Set up the Facebook & Instagram channel on an inbox queue or shared inbox

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Connect your inbox queue(s) or shared inboxes to Facebook Messenger or Instagram to reach more customers, gather rich data for analysis and growth, and optimize agent performance by enabling them to handle conversations in one central place. Available for Core and Complete only.

Before you begin: You must be set up as a user and be assigned the admin role for Contact Center or Customer Engagement. Make sure you have set up an inbox queue and have a Facebook account with at least one business page. For Instagram, you will also need an Instagram business account connected to a Facebook page. Visit Facebook or Instagram if you need help with your account setup, login, or pages.

Sign in to the desktop or web app.
Depending on your product, select either Contact Center > Inbox queues or Engage > Shared inboxes, and then select the inbox queue/shared inbox you want to edit.
From Channels > Facebook & Instagram > Enable Messenger via Facebook Pages and Instagram, select Connect/Manage.

Note: If you have never set up Facebook/Instagram for your inbox queues/shared inbox, it will say Connect. If you have previously linked Facebook to your inbox queues/shared inbox, it will say Manage.
From the pop-up window:
1. Log in to Facebook if setting this up for the first time, otherwise select Edit Settings.
2. If using Instagram, choose the desired Instagram account to link. If you see Link Account instead of a list of accounts, it's because you do not have a business account or it has not been connected to a Facebook page. Both steps need to be done before you can continue.
3. Select the page(s) you want available for your inbox queue(s)/shared inbox. If you see Create a page instead of a list of pages, it's because you do not have a Facebook page available. One will need to be created before you can continue.
4. Select Next.
5. Make sure all permissions are enabled. Removing any permission may break the integration.
6. Select Done > OK when finished.
Result: This will take you back to your inbox queue/shared inbox settings page. If it does not happen automatically, refresh the app to load the list of Facebook pages. These will now display for all inbox queues/shared inboxes.
From Facebook Pages, enable a page from the Connected field to make it available for agents in this inbox queue/shared inbox.

Note: You can connect multiple pages to a single queue and you can also connect the same pages to multiple queues.
Select Save when finished.

What to do next: Ensure your CC agents know how to use the inbox queue in their agent dashboard or that your CE team members know how to use the shared inbox.

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