Connect your social channels - Facebook & Instagram

Updated 2 days ago by Marija

Connecting your Facebook business page 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 to connect Facebook business page

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.

Integration setup:
  1. Settings > Integrations > Facebook, Messenger & Instagram
  2. Hit the "Log in with Facebook" button in the top right corner.
    Note: Make sure that you are logged in with the correct Facebook account.
    This should be your Facebook private account, under which you have Admin, Editor or Moderator access to the pages. But only the page information will be pulled.
  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, Instagram ad comments, Facebook recommendations, Instagram mentions. Just don't forget to save your changes! :)

We now support carousel posts and comments on carousel posts too!

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:

Now, whenever your customer contacts you via Messenger, comments on one of your Facebook posts or Instagram page - we will create a ticket in Gorgias and you can respond directly from your helpdesk, just as you would for any other ticket.

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

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


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