--- title: "Set Up and Configure Facebook Messenger" slug: "set-up-and-configure-facebook-messenger" description: "The first step in connecting with Customers over Facebook Messenger is to connect your company Facebook account to Gladly. Learn more in Gladly Help Docs." updated: 2025-10-02T21:42:27Z published: 2025-10-02T21:42:27Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Set Up and Configure Facebook Messenger | **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) | | --- | --- | Connect Facebook to Gladly to communicate with your Customers through Facebook Messenger on your Facebook Business page. ## Before you start To set up this integration, you will need to: - Create or leverage an existing Facebook Business Page for your company. - Have Admin account access to your Facebook Business Page. - Grant Gladly all the appropriate permissions. - If you’re reconnecting Facebook to Gladly, you must first [remove the Gladly App from Facebook](https://help.gladly.com/docs/set-up-and-configure-facebook-messenger#reconnect-facebook-to-gladly) before proceeding to reconnect Gladly. > [!CAUTION] > **We recommend not adding an Entry Point(s) until you're ready to receive incoming requests** > > Upon adding a new [Entry Point](https://help.gladly.com/docs/what-are-channels-and-entry-points/#what-entry-points-are), incoming requests from that Entry Point automatically route to the corresponding Channel's primary Inbox. For example, upon adding Instagram Messaging as an Entry Point, direct messages from your Instagram account will automatically create a Conversation in Instagram Channel's default inbox. > > - **Voice/SMS –** Phone numbers can be purchased and held onto until you're ready to complete the setup by connecting them as Entry Points. > - **Chat (Chat) –** Upon configuring Chat, it's available to receive incoming chat requests as soon as it's embedded on your website. Chats are routed to the Chat Channel's default Inbox. > - **Social Channels –** Upon adding a social Channel Entry Point (e.g., , Instagram, or WhatsApp), messages automatically route to the social Channel's default Inbox. > - **Email –**Once an email address is added, it's ready to receive inbound emails in the email Channels' default Inbox as long as email forwarding is activated. > > Use [Exceptions](https://help.gladly.com/docs/entry-points-settings-overview#entry-point-exceptions) to link an Entry Point to a different Inbox if you don't want to use the Channel's default Inbox. > [!WARNING] > Popup blockers > > If you're using popup blockers, turn it off temporarily to allow the Facebook login modal to appear. > [!WARNING] > **Avoid using additional automation with Facebook Messenger** > > While Gladly works well with other Business Integrations, for Facebook Business, Gladly should be the sole destination for all inbound messages. > > - Gladly does not support the Handover Protocol, meaning Gladly will not relinquish control of the Conversation to a third party or field request to take control of messages from third parties. > - Use of other Facebook automation (e.g., Facebook bots, auto-replies) should be avoided. Please use [Rules](/docs/what-are-rules-and-its-components) to create additional automation within Gladly. > > **How to deactivate automation and find out if you're using them** > > 1. Go to [Facebook Business Integration Settings](https://www.facebook.com/settings?tab=business_tools&ref=business_login_reentry). > 2. Click the **Active** tab to view all active integrations > 3. Click the toggle next to an integration to deactivate automation. > > **2FA** If your Facebook Business page is set up for [2FA](https://www.facebook.com/business/help/280940009201586?id=199156230960298), you must also set up your Facebook account for 2FA if you are the Administrator adding the integration into Gladly. ## Connect Facebook to Gladly 1. Log into your Facebook Business account. 2. Open Gladly in another browser tab. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen. 3. Click **Settings**. 4. Under the **Channels**category,****click **Facebook Pages**. The Facebook Pages page will show you a list of Facebook Pages configured in Gladly. - The Facebook Pages page also includes the following details: - **Page Name –** Name of the Facebook account. - **Facebook Page ID –** The Facebook Page ID associated with the account. - **Added By –** Name of the person who added the account in Gladly. - **Added On –** Date and time the account was added in Gladly. 5. Click **Add Facebook Pages** to add a new account. 6. A window will pop up, prompting you to log into your Meta business account. Enter your Meta business email address and password. - **If it isn’t the right profile –**Click *Log into another account* to log in using another email or password. - **If you see 'Can't Load URL' error –**This error means that your company's login domain must be allowed. Please contact Gladly Support and provide this error. 7. Once logged in, click **Edit access**. 8. Next, you’ll see a list of settings with toggles to activate/deactivate page access. By default, all of these permissions should be activated and you don’t need to change anything, unless there are certain pages you don’t want Gladly to have access to, then deactivate those. 9. Scroll up and click **X** to close the edit access page, then click **OK** on the modal to confirm your updates. 10. Facebook Messenger is now added to your Messaging Channel. Agents assigned to the Inbox used for Facebook will receive new Facebook messaging requests whenever they're available in the Messaging Channel. - Once connected, Customers who use the **Send Message** option (through Facebook Messenger) on your company's Facebook page can contact you. Likewise, if your Customer's Facebook information is added to their Customer Detail information, you can contact them directly through their account. See [Create and Reply to Facebook Messages](/docs/respond-to-and-initiate-facebook-messages) to learn how to help Customers on Facebook Messenger. ## Reconnect Facebook to Gladly If you had once connected Facebook to your Gladly account but have since [deleted](/docs/disconnect-facebook-messenger) it, before reconnecting it to Glady, you must first remove the Gladly app (under the Active tab) from the [Business Integrations page](https://www.facebook.com/help/405094243235242/) on Facebook before proceeding to [connect Facebook to Gladly](https://help.gladly.com/docs/set-up-and-configure-facebook-messenger#connect-facebook-to-gladly) again. Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime. - Please select the correct business impact (P1 to P4). - Most requests should be sent as a P4.