Messenger & Instagram channels

Your agent can answer Facebook Messenger (messages to your Page) and Instagram DMs (messages to your linked professional account). Both use the same knowledge, tools and guardrails as your website widget, and every conversation lands in your Inbox, where a human reply is delivered straight back into the thread.

Both channels ride your Facebook Page through a Meta app — if you already set up the WhatsApp channel, it's the same app.

Before you start

• A Facebook Page you admin, added to your Meta business portfolio.
• For Instagram: an Instagram professional account linked to that Page (Instagram app → Edit profile → Page).
• A Meta app (type Business) attached to the portfolio.

Dev-mode note: until your app passes Meta App Review (pages_messaging for Messenger, instagram_manage_messages for Instagram), Meta only delivers messages from people who hold a role on the app. That means you can build and test the whole thing on your own page today — the public gets it the moment review passes.

1. Add the products

In the app dashboard add Messenger (and/or Instagram). Under the product's settings, connect your Page.

2. Get a Page access token

In Business Settings → Users → System users: make sure your Page is assigned to the system user (full control), then Generate token with pages_messaging, pages_manage_metadata (and instagram_manage_messages + instagram_basic for Instagram). Exchange it for the Page's own token: call GET /{page-id}?fields=access_token with the system-user token (Graph API Explorer works), and copy the returned token.

3. Connect in Kelma

Agent → Integrations → Channels → open Messenger or Instagram → paste the Page ID and the Page access token (plus, recommended, the app secret). Connect — the panel then shows the Callback URL and Verify token for that channel.

4. Point the webhook at Kelma

In the Meta app, under the product's Configuration → Webhooks: paste the Callback URL + Verify token, save, and subscribe to the messages field. Messenger and Instagram are configured separately (each Kelma panel has its own URL).

5. Test

Message your Page from your personal Facebook profile (or DM your Instagram account) — as the app's admin you're allowed even in dev mode. The agent replies in seconds and the conversation appears in your inbox tagged with the channel.

Good to know

• Images are understood on both channels — photos and screenshots are analysed, including any text in them.
• Replies are plain text (Messenger and Instagram render no formatting); the agent is told to keep answers short, and Instagram replies extra-short.
• Meta allows replies within its standard messaging window (roughly 24h after the visitor's last message) — later human replies stay in the transcript but may not deliver.
• Messages consume the same monthly message tokens as every other channel.