Social Media: Connect Facebook and Instagram to GorgiasUpdated 2 hours ago

Connect your Facebook page and Instagram business account to Gorgias so your team, including AI Agent, can manage social conversations, comments, mentions, and direct messages from the helpdesk.

Before you start

• Set up a Facebook business page for your brand
• Set up a professional Instagram account
• Add an Instagram account to your Meta business portfolio
• Connect your professional Instagram account and a Facebook page

Connect Facebook and Instagram to Gorgias

If your brand has a Facebook business page and a professional Instagram account, you can integrate them with Gorgias by adding the Facebook, Messenger & Instagram app from the Gorgias app store. Once you install the app to your helpdesk, agents can reply to posts, comments, mentions, ad replies, Messenger messages, and Instagram DMs from the helpdesk.

Install the Facebook, Messenger & Instagram app to Gorgias

To connect Gorgias with Facebook and Instagram, you'll need to log in to the Facebook profile that has access to the business portfolio that manages your Facebook pages and Instagram accounts. If your profile manages multiple Facebook pages, you can select the ones you'd like to connect to Gorgias.

Once connected, you can optionally import 30 days of Facebook posts and comments history as closed tickets. You can import once, and the included data will be from the 30 days prior to connecting the app to Gorgias. Instagram history is not imported.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select App store.
3. Search for and select Facebook, Messenger & Instagram.
4. Click Login with Facebook in the top-right corner.
5. Sign in to the Facebook account that has access to your Facebook business page.
6. Accept all the requested permissions. You'll be automatically redirected to Gorgias.
7. On the Facebook Pages setup screen in Gorgias, click the toggle next to each page you want to manage in Gorgias.
8. Under Choose the Facebook channels you want to use to communicate with your customers, select which Facebook and Instagram activity should appear in Gorgias as a ticket.
9. Under Import your Facebook data, select Import 30 days of history (posts and comments) as closed tickets if you want your recent history in Gorgias.
10. Click Save changes.

Connect your Instagram professional account

Instagram DMs, comments, mentions, and ads are managed through the same app as your Facebook activity. Your Instagram professional account must be in the same business portfolio as your Facebook page, and linked to the Facebook page that's connected to Gorgias.

If you linked your Instagram account to your Facebook page before installing the app, Gorgias adds it automatically when you select that page.

If your Instagram isn't already connected to your Facebook page, refer to Meta's documentation on connecting Instagram and Facebook:

• Set up a professional Instagram account
• Add an Instagram account to your Meta business portfolio
• Connect your professional Instagram account and a Facebook page

Once your Instagram account is connected to your Facebook page, follow the steps below to reconnect the Facebook, Messenger & Instagram app and bring your Instagram activity into Gorgias:

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select Facebook, Messenger & Instagram.
4. Select your Facebook page from the list.
5. Click Reconnect in the top-right corner.

Manage which types of activity create tickets

You can decide which types of messages and activity are brought into Gorgias as tickets.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select Facebook, Messenger & Instagram.
4. Select your Facebook page.
5. Under Facebook, check the box next to the options you want to receive tickets for.
6. Under Instagram, check the box next to the options you want to receive tickets for.
7. Click Save changes.

Assign Facebook pages to a store

If you manage multiple stores in one helpdesk, assign each Facebook page to the store it belongs to so tickets appear with the appropriate store context.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Workspace, then select Store.
3. Select a store from the list.
4. Select the Channels tab, then click Facebook, Messenger & Instagram.
5. Click Assign Facebook, Messenger & Instagram and check the boxes next to the Facebook pages associated with the store.
6. Click Save changes.

Set up an auto-responder

You can enable an auto-responder on Facebook Messenger that responds to a customer's first message with an estimated response time from your team. During your business hours, Gorgias sends your chosen auto-response after 30 seconds without a reply from an agent. Outside your business hours, Gorgias tells customers when they can expect a response based on your operating schedule.

If AI Agent is enabled on Messenger, it will respond instead of your auto-responder.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select Facebook, Messenger & Instagram.
4. Select your Facebook page from the list.
5. Select the Preferences tab.
6. Click the toggle next to Enable auto-responder.
7. Select the auto-response you'd like customers to receive during business hours.
8. Click Save changes.

Add the Messenger Customer Chat plugin to your store's website

If you'd like to use Facebook Messenger as the chat support option on your store's website, add the Messenger Customer Chat plugin to the <body> tag of your website's HTML. If the customer leaves your site mid-conversation, the conversation continues in Messenger.

1. From your helpdesk, click the  Settings icon in the bottom-left corner.
2. In the menu, locate Apps, then select Installed apps.
3. Search for and select Facebook, Messenger & Instagram.
4. Select your Facebook page from the list.
5. Select the Customer chat tab.
6. Copy the code, then paste it to your website's HTML before the closing </body> tag.
7. Ensure your website domain is whitelisted.

Limitations

• A human agent can only reply to Facebook Messenger and Instagram DM tickets in Gorgias if the last customer message was sent less than 7 days ago. AI Agent can only reply within 24 hours of the last customer message. If you miss the window, you can always respond directly on Facebook or Instagram, and the message will be imported into the Gorgias ticket. If the customer replies, the reply window re-opens.
• You can only "Like" or "Unlike" messages via Gorgias. The "Love," "Care," "Haha," "Wow," "Sad," or "Angry" reactions aren't available.
• You can only reply to top-level Facebook and Instagram comments, not replies to replies.
• Facebook groups cannot be connected.
• A comment that was auto-hidden on Facebook will appear in Gorgias without any indication that it's been hidden.

FAQ and troubleshooting