Connect Facebook & Instagram
Connect your Facebook Page and Instagram account so Messenger and Instagram DMs arrive in the Inbox, each new conversation creating a contact and a follow-up task.
Where it is
Settings for this
- Integrations → Inbox, SMS & phone — Auto-create contacts, AI employee on Messenger & Instagram, follow-up tasks
- Open Integrations → Facebook & Instagram.
- Press Connect Facebook. In Facebook, choose the Page and Instagram account to link.
- Back here, Connected channels lists Facebook Messenger and Instagram Direct with their state. Send a test DM to see it arrive in the Inbox.
Reconnect / add Page adds another Page or fixes an error. Disconnect stops new messages coming in.
What happens when a message arrives (create a contact, AI reply, follow-up task) is set under Integrations → Inbox, SMS & phone. See SMS, calls and customer notifications.
If something's not right
- Messages from real customers don't arrive: Meta only delivers messages to approved apps. Until approval is complete, only Pages whose admins are testers on the app receive them. Ask BuildTrack support.
- A channel shows Error: press Reconnect / add Page.