Facebook Messenger

With the Facebook channel, the Messenger messages your page receives arrive in WeSpeak: the assistant replies to them, your team takes them, and they stay in the funnel and the history.

Requirements

• Being an administrator of your business's Facebook page.

How to connect it

1. Go to Channels and, on the Facebook card, click Connect (there's a Tutorial button).
2. The Facebook login opens: authorize access to your page's messages.
3. Choose the page and confirm — the channel is connected.

What it supports and what it doesn't

The 24-hour window

Facebook only allows replying within the 24 hours after the user's last message. Once that time is up, when you try to send you'll see the message: "Facebook only allows replying within 24 hours of the user's last message."

You have two ways out:

1. Wait for the customer to write again — the conversation reactivates on its own.
2. Send that specific message from your own Facebook account (outside WeSpeak); when the customer replies, you keep managing everything from the platform.

ℹ️ It's not an error: it's a Meta rule for Messenger, just like Instagram's 7-day window.

If the channel disconnects

The authorization you give WeSpeak over your page has an expiration managed by Meta. If the link expires or you revoke the permission:

• WeSpeak detects it automatically and sends you a notification: "Your channel has been disconnected. Go to Channels to reconnect."
• Messages that arrive while the channel is disconnected don't reach WeSpeak, so it's best to reconnect as soon as possible.
• To reconnect, repeat the Connect flow in Channels — you don't lose the history of already-recorded conversations.

Multiple pages (Multichannel)

With Multichannel you can connect several Facebook pages in the same account:

• Each page is connected by repeating the Connect flow (connecting the same page twice is blocked).
• You can give each channel a name with the pencil (Edit channel name); that name is used in filters, campaigns and in the chat. If you don't name it, the page name is shown.
• In the conversation filter (in Chats and in the Funnel) each page appears as its own option.
• Inside the chat, below the contact's name, it indicates which page the conversation belongs to (only when more than one is connected).
• If the same person writes to two of your pages, you'll see two separate conversations, one per page — the reply always goes out through the correct page.

Pages in more than one WeSpeak account

If the same Facebook user manages pages connected in two different WeSpeak accounts (one account per property, for example), there's a Meta detail worth knowing: Facebook keeps a single WeSpeak authorization per Facebook user, shared by all your accounts.

Every time you go through the Facebook window, the page selection you leave checked replaces the previous one. If you uncheck a page that's connected in another WeSpeak account, Facebook removes WeSpeak's access to that page: that channel stops receiving messages with no warning at all and still shows as connected in the other account.

So every time you connect or reconnect Facebook:

• In the Facebook window, always leave checked every page you have connected in any of your WeSpeak accounts — not just the one you're connecting right now.
• When in doubt, check more rather than fewer: it's visible and reversible. If a page you didn't want in this account gets connected, you delete it from Channels (deleting a channel in WeSpeak doesn't change the Facebook authorization). Unchecking one, on the other hand, switches off a channel that was working.
• It's normal to see a red notice at the end saying a page is already connected in another WeSpeak account: it's expected and harmless. What counts is the Connected list in Channels.

ℹ️ Instagram isn't affected: its connection uses a separate authorization, so reconnecting Facebook doesn't touch your Instagram channels.

Frequently asked questions

Can I connect several pages?
Yes, with multichannel: each page with its name, its conversations and its own filter.

A customer wrote to me from a Facebook ad, is it identified?
Yes — if you have the Audience section active, those leads are attributed to their ad.

I got the notification that the channel disconnected, what do I do?
Go to Channels and reconnect the page (same flow as the first time). While it's disconnected, new messages don't reach WeSpeak.

I see the same customer twice in the inbox.
They wrote to two different channels of your business (for example, two pages, or your page and your WhatsApp): each channel generates its own conversation. It's the expected behavior — each one is answered through its channel.

It won't let me reply and a message about the 24 hours appears.
More than 24 hours have passed since the customer's last message: Messenger blocks the reply. It reactivates when the customer writes again.

A red notice appeared when connecting, saying the page is already connected in another account — did something fail?
Not necessarily. The notice means one of your Facebook user's pages is already connected in another WeSpeak account — the same page can't be connected twice. The rest connect all the same: if your page shows in the Connected list in Channels, it's ready.

One of my pages stopped receiving messages after connecting Facebook in another account.
That's Facebook's shared authorization: that page was left unchecked in the last Facebook window and Meta removed WeSpeak's access to it. Connect Facebook again, editing the selection to include all your pages (see Pages in more than one WeSpeak account).