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Connect Facebook & Instagram Pages

Goal​

Link your Facebook Page and/or Instagram Business Account to Nexus to receive Messenger DMs, Instagram DMs, and page comments in the omnichannel inbox.

Preconditions​

  • You have a Facebook Page with admin access.
  • For Instagram: the Instagram account must be a Business or Creator account linked to the Facebook Page.
  • You are an owner or admin of the Nexus organization.

Steps​

Facebook Page​

  1. Navigate to Settings → Integrations → Facebook.
  2. Click Connect Facebook Page.
  3. Log in with your Facebook account and grant permissions:
    • pages_messaging
    • pages_manage_metadata
    • pages_read_engagement
  4. Select the Page you want to connect.
  5. Nexus subscribes to Messenger webhooks and stores the page token securely.
  6. Test by sending a Messenger message to the connected Page.

Instagram​

  1. Navigate to Settings → Integrations → Instagram.
  2. Click Connect Instagram.
  3. Authenticate with Facebook (Instagram API access is granted through Facebook OAuth).
  4. Select the Instagram account linked to your Facebook Page.
  5. Grant Instagram messaging permissions.
  6. Test by sending a DM to the connected Instagram account.

Expected result​

  • Facebook Messenger messages appear in the omnichannel inbox under the facebook channel.
  • Instagram DMs appear under the instagram channel.
  • Agents can reply directly from Nexus.

Common issues​

IssueResolution
Page not listed during connectEnsure you have admin access to the Page in Facebook Business Manager.
Instagram not availableVerify the Instagram account is a Business/Creator account and is linked to the Facebook Page.
Webhook not firingCheck Meta App Dashboard → Webhooks → Page subscriptions for the messages topic.
Token expiredRe-authenticate via Settings → Integrations to refresh the token.