Messenger and Instagram

30. Messenger

Messenger can be part of makeo's omnichannel setup depending on plan and activation.

When enabled, makeo can help teams:

• View Messenger conversations.
• Handle live customer conversations.
• Use AI for draft suggestions or replies.
• Use the right persona or profile.
• Switch between AI help and manual handling.

Messenger should be explained as a channel that depends on plan, connection, and activation.

Plan access:

• Light does not include Meta Messaging.
• Business includes 1 connected Meta Business/Facebook Page. That one page can support Messenger and Instagram Direct if Instagram is attached to the page.
• Omni Pro includes unlimited connected Meta Business/Facebook Pages.
• The Messenger and Instagram Direct workspaces should not be treated as active until the customer has connected at least one Meta Business/Facebook Page.

30.1 Connecting Meta Through Facebook Login

Customers can connect Meta by using Facebook login where Meta connection is enabled.

Customer-friendly explanation:

"To receive Messenger conversations in makeo, you connect the relevant Facebook Page through Meta/Facebook login. Once the page is connected and permissions are approved, makeo can list the connected page and use it for Messenger workflows."

Typical flow:

1. The customer starts connection from makeo (Connect in the top bar or makeo Agent Settings → Connect) with Facebook Messenger or Instagram.
2. A login window opens for that channel.
3. The customer grants the required permissions.
4. makeo lists the pages/accounts available for that channel.
5. The customer selects which page/account to connect (one Facebook Page per login; more pages via Change page when available).
6. makeo stores the selected connection and enables live messaging, respecting plan limits (Business: 1 page; Omni Pro: unlimited). Messenger and Instagram on the same Facebook Page share one plan slot.
7. Conversations can be synced or handled in the unified inbox where enabled.

In Connect, makeo shows Messenger and Instagram Direct as separate channel rows when both are available on a connected Meta page. Removing Instagram disconnects that Instagram account and deletes its makeo conversations. Removing Messenger (or unchecking a page in Change page) disconnects the Facebook Page when it is no longer used and clears related Messenger conversations in makeo. Removing Messenger also removes Instagram for the same Facebook Page.

30.2 What Meta Connection Enables

Meta connection can enable:

• Listing connected Facebook Pages.
• Receiving Messenger conversations.
• Importing or syncing Messenger threads.
• Viewing Messenger conversations in makeo.
• Sending replies in Messenger where enabled.
• Testing Messenger AI replies.

Social channel auto-reply and persona settings are managed under makeo Agent → AI (not in the Messenger / Instagram / LinkedIn chat header). The Messenger/Instagram auto-agent sends replies on the correct channel (Messenger or Instagram Direct). Replies longer than Meta's character limit are split into multiple chat messages instead of being cut off.

When a visitor asks to be contacted, get a callback, a demo, or similar follow-up on Messenger or Instagram Direct, makeo can capture the conversation as a lead. Lead intent uses multilingual AI over the full thread history (not only the latest message). The structured flow collects name, email, and phone (all required), then asks whether the visitor contacts on behalf of a company; if yes, it also collects the company name. Captured leads appear in Growth Hub under Messenger or Instagram.

During Facebook login, makeo connects the selected Facebook Page for live inbound messages. If the AI model cannot produce a full reply, the auto-agent sends a short safe fallback message instead of leaving the visitor without a response.

The exact available actions depend on plan, permissions, Meta approval, and product activation.

30.3 Permissions And Expectations

Messenger integration depends on Meta permissions and the customer's access to the Facebook Page.

Customers should understand:

• They must have access to the Facebook Page they want to connect.
• Facebook/Meta may require permission approval.
• If permissions are cancelled or incomplete, the connection may fail.
• If no page is available, makeo cannot import Messenger conversations.
• The integration may need reconnecting if the Facebook connection expires or permissions change.

makeo should explain Meta errors in plain language and guide the customer to reconnect or grant permissions again.

31. Instagram Direct

Instagram Direct can be part of makeo's omnichannel setup depending on plan and activation.

When enabled, makeo can help teams:

• View incoming Instagram messages.
• Handle customer conversations in a shared workspace.
• Use AI for response suggestions.
• Keep brand tone consistent.
• Take over manually when needed.

Instagram Direct should be explained as a channel that depends on plan, connection, and activation.

Instagram Direct is also related to Meta setup. In many business setups, Instagram messaging depends on the Instagram Business Account connected to a Facebook Page.

Customer-friendly explanation:

"If your Instagram Business Account is connected to the Facebook Page you authorize, makeo can use that Meta connection as the foundation for Instagram messaging workflows where the feature is enabled."