Learn how to connect your Meta Messenger channel to Frontline so you can handle Messenger conversations directly from your dashboard — with your AI Agents.
Availability
This integration is available on Premium, Scale, and Enterprise plans. It’s not available on Free or Starter.
⚠️ Before you start
To connect Messenger to Frontline, make sure you have:
A Facebook Page (Messenger only works through Pages, not personal profiles).
Access to the Meta (Facebook) account that manages that Page.
Admin permissions on the Page you want to connect.
Messaging enabled on the Page (Page Settings → Privacy → Messages → Allow people to contact my Page privately).
Tip: Make sure your Page’s inbox is active and your Meta account is verified to avoid connection issues.
🚀 Step-by-step setup
1) Access the Integration Section
Log in to your Frontline Dashboard.
Navigate to Integrations → Messenger.
2) Connect your Messenger account
Click Connect Account.
A Meta window will open. Log in with your Facebook profile that manages your Page.
Select the Page you want to connect and grant all requested permissions for messaging.
Confirm to finish.
3) Assign an AI Agent
Return to the Messenger Integration screen in Frontline.
From the dropdown, select the AI Agent you want to connect to that Page. (One agent per Page.)
4) Test the integration
From another Facebook account, send a message to the connected Page.
Check that the conversation appears under Conversations within your AI Agent.
Reply from Frontline and confirm that the message is delivered to Messenger.
✅ Best practices and limits
24-hour window: You can reply within 24 hours from the last user message to keep the conversation active.
Supported message types: Currently, only Direct Messages (DMs) are supported. Replies to comments, mentions, or posts are not yet available.
High-volume handling: If you expect a high message volume, set up Intents and Flows in your AI Agent for faster responses.
Access control: Limit who can disconnect or edit the integration by assigning roles in Frontline.
Managing your integration
From the Messenger Integration panel, you can:
View the connection status.
Identify the owner (who connected the Page).
See the connection date.
Edit the visible profile info on your AI Agent (description, support URL, etc.).
Disconnect the integration when needed.
Note: The Page name, profile picture, and other settings must be managed from your Facebook Page or Meta Business Suite.
Troubleshooting
Can’t see the Page when connecting: Make sure you’re an Admin of the Page and that you’re logged in with the correct Facebook profile.
Missing permissions: Reconnect and select All permissions when prompted.
Messages not received: Check Page Settings → Privacy → Messages and ensure messaging is enabled.
Authentication error: Disconnect and reconnect. Check if your Facebook session requires re-verification.
FAQs
Do I need a Facebook Page? Yes. Messenger works only with Facebook Pages, not personal accounts.
Which message types are supported? Currently only one-on-one Direct Messages (DMs). Replies to comments or posts are not yet supported.
Can I connect multiple Pages? Yes. Connect each one separately and assign an AI Agent to each.
Still have questions?
Reach out through the Help button or contact your CSM for hands-on guidance.