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Connect your Facebook and Instagram

Connecting your Facebook and Instagram business pages is just a couple of clicks away! You can add one or multiple pages to Gorgias and manage these social conversations right from your helpdesk.

How it works

For the connected Facebook and Instagram pages, we will create a ticket in Gorgias whenever your customer posts on your wall, comments on one of your posts, or sends a direct message to your inbox.


What the ticket will look like in Gorgias:


How your reply will appear to your customers:

Every comment on that same post will create a separate ticket, from where you have options to hide, like/unlike and respond to those comments from your dashboard.

Each posting customer will have a unique Facebook ID and you will be able to see every previous post/message from that same user under ticket history. If the same customer communicates with you through the Facebook channel and via email or chat you will have the option to merge users and keep every communication with that customer in one place.

When you respond to a ticket, your response will be visible to the customer on Facebook, and also to your team on the Facebook Messenger app. The message will remain as unread in Facebook, however this will not impact the Facebook response time from saying something like "typically replies in x minutes".

If you respond via Messenger or comment through your Facebook page directly, those responses will still come into Gorgias and the sender will show as Gorgias Bot. This is an alias used when the response was done through Facebook or Messenger or Instagram directly, so it usually signifies that one of your agents replied.


We now support carousel posts and comments to carousel posts as well!
Due to Facebook's update, you can only reply to Facebook Messenger tickets from Gorgias if the last customer's message in the ticket was sent less than 7 days ago. An agent will not be able to reply after 7 days.


Setup instructions


Before we begin

To integrate your Facebook page, you need to have one of the following user roles on the page: Admin, Editor or Moderator. Please note that, if you don't have one of the mentioned user roles, you will not be able to activate the integration and you'll find a warning displayed as shown below:


The minimum required permissions that we need to display the FB pages on the onboarding page are the following:

  • Show a list of the Pages you manage
  • Read content posted on the Page
  • Manage accounts, settings, and webhooks for the Page

If all of these minimum required permissions aren't granted, you will not be able to activate the integration displaying the following warning:


If none of them are granted, you won't be able to see any of the pages on the list, it'll be completely empty.

If the agent who added the page to Gorgias no longer has admin permissions on the page, you’ll need someone else to re-authorize the page on your Gorgias account. For more details on the permissions that you'll need to arrange, please scroll to the bottom of this article.
Lastly, Facebook recently made a breaking change to their handover protocol features. Please check your Facebook settings to ensure that the set up for hand-over protocol is as per this guide here.


Integration setup
  1. Settings -> Integrations -> Facebook, Messenger & Instagram
  2. Make sure that you are logged in with the correct Facebook account and then hit the "Log in with Facebook" button in the top right corner. This should be a Facebook account where you have Admin, Editor or Moderator accessto the pages. Only the page information will be pulled.
    The best way to make sure is to use 'incognito mode' -> login to Gorgias -> Settings -> Integrations -> Facebook -> press "Login to Facebook" and you will be prompted to log into your Facebook account. If you are indeed logged in with the correct account, but the pages are still not showing up, please follow the troubleshooting steps here.
  3. Authorize the Gorgias app on Facebook
  4. Select the page you want to add
  5. Choose your import settings
  6. Click "Add page"

Once finished, you will see the following settings page:

Here you can check the channels you wish to use: Messenger, Facebook comments and/or Instagram comments, Facebook and/or Instagram ad comments, Facebook recommendations etc. Just don't forget to save your changes 👍

We do not currently support comments from dynamic ads, IGTV, or Instagram Reels.

You can import 30 days of history (posts and comments) as closed tickets. Our import calculates the oldest facebook post to import from the integration creation date. One thing to note is that the integration creation date corresponds to the very first time a Facebook page has been integrated.

Please note that the import can only be done once and also only applies to Facebook and not Instagram.
How to connect your Instagram business account to your Facebook business account?

You will need to connect your accounts both on Facebook and Instagram.

Facebook

To an Instagram account from your Facebook Page:

  1. Open your Facebook Page.
  2. Select Settings from the left menu.
  3. Select Instagram.
  4. To add an Instagram account to your Page, select Connect Account. Make sure the "Allow access to Instagram messages in Inbox" is toggled on and then click Continue. Enter your Instagram account's Username and Password, and select Log in.

Instagram

To link your Instagram account and Facebook profile:

  1. Tap instagram-user-profile or your profile picture in the bottom right to go to your profile.
  2. Tap three lines stacked on top of each other in the top right, then tap a symbol circle gearSettings.
  3. Tap Accounts Center at the bottom, then tap Set Up Accounts Center.
  4. Tap Add Facebook account and log in to or select the account you want to connect.
  5. Tap Yes, finish Setup.

Select whether you want to sync your profile photo, then tap Continue.

App Permissions

Facebook Messenger permissions

To enable Messenger, you will have to grant Gorgias the following permissions:


  • Manage and access page conversations in Messenger
  • Send messages from pages you manage at any time after the first user interaction
  • Show a list of the pages you manage
  • Manage and access your page's messaging conversations
  • Read content posted on the page
  • Manage accounts, settings, and webhooks for the page
Facebook post permissions

To enable Facebook posts, comments and the ad comments feature, you will have to grant Gorgias the following permissions:

  • Show a list of the pages you manage
  • Read content posted on the page
  • Manage accounts, settings, and webhooks for the page
  • Read user content on your page
  • Create and manage ads for your page
  • Create and manage content on your page
  • Manage comments on your page
Instagram comments and mentions permissions

To enable Instagram comments and Instagram mentions, you will have to grant Gorgias the following permissions:


  • Manage your business
  • Access profile and posts from the Instagram account connected to your page
  • Manage comments for the Instagram account connected to your page
  • Show a list of the pages you manage
  • Read content posted on the page
  • Manage accounts, settings, and webhooks for the page
Instagram ads permissions

To enable Instagram ads, you will have to grant Gorgias the following permissions:


  • Manage your business
  • Access profile and posts from the Instagram account connected to your page
  • Manage comments for the Instagram account connected to your page
  • Show a list of the pages you manage
  • Read content posted on the page
  • Manage accounts, settings, and webhooks for the page


Please note that not granting all of the required permissions for a certain feature will show it as disabled and you will not be able to enable it, just like in the screenshot:

Limitations

Facebook
  • Facebook doesn’t yet allow the creation of a reaction other than 'like' using its API. So, from Gorgias, it is only possible to like or unlike a comment for now.
  • In order to protect our infrastructure, we are limiting the rate of Facebook reactions coming into our system. This may lead to some inaccuracies between what we are displaying and the reactions on Facebook at the moment.
  • For now we can only reply to top comments on posts only, but not comments on comments left by other customers. This is another current API limitation.
  • If you auto-hide comments on Facebook (based on keywords), that comment is pulled into Gorgias without any sort of notification or warning that the comment is previously hidden. This is a limitation in terms of Facebook API and we won't be able to receive any sort of indicators that these comments are already hidden by the Facebook native filtering system. 
Instagram comments
  • Comments from Reels and IGTV are currently not supported.
  • We can only pull in top-level comments for all types of Instagram posts. This means that, should a comment have a reply to it (a comment to a comment) we won't be able to fetch that reply.
  • For now, if a comment is deleted via Instagram directly, the same ticket in Gorgias will not be updated by this action as well.
  • If you hide instagram comments, bear in mind that it'll still be visible to the person that posted it even if you hide it, but not to any other Instagram users.
  • Note Please note that if there's the word 'hate' inside the Instagram comments, sadly, Instagram doesn't send any webhooks to Gorgias, so that specific comment will not be pulled to Gorgias as a ticket.
  • Liking an Instagram comment using Gorgias isn't an option just yet. However, you can like Facebook comments.
Instagram DMs
  • Replies are allowed within 7 days of the creation date of the message. Passed that date, you cannot respond to the direct message anymore.
  • Direct messages from one person go into the same thread. After setting a customer on one ticket their next DM will open a brand new ticket with the same IG username and without the customer data. You would have to merge the customer instead of setting them and only after that will the DMs all go into one thread.
  • If your Instagram direct message has more than 1000 characters it will not be sent as this is a current Instagram limitation.
  • It is not possible to repost Instagram posts or stories from Gorgias.
  • We do not yet support the following types of DM content:
  1. Real-time DMs
  • Reels
  • IGTV
  • Guides
  • Products
  1. History import DMs
  • GIF
  • Audio
  • Reels
  • IGTV
  • Guides
  • Products


For additional information on how Facebook integration works, please check our article on FB Comments here.

If you need assistance with troubleshooting Facebook integration, we have another article that can help.

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