Reduce channel switching
Move between supported conversation sources without treating each channel as a separate support operation.
Facebook and Instagram conversations
Bring supported social conversations into one team workflow
Connect eligible Facebook and Instagram accounts, switch between supported conversation channels and give sales or support teams shared ownership of customer enquiries.
- Facebook and Instagram connections
- Channel-aware inbox
- Assignments, notes and customer context
Handle social enquiries without losing team context
Use the wider Implifie inbox workflow for supported social conversations while preserving the controls teams already use for ownership and collaboration.
Make ownership clear
Assign conversations so team members know who is responsible for the next response.
Keep internal context
Use notes and available customer activity to support a better handoff between team members.
Connect Meta channels
Start with the right Facebook Page and Instagram account
Select the eligible Facebook Page and its linked Instagram professional account before expecting social conversations or publishing workflows to appear.
Permissions, account type and Meta asset ownership can affect which pages and conversations are available.
- Connect an eligible Facebook Page
- Select its linked Instagram professional account
- Confirm the required Meta permissions
Consistent customer service
Use reviewed replies and internal collaboration across channels
Maintain reusable reply material for common enquiries and use internal notes when context should remain inside the team.
Channel rules and message capabilities can differ, so agents should review the destination before responding.
- Reusable response material
- Internal notes and assignment
- Channel-aware agent review
Connect, receive and route social conversations
- 1
Connect Meta accounts
Authorize the required Facebook permissions and select the relevant Page and linked Instagram account.
- 2
Open the shared inbox
Use channel-aware controls to review conversations from supported connected sources.
- 3
Assign and respond
Give the conversation an owner, review context and send an appropriate channel response.
- 4
Continue the customer journey
Use notes, CRM context and follow-up workflows where supported and relevant.
Give teams the controls needed for multichannel conversations
Channel switching
Review supported WhatsApp, Facebook and Instagram conversation sources.
Conversation ownership
Assign an eligible conversation to the responsible team member.
Internal notes
Preserve context that should not be sent to the customer.
Reusable replies
Use reviewed material for frequent questions.
Customer context
Reference available contact and activity information while responding.
Human handoff
Move conversations between teammates when a different owner or skill is needed.
Facebook and Instagram Shared Inbox FAQs
Which social channels does Implifie currently connect?
The current marketing and inbox workflow includes eligible Facebook Page and linked Instagram professional account connections alongside WhatsApp.
Do I need a Facebook Page to connect Instagram?
The supported Meta workflow expects the relevant Facebook Page and its linked Instagram professional account.
Can agents assign social conversations?
Supported inbox conversations can use the wider team ownership and assignment workflow where the channel integration provides the required conversation data.
Can we use internal notes for social enquiries?
Internal notes can preserve team-only context in the wider inbox workflow and are not intended as customer messages.
Why is a social account or conversation missing?
Check Meta permissions, Page ownership, the linked Instagram account, organization selection and whether the channel is supported for the current workflow.
Use this feature with the rest of Implifie
Connect conversations, customer context, campaigns and automation from the same workspace.
Start today
Bring social conversations into a shared customer workflow
Connect supported Facebook and Instagram accounts and give every enquiry clearer team ownership.