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Social channels: Facebook Messenger, Instagram and TikTok

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Social channels bring your social media messages into the platform. Direct messages and interactions from Facebook Messenger, Instagram and TikTok arrive as conversations in the same panel, with per-contact history, assignment, internal notes and automations.

Your team replies to everything in one place, without switching between apps and without losing the context of each customer.

Prerequisites

  • An administrator profile to create social channel inboxes.
  • An account/page on the corresponding network with admin permission to connect it.
  • Authorization (login) on the social network at connection time, granting the requested permissions.
  • Some social channels may depend on being enabled for your account — check with an administrator if the option doesn't appear.

Step by step

  1. Under Settings → Inboxes, create a new inbox and choose the desired social channel (Facebook Messenger, Instagram or TikTok).
  2. Log in to the social network and authorize the connection, granting the requested permissions.
  3. Select the page/account to connect to the inbox.
  4. Finish creating the inbox.
  5. Send a test message through the social network and confirm it reaches the platform.

Settings & options

  • Connected account: the network page/account linked to that inbox.
  • Assignment and teams: define who handles conversations from that channel.
  • Automation and replies: apply automations, canned responses and greetings as in other channels.
  • Reconnection: if the authorization expires, log in again to reactivate the channel.

Use cases

  • Handle Instagram and Messenger DMs alongside WhatsApp and website, without switching apps.
  • Reply to interactions coming from TikTok and turn followers into CRM contacts.
  • Standardize marketing and sales support across every network.

Tips, limits & best practices

  • Each network has its own rules and reply windows — answer within the allowed timeframe.
  • Keep the account permissions valid; expired authorizations stop messages from arriving.
  • Use a profile with page admin access to avoid connection blocks.

Troubleshooting

  • Messages don't arrive: check whether the authorization is still valid and log in again if needed.
  • Can't select the page/account: confirm your user is an admin of it on the network.
  • The channel doesn't appear at creation: it may not be enabled for your account — talk to an administrator.

See also