Connect Facebook Messenger and Instagram

Connecting Messenger or Instagram puts those conversations in the same inbox as WhatsApp, worked with the same tools. You sign in with Facebook, choose which Pages to bring in, and messages start arriving.

Status: waiting on Meta's approval. Meta has to review an app before it lets businesses at large connect to it, and Juno's review is still in progress — Messenger has been submitted, Instagram has not yet. Until that is done, most workspaces will go through the Facebook screens and come back to Channels with Could not connect this Meta channel. If you need Messenger or Instagram now, contact us. The steps below are the flow as it will work for you.

Before you start

• A Facebook Page you administer. Messenger and Instagram Direct both run through a Page, so you need admin access to it with the Facebook account you sign in with.
• For Instagram: a professional account linked to that Page. A personal Instagram account cannot be connected, and neither can a professional one that is not linked to a Page. Link it in the Page's settings first.

Connect

1. In the console, go to Channels and choose Connect channel.
2. Under Where do you want to talk to customers?, pick Facebook (Messenger) or Instagram. Each connects only its own channel — do the other one separately if you want both.
3. You are taken to Facebook. Sign in with the account that administers your Page and accept what it asks for.
4. Facebook sends you back to Channels.

If your account manages one Page, it is connected straight away and you see Connected.

If it manages more than one, nothing is connected yet. Juno shows Choose which Pages to connect, with nothing ticked. Tick only the Pages this workspace should answer, then Connect selected. When you are connecting Instagram, each Page shows the Instagram account that would come with it.

This step exists because connecting a Page moves where its messages are delivered. If another tool currently answers a Page's messages, leave that Page unticked. The choice is open for ten minutes; after that you will see This connect has expired. Start it again from Channels.

Check it worked

1. From a personal account, send your Page (or Instagram account) a message. It should appear in the inbox within a few seconds.
2. Reply from the inbox and check it arrives.

If it connected but nothing arrives, Juno could send but could not subscribe the Page to incoming messages. The error names the Page and what Meta said — disconnect and connect again. See Customer messages are not arriving.

How it differs from WhatsApp

• The reply window. Like WhatsApp, Messenger and Instagram only accept a normal reply within 24 hours of the customer's last message. After that, a person on your team can still reply for up to 7 days; the AI cannot. After 7 days you wait for the customer to write again — there are no templates to fall back on.
• Files. On Messenger you can send attachments. A caption goes out as a second message after the file. Instagram does not accept files sent from Juno, so send a link or a description instead.
• Names, not photos. Juno shows the customer's name on Messenger conversations, but no profile photo — contacts show initials.

Disconnecting

Open the channel's menu on Channels and choose Disconnect…. Disconnecting pauses the channel: messages stop arriving and the stored login is removed, but existing conversations stay, and reconnecting the same Page later picks them back up.

Tick Also release this ID only if you are moving the Page to a different Juno workspace — until it is released, another workspace cannot connect it. Deleting a channel along with its conversations is done from the channel's own page, under Danger zone.

Where to go next

• Connect your WhatsApp number
• Working the inbox
• Customer messages are not arriving