← Channel guide list
💬 Facebook Messenger

Facebook Messenger Connection Guide

The entire connection takes about 5 minutes. All Meta developer setup (creating the App, registering the Webhook, issuing tokens) is handled by Coauths, so your clinic only needs to grant page access in the Facebook login popup.

Time required
About 5 minutes
Cost
Free to send and receive
Message window
24 hours (HUMAN_AGENT 7 days)
Required asset
Facebook Page (Admin permission)

Requirements

To connect a Facebook Page, you only need to prepare one thing:

  • Admin permission for the Facebook Page you want to connect — if the page belongs to a Business Manager, have Admin permission granted to you within it.How to create a Facebook Page →

Developer tasks such as creating the Meta App, business verification, registering the Webhook, and issuing tokens are all handled by Coauths. Your clinic never needs to visit developers.facebook.com.

Helpful guides

If you do not yet have a Page or Business Manager, use the guides below to set them up first. If you are already a Page Admin, you can skip straight to the setup steps.

01

What is Facebook Business Manager?

The container for your business assets — why you need it and how to create one.

Read →
02

How to create a Facebook Page

How to create a page, choose a category, and grant Admin permission.

Read →

Setup steps

Click the “Connect with Facebook” button in the CRM, then grant page access in the Facebook login popup — and the connection is done. The whole process takes about 5 minutes.

1

Start the channel connection in the CRM

Time required: 1 min
  1. Log in to the CRM → go to Settings → Channels → open the “Connect channel” page
  2. Click the “Connect channel” button on the Facebook (Messenger) card
  3. Select the Branch to connect → the connection form opens
The Facebook (Messenger) card and "Connect channel" button on the CRM Settings → Channels page (1)
2

Click "Connect with Facebook"

Time required: 1 min
  1. In the “Recommended: Connect with Facebook” section at the top of the form, click the “Connect with Facebook” button
  2. When the Facebook login popup opens, log in with a Facebook account that has Admin permission on the page
💡 The manual token entry form below the button (“or paste credentials manually below”) is a fallback path used only in special cases together with a Coauths representative. You will normally never need it.
The "Recommended: Connect with Facebook" section at the top of the form and the Facebook login popup (1)The "Recommended: Connect with Facebook" section at the top of the form and the Facebook login popup (2)

ℹ️ The button shows “Reconnect” because our demo account was already connected. On your clinic’s first connection it will say “Connect”.

3

Grant business and page access + select pages

Time required: 2 min
  1. In the popup, allow the business/page access request
  2. On the page selection screen, choose the page to connect to the CRM
💡 We recommend opting in to all current and future pages. Then you will not have to reconnect even as you add more pages later.
The business and page access screen and the page selection screen in the Facebook popup (1)
4

Automatic return → confirm the connection

Time required: 1 min
  1. When the popup closes, you are returned to the CRM automatically — the selected pages are registered as channels and the webhook is subscribed automatically as well
  2. Confirm that the channel card shows “Connected”
  3. Test it: send a test message to the page from your own Facebook account and it will arrive in the CRM inbox

After connecting

Once the connection is complete, messages patients send to your page arrive in the CRM inbox in real time, and you can reply right from the inbox.

  • Reply window: you can reply freely within 24 hours of the patient’s last message, and the CRM applies the HUMAN_AGENT tag to support responses for up to 7 days.
  • When you add more pages: click “Connect channel” again on the Channels page and select the new page. If you opted in to all current and future pages during the first connection, you can add it immediately without re-authenticating.
  • Other Meta channels: Instagram and WhatsApp can also be connected with a single button the same way.

Common issues

Clicking "Connect with Facebook" does not open a popup

Your browser most likely blocked the popup. Click the popup-blocked icon in the address bar, allow popups for this site, and try again. Ad-blocker extensions can also block the Facebook login window — temporarily disable them and retry.

My page does not appear in the page selection list

In most cases the Facebook account you logged in with does not have Admin permission on that page. If the page belongs to a Business Manager, get Admin access granted there. If you opted in only some pages during the access step, the page may have been left out — allow access to all current and future pages and try again.

The connect button shows a permission error

Meta review approvals are being applied progressively, so a temporary permission error can appear. Contact your Coauths representative and we will check it right away.

Connected, but messages do not appear in the CRM inbox

First check that the page is Published (Facebook Page Settings → Page Visibility). If the channel card shows an error, use the "Reconnect" button to connect again. The webhook subscription is handled automatically during connection, so there is nothing to configure on the clinic side. If it still fails, contact your Coauths representative.

A policy violation error appears when replying

The message was sent outside the 24-hour messaging window. You can reply freely within 24 hours of the patient's last message, and the CRM applies the HUMAN_AGENT tag to support replies for up to 7 days. After that, the patient must message you again before you can reply.

I want to connect an additional Facebook page

On the channels page, click "Connect channel" again and select the new page the same way. If you allowed access to all current and future pages during the first connection, you can select it right away without re-authenticating with Facebook.

📄 Download the full guide PDF

For offline reference. A print-friendly PDF version of this page.