Facebook Messenger

The Facebook Messenger channel connects your Facebook Pages to Asks. People who message a Page through Messenger reach your AI agent, and every conversation lands in the inbox. You can connect several Pages; each becomes its own channel.

Prerequisites

• A Facebook business account.
• Admin access to each Facebook Page you want to connect.
• The Owner or Admin role in your Asks workspace.

Connect Facebook

Sign in with your Facebook business account

Go to app.asks.app/channels/facebook and click Connect Facebook Page. You're sent to Facebook Login for Business.

Pick the Pages you manage

In Meta's login flow, select one or more Facebook Pages. You must be an admin of each. Every Page you grant is connected as its own channel.

Asks takes it from there

Asks subscribes each Page's webhooks and starts routing Messenger conversations to your inbox. Page access tokens don't expire, so there's nothing to refresh.

Turn on the AI agent

Connecting a Page doesn't switch the AI agent on for Messenger. Until you do, the channel page shows "Your AI agent isn't answering on Messenger yet" and messages wait for your team. Click Turn on AI for Messenger there, or switch on Facebook Messenger under AI Agent → Deploy. The setting covers every connected Page.

How messaging works

Messenger follows the same Meta messaging windows as Instagram, and Asks applies them for you. A banner above the inbox composer shows which window the conversation is in and how long is left.

• Within 24 hours of the customer's last message — the AI agent and your team can reply freely. A customer reacting to one of your messages also reopens this window.
• From 24 hours to 7 days — only a human agent may reply (Meta's human-agent window). Asks sends your team's replies under it automatically; the AI agent never uses it.
• After 7 days — the conversation can't be replied to until the customer writes again. Messenger has no message templates.

Your Page's own inbox keeps working alongside Asks: replies your team sends from Meta's Page inbox or Business Suite still reach the customer as usual, and they're mirrored into the same Asks conversation, labeled Sent from Meta Business Suite.

Media works both ways — customers can send images, video, audio, files, and stickers, and you can send media back from the inbox. Emoji reactions, message edits, and delivery and read receipts sync from Messenger into the inbox. New conversations open with a Get Started button and greeting that Asks configures on the Page for you. The AI agent's replies use Messenger's own formats: link buttons, product cards with a photo and a button, and quick-reply chips.

What shows in the inbox

Messages arrive with their real content: shared posts, reels, links, and products show a preview card, stickers and likes show as sent, and appointment requests show their status. A conversation that starts from an ad or an m.me link shows where it came from. Customers appear under their Messenger name, never a numeric ID.

Troubleshooting

One of my Pages isn't connected

Only Pages you granted during login are connected. Run the connection again and select the missing Page — existing Pages are unaffected. Connect another Page on the channel page starts the same flow.

The AI agent doesn't reply

Check that Facebook Messenger is on under AI Agent → Deploy. If the customer's last message is more than 24 hours old, Meta's policy allows only human-agent replies until day 7. Answer from the inbox.

I can't reply at all

After 7 days with no customer message, Meta closes the conversation. It reopens when the customer writes again.

Replies fail and the banner says another app controls the conversation

Meta lets one app at a time own a Messenger conversation. If another tool connected to your Page has taken control, replies from Asks may fail until it hands the conversation back. Messages received in the meantime still appear in the inbox.

What happens when I disconnect?

Disconnecting a Page's channel unsubscribes Asks from that Page and stops routing its conversations. Other connected Pages and existing inbox history are unaffected. Reconnect restores it. If you instead remove Asks from the Page in Facebook's settings, the channel disconnects automatically and your workspace is notified.