Setting Up Facebook Messenger

Updated Dec 15, 2025

Connect your Facebook Page to receive and respond to Messenger conversations in Helplane.

> Coming Soon: Facebook Messenger integration is currently being finalized. We're completing the Meta App Review process to ensure a seamless experience. Check back soon!

Prerequisites

Before setting up Facebook Messenger, you'll need:

A Facebook Page for your business
Admin access to the Facebook Page you want to connect

Connecting Your Facebook Page

Once the integration is available:

Go to Settings in the left sidebar
Select Integrations
Find the Facebook Messenger card
Click Connect Facebook Page
You'll be redirected to Facebook to authorize Helplane
Select the Facebook Page you want to connect
Grant the requested permissions
You'll be redirected back to Helplane

That's it! Your Facebook Page is now connected and messages will appear in your Helplane inbox.

What Happens Next

Once connected:

New Messenger conversations will appear in your inbox automatically
You can reply to customers directly from Helplane
Webhooks are configured automatically - no manual setup required
Your Page Access Token is securely stored and managed by Helplane

Disconnecting Your Facebook Page

If you need to disconnect your Facebook Page:

Go to Settings > Integrations
Find the Facebook Messenger card
Click Disconnect

Important Notes

24-Hour Messaging Window Facebook restricts businesses to respond within 24 hours of the last customer message. After that, you'll need to use approved message templates.

One Page Per Brand Each Helplane brand can be connected to one Facebook Page. If you have multiple Pages, create separate brands for each.

Troubleshooting

Authorization failed

Make sure you have admin access to the Facebook Page
Try logging out of Facebook and logging back in
Clear your browser cache and try again

Messages not appearing

Check that you selected the correct Facebook Page during setup
Verify the connection is still active in Settings > Integrations
Send a test message to your Page from a different Facebook account

Cannot send replies

Ensure you're within the 24-hour messaging window
Check that the conversation hasn't been closed on Facebook's end