Connect Instagram and Facebook

Connecting Facebook and Instagram brings messages from your Facebook Page and your Instagram Business account into Bectify. One connection covers both. Only an owner or admin of the account can connect or disconnect them.

Once connected, your receptionist answers these messages automatically, unless someone on your team selects Take Over on the conversation.

Before you start

• You need to be an admin of the Facebook Page you want to connect.
• For Instagram, your Instagram Business or Creator account must be linked to that Facebook Page. If it isn't, only the Facebook Page connects.
• A Facebook Page can be connected to one Bectify account at a time.

Connect

1. Go to Settings › Integrations.
2. Under Channels, find the Facebook & Instagram card.
3. Select Connect.
4. A Facebook window opens. Sign in and follow the steps.
5. Back on the Integrations page, the message "Your Facebook and Instagram channels are connected." confirms it.

The card has one row for Facebook and one for Instagram. Each connected row shows the account name and the date it was connected.

If only Facebook connects

You will see "Your Facebook Page is connected. No linked Instagram Business account was found." The Instagram row reads "No Instagram Business account found".

1. Link your Instagram Business or Creator account to your Facebook Page.
2. Return to Settings › Integrations and connect again.

Other messages you may see

• "No Facebook Pages were found for that account." Make sure you're an admin of the Page, then try again.
• "This Facebook Page is already connected to another Bectify account." Disconnect it there first.
• "Connection cancelled. No changes were made." The Facebook window was closed before finishing. Select Connect again.
• "This channel needs to be reconnected." Select Reconnect on the card.

Replying after 24 hours

Messenger and Instagram don't allow a free-form reply once a customer has been silent for more than 24 hours. If you try, the message is not sent. See "The 24-hour messaging window".

Disconnect a channel

You disconnect Facebook and Instagram separately.

1. Go to Settings › Integrations.
2. On the row you want to remove, select Disconnect.
3. When asked "Disconnect this channel?", select Yes, disconnect.