facebook page is selected where the Instagram account is linked.

For example, FB page 1 and FB page 2 are two Facebook pages. FB page 1 is the main page where the bot needs to be installed and FB page 2 is the page where the Instagram account is linked. Then both the pages FB page 1 and FB page 2 must be selected.

It is a mandatory requirement to select the FB page where the Instagram account is linked.

6

Make sure all the permissions are granted and click on Done

7

Once the above steps are completed the user will be redirected back the to the CRM. Under Choose Pages (Multiselect), select the required facebook page/s where the chatbot has to be integrated from the dropdown

8

Under Choose Instagram Accounts (Multiselect), select the required Instagram account/s where the chatbot has to be integrated from the dropdown

All pages and accounts selected in steps 6 and 7 must be selected here as well.

9

Click on Create Inbox. Facebook and Instagram are now added as Inboxes and all the comments/DMs, etc. will flow to Limechat’s dashboard

10

Add collaborators to the created inbox, please note that the collaborators for DMs and comments can be different.

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FAQ'S

Can I add multiple Facebook pages and Instagram accounts to the same inbox?

Yes, you can select multiple Facebook pages and Instagram accounts during setup. Ensure all selected accounts are linked correctly in both the permissions step and the final selection dropdown

What happens if I don’t select the Facebook page where my Instagram account is linked?

The integration will fail because the system requires the linked Facebook page to authenticate and pull data from your Instagram Business Account.

Can I grant different permissions for DMs and comments to different team members?

Yes, LimeChat allows you to add collaborators with separate access levels for DMs and comments after the inbox is created.

What should I do if I don’t see my Facebook or Instagram account in the dropdown selection?

Ensure you have granted all necessary permissions during the integration process and that your Instagram account is correctly linked to your Facebook page. You may also need to refresh your Meta Business settings

What should I do if the chatbot is not responding to messages or comments?

Verify that the Facebook page and Instagram account are correctly linked, check your chatbot settings in LimeChat, and ensure that Meta’s API is not experiencing any downtime.