Connect your Facebook and Instagram

Updated 1 week ago by Marija

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.

How a 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.

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 access to 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 correspond to the very first time a Facebook page has been integrated.

Please note that the import can only be done once.

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:

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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