How Meta conversations are connected

Facebook Messenger and Instagram messaging share the workspace's active Facebook integration and Meta communication channel. Inbound provider events can create or update a Conversation, correlate the Contact by the provider-scoped identity, and mark the conversation unread.

The connected Page name is the author identity shown for outbound Meta events. Provider echoes and retries are reconciled against the saved Meta message ID so the same remote message is not added repeatedly.

Before replying

1. Open Settings > Integrations and confirm Facebook is connected to the intended Page.
2. Resolve any Needs attention message. If Fix Webhook is offered, an authorized integration manager may run it; this updates the external Page subscription.
3. Open Conversations and select the Meta conversation. A thread whose latest message is Meta activates the Meta composer even when the Contact also has a phone or a consolidated conversation uses another primary channel.
4. Confirm the destination is the intended Messenger or Instagram identity.

Send a Meta reply

• Meta is text-only and has a 1,000-character Crewvana limit.
• Attachments are disabled and rejected by the server.
• Scheduled Meta messages are not available.
• Press Enter to send or Shift+Enter for a newline.

A provider-confirmed sent status is preserved, but acceptance does not prove the customer read the message. Send only to an authorized customer conversation.

Required Meta configuration

The external Meta setup must support the connected Page and app:

• Page webhook fields include messages, message_echoes, messaging_postbacks, standby, and leadgen;
• the selected Page installs the app with the supported fields;
• Messenger requires the applicable pages_messaging, pages_manage_metadata, and pages_read_engagement access; and
• Instagram messaging requires the applicable instagram_basic, instagram_manage_messages, and pages_manage_metadata access.

Meta App Review, Advanced Access, business verification, Page roles, account relationships, field subscriptions, and provider policy remain external. Crewvana cannot grant or bypass them.

Troubleshooting

• No Meta conversation appears: confirm the Page/Instagram identity is connected and that the provider sent a supported inbound event. Historical reconciliation does not create realtime unread notifications.
• Wrong Page name appears: confirm the active Facebook integration and selected Page; older events may resolve the Page name from the current connected account when it was not stored originally.
• Duplicate-looking events: compare the provider message ID and timestamp before taking action. Echoes, webhook retries, and history reconciliation should reuse the existing transport.
• Reply is blocked: check the exact provider identity, connection health, permission/app-review state, 1,000-character limit, and provider response.
• Instagram test echo is absent: provider is_self test echoes are intentionally ignored.

Provider history reconciliation is an administrator operation with a bounded tenant, time window, record limit, and optional platform filter. Escalate with the Page, platform, provider message ID, remote timestamp, and integration health; never provide access tokens. This guide was verified without sending a Meta message or changing provider subscriptions.

Related guides

• Connect Facebook Lead Source
• Troubleshoot Missing Facebook Leads
• Troubleshoot Message Delivery