Facebook Messenger Channel – WaDesk SaaS Docs

Overview

The Facebook Messenger channel connects a Facebook Page so your Messenger conversations flow into the Team Inbox alongside WhatsApp and Instagram. Agents reply from one screen, and the same automation — auto-reply, flows and an AI agent — runs on Messenger. When you connect a Page, WaDesk also backfills recent conversations so your contacts are usable immediately.

Two roles in this guide. There's a one-time platform-admin part (create/configure a Meta app, get credentials, pass App Review) and a per-workspace user part (click Connect, log in, pick a Page). On a hosted WaDesk the admin part is usually done already — skip to Connecting Your Page.

How the Channel Works

Messenger runs on Meta's Graph API via the Messenger Platform product, attached to a Facebook Page.
Inbound messages arrive as webhooks; WaDesk stores them, creates/updates the contact and conversation, and shows them in the inbox.
Replies are sent with the Graph API Send API using the Page's access token.
Each thread is tied to a specific Page, so multi-Page workspaces stay separated.

Requirements

You need	Detail
A Facebook Page	The Page whose Messenger you want to handle, with Messenger enabled.
Admin access to the Page	Sign in during connect as a person with the admin (or a messaging) role on the Page.
A Meta app (platform admin)	One Meta app with the Messenger product added and App Review passed. Shared with the Instagram and Meta Ads setup.
A plan with the Facebook channel	Enforced server-side.

Platform Admin: Enable Facebook

Facebook Messenger reuses your existing WhatsApp Cloud API Meta app — there is no separate App ID / App Secret to enter for Facebook in WaDesk. You add the Messenger product to that same app and flip one toggle on. One-time steps for the platform operator:

Open the Meta app you already use for WhatsApp Cloud API at developers.facebook.com (the App ID/Secret live under Admin → Settings → WaDesk Message as waba_app_id / waba_app_secret).
Add the Messenger product to that app (and Facebook Login for Business, already present for WhatsApp Embedded Signup).
Set the Valid OAuth Redirect URI to WaDesk's Facebook callback URL, and configure the Messenger webhook — callback URL + verify token — subscribing to messages, messaging_postbacks, message_reactions, messaging_optins, messaging_referrals and (for comment automation) feed.
Turn Facebook on in WaDesk. Go to Admin → Settings → WaDesk Message, find the Facebook Pages section, and enable it (the single setting facebook_enabled). That's the only Facebook-specific field — no keys, because it borrows the WhatsApp app's.

App Review permissions. To connect Pages owned by your customers (not just test Pages), the shared Meta app must pass App Review for pages_messaging, pages_manage_metadata, pages_show_list, pages_read_engagement and business_management, with a screencast of connect-and-reply. In Development mode only Pages where the user is an app tester/admin can connect. See the shared walkthrough in Create a Facebook App.

User: Connecting Your Page

Open the Channels page (the Devices screen in the menu) and click Add device → Facebook, then Connect Facebook.
Log in with Facebook as a Page admin.
Grant Page & messaging permissions — approve access to the Page and its Messenger conversations.
Choose the Page. Select the one to connect. WaDesk stores the Page identity and access token and subscribes the Page to Messenger webhooks.
History backfill runs. Recent Messenger threads are pulled into the inbox so contacts are usable at once — old messages are never auto-replied to.
Done. The Page shows Connected and new messages start arriving.

API Limits & Message Tags

Rule	What it means
24-hour standard window	Reply freely for 24 hours after the customer's last message. This covers normal support and sales.
Message tags (outside 24h)	Outside the window you may only send using an approved message tag for a specific purpose (e.g. `CONFIRMED_EVENT_UPDATE`, `POST_PURCHASE_UPDATE`, `ACCOUNT_UPDATE`). Tags are not for marketing.
No cold messaging	You can't start a chat with someone who hasn't messaged the Page.
Rate limits	Per-app and per-Page call limits apply; WaDesk paces sends to stay under them.

Using the Inbox

Page identity. Each thread shows which of your Pages it belongs to.
Media & attachments. Images, video, stickers and files render inline and can be sent back.
24-hour indicator. The composer reflects whether you're inside the free window.

Auto-Reply, Flows & AI

Auto-reply. Scope Welcome / Away / Out-of-hours / Keyword rules to your Page in Auto Reply.
Flows. Set the Trigger node's channel to Facebook in the Flow Builder; buttons, quick replies, media and question steps run on Messenger.
AI agent. Assign an agent to the Page for automatic, on-brand replies with human hand-off.

Messenger Broadcasts

The Facebook broadcast composer messages people who already have a conversation with your Page and are inside the 24-hour window. Pick the Page, choose recipients from your existing Messenger contacts, write the message, preview it, and send. Sends mirror into the inbox thread.

Policy: Messenger strictly limits messaging outside 24 hours to approved tags. Keep broadcasts to eligible, in-window recipients so your Page stays in good standing.

Troubleshooting

Symptom	Cause & fix
Messages not arriving	Webhook or Page subscription lapsed. Reconnect the Page from the Channels (Devices) page.
Only test Pages connect	App still in Development mode — submit for App Review.
Reply refused outside window	More than 24h since the last user message; use an appropriate message tag or wait for them to reply.
Backfill looks empty	Meta only exposes recent conversations to the API; very old threads may not appear.