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Facebook Messenger for customer service and follow-up

Connect your Facebook Page once, answer Messenger chats as a team alongside WhatsApp, Instagram and email, and follow up with personalised or scheduled messages that stay within Meta's messaging policies.

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Messenger conversation between a customer and a business Page. Page name and messages are sample data.

Short answer

Updated

OmniChannels.ai connects your Facebook Page through Meta's OAuth login, so Messenger conversations arrive in the shared Omni Inbox next to your other channels. Agents reply with text, media and attachments, chatbots and AI agents can answer routine questions, and you can send bulk, personalised or scheduled messages. Meta's rules apply: standard messages go out within 24 hours of the customer's last message.

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What Messenger does in OmniChannels.ai

A woman smiles at her phone while message bubbles from WhatsApp, SMS, Instagram, Messenger, Telegram and email float around her, with the Dubai skyline at dusk.

What Messenger allows a business to send

These rules come from Meta, not from OmniChannels.ai. They change, so confirm them in Meta's current Messenger Platform documentation.

ItemDetails
Who starts the conversationA person messages your Page first, for example from the Message button, an ad or a link to your Page's chat.
Standard messaging windowYou can reply and send follow-ups, including promotional content, within 24 hours of the person's last message.
Outside the windowMessages after the window closes need one of the mechanisms Meta approves for that purpose, each with its own conditions.
Bulk and scheduled sendsAllowed to people who have messaged your Page, as long as each message fits the window or an approved mechanism.
Page set-upThe greeting and Get Started button are configured on the Page and shown before the first message.

How to connect Messenger

Connecting a Page takes a few authorization steps on Meta's side; we guide you through them during onboarding.

  1. 1

    Check your Page access

    Make sure the person connecting has full control of the Facebook Page in Meta's Business tools.

  2. 2

    Authorize with Meta

    Log in through Meta's authorization screen inside the workspace and grant permission to manage the Page's messages.

  3. 3

    Set the greeting and Get Started button

    Write a short greeting and choose what happens when someone taps Get Started, such as a menu or a chatbot.

  4. 4

    Assign agents and automation

    Decide which agents work Messenger, which questions a chatbot or AI agent answers, and when it hands over to a person.

  5. 5

    Test with a real conversation

    Message the Page from a personal account, reply from the inbox and confirm media, handover and delivery statuses work as expected.

Who gets the most from Messenger in a shared inbox?

A good fit when

  • Customers find you on Facebook and ask about products, prices, delivery or bookings.
  • More than one person answers your Page's messages.
  • You already handle WhatsApp, Instagram or email and want Messenger in the same workspace.
  • You want a chatbot or AI agent to answer routine questions in Arabic and English.

Good to know before you start

  • You cannot message someone who has never contacted your Page.
  • Standard messages must be sent within 24 hours of the person's last message; later messages need a mechanism Meta approves, with its own conditions.
  • Bulk and scheduled sends only reach people who have already messaged your Page, so Messenger does not replace WhatsApp, SMS or email for large opted-in lists.
  • Meta can change Messenger policies and features at any time, and Page restrictions set by Meta also apply to messaging.

Facebook Messenger for business questions

What do I need to connect Messenger?

A Facebook Page and a person with full control of it in Meta's Business tools. They log in through Meta's authorization screen inside the workspace and grant permission to manage the Page's messages. No password is shared with OmniChannels.ai.

What is the 24-hour messaging window?

Meta lets a Page send standard messages, including promotional ones, for 24 hours after the person's last message. Each new message from the person opens the window again. After it closes, only messages that fit a mechanism Meta approves for that case can be sent, so check Meta's current documentation.

Can I send a broadcast to everyone who follows my Page?

No. Following or liking a Page does not allow you to message someone. Bulk, personalised and scheduled sends go to people who have messaged your Page, within the window or an approved mechanism. For campaigns to large opted-in lists, use WhatsApp, SMS, RCS or email.

Can a chatbot or AI agent answer Messenger chats?

Yes. Chatbots and AI agents built with BroadNet AI can answer routine questions in English and Arabic, use your systems to look up orders or bookings, and hand the chat to a human agent with the conversation history when needed.

Do Messenger chats appear with WhatsApp and Instagram in one place?

Yes. Messenger conversations arrive in the Omni Inbox alongside your other channels, with agent assignment and tags, so the team works from one workspace instead of switching between apps.

What is the Get Started button?

It is a button shown to people who open your Page's chat for the first time. Tapping it starts the conversation with a step you choose, such as a menu of topics or a chatbot greeting, which is often clearer than an empty message box.

Sources

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