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Connecting to Facebook Messenger

Let customers chat with your agent through your Facebook Page's Messenger. When someone messages your Page, your agent replies automatically.

The Messenger channel on the agent's Channels page The Channels page lists Messenger alongside your other channels — click Setup to begin.

What you need​

  • A Facebook account that manages at least one Facebook Page
  • The Page you want to connect (your agent replies on behalf of this Page)
  • Your agent trained and tested

How it works​

  1. You connect your Facebook Page to TAB
  2. Customers send a message to your Page on Messenger
  3. Your agent automatically responds
  4. Conversations are saved in your Customers section

Setting up Messenger​

Connecting Messenger is a two-step flow: first you log in with Facebook, then you pick which Page to connect.

Step 1: Go to Channels​

  1. Go to Agents and select your agent
  2. Click Channels
  3. Find Messenger and click Setup

Step 2: Log in with Facebook​

  1. Click Connect Messenger
  2. A popup opens with the Facebook login dialog
  3. Log in with the Facebook account that manages your Page
  4. Grant TAB permission to manage your Pages and their messages

Step 3: Choose your Page​

After you authorize TAB, a list of the Facebook Pages you manage appears.

Selecting which Facebook Page to connect Pick the Page your agent should respond on. You can connect more than one Page — each gets its own connection.

  1. Find the Page you want your agent to respond on
  2. Click it to connect
  3. TAB subscribes that Page to your agent
Multiple Pages

You can connect several Facebook Pages. Repeat the setup for each Page you want your agent to handle — every Page is configured independently.

Step 4: Verify connection​

Once connected, the Messenger channel shows:

  • Status showing "Connected"
  • Your Page name displayed (on the Account tab)

Step 5: Test it​

  1. Open the Messaging tab on the Messenger channel page
  2. Enter a recipient's PSID (Page-Scoped ID) and a short message, then click Send — or simply message your Page from another Facebook account
  3. Your agent should respond
  4. Check the Customers section to see the conversation
What's a PSID?

A Page-Scoped ID is the anonymous ID Facebook assigns to a person for your specific Page. You usually don't need it — the test box is just for confirming the connection works. In normal use, customers message your Page and your agent replies automatically.

Connection status​

Check your connection status in Channels:

  • Connected - Working properly, agent responds to Messenger messages
  • Disconnected - Not connected

If disconnected, run the setup flow again from the Channels page.

Managing Messenger conversations​

Where to find them​

All Messenger conversations appear in your Customers section, just like website chats, WhatsApp, and Instagram.

Identifying Messenger customers​

Customers from Messenger will show:

  • The channel as "Messenger"
  • The Facebook Page they messaged
  • The full conversation history

Response timing​

Your agent responds automatically - usually within seconds, day or night.

Tips for Messenger​

Set expectations​

Let customers know they're chatting with an AI. Your agent's introduction should be clear about what it can help with.

Keep answers concise​

Messenger is a mobile-first channel. Train your agent to give shorter, focused answers that are easy to read on a phone.

Limitations​

Currently not supported:

  • Taking over from the AI mid-conversation in real time (your agent can still escalate — see our Roadmap)
  • Image replies — your agent answers in text on Messenger, even when recommending products
  • Messages longer than 2,000 characters (long replies are automatically split or trimmed)

Images customers send are saved to the conversation and read by your agent, so a customer can attach a photo and ask about it.

Good for:

  • Text-based conversations
  • FAQ and support
  • Lead capture
  • Information requests

Disconnecting Messenger​

If you need to disconnect:

  1. Go to Channels > Messenger
  2. Click Remove Channel
  3. Confirm

Your agent stops responding on that Page. Past conversations remain in the Customers section. To reconnect, run the setup flow again.

Troubleshooting​

No Pages appear after logging in

  • Make sure your Facebook account is an admin of at least one Page
  • Confirm you granted all the requested permissions during login
  • Try the connection again and approve every permission prompt

Connection fails or the popup closes immediately

  • Allow popups for the TAB domain in your browser
  • Make sure you're logged in to the correct Facebook account
  • Try again — the login flow occasionally needs a second attempt if your session was stale

Agent not responding

  • Verify the connection is still active in Channels
  • Check your agent is trained and works in the Playground
  • Check you have conversation credits available

Next steps​