The Messenger integration covers both Facebook Messenger and Instagram direct messages. One connection brings messages from your Facebook Page and from the Instagram account linked to it into your inbox, where the AI assistant can answer them.
Before you start
- Your salon is on the Accelerate or Ultimate plan.
- You're a Super Administrator or the Owner.
- You manage your salon's Facebook Page with your Facebook account.
- For Instagram: your Instagram account is a professional account and is linked to that Facebook Page.
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Step 1 of 5
Open Integrations
Go to Settings › Integrations and find Messenger. You can use Filter by category and pick Conversations.
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Step 2 of 5
Click Connect
On the Messenger card, click Connect. You're taken to Facebook.
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Step 3 of 5
Choose your Page and allow access
Sign in to Facebook, select the Page or Pages you want to connect, and allow the requested permissions. Softalon asks to read your Pages, manage Page messages, and read and manage Instagram messages.
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Step 4 of 5
Return to Softalon
Facebook sends you back to Softalon. Softalon finds the Instagram account linked to each Page and starts receiving messages for both.
You will see:The Messenger card shows Disconnect instead of Connect.
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Step 5 of 5
Send a test message
Message your Page on Messenger, or your Instagram account by DM, from another account. Then open Conversations.
You will see:The message appears in the inbox, and the assistant replies if it's turned on.
How replies work on Messenger and Instagram
- Replies go back on the same app the client used. A client who wrote on Instagram gets the answer on Instagram.
- The assistant may split a longer reply into up to 3 shorter messages, like a person would.
- Messages from both apps follow the same assistant settings.
If something is off
No pages found associated with your account
Facebook didn't share any Page with Softalon. Connect again and make sure you select your Page in the Facebook window. If your Page is managed in Meta Business Manager, check that your account has full access to it.
Messenger works but Instagram DMs don't arrive
The Instagram account must be a professional account linked to the Facebook Page you connected. Link it in your Page or Instagram settings, then disconnect and connect Messenger again so Softalon picks it up.
One or more connections are unhealthy
Softalon can no longer reach your Page, for example after a password change or removed permissions. Click Disconnect and connect again.
Common questions
No. Instagram DMs come in through the Messenger integration.