Facebook Messenger & Instagram DMs Integration

This guide will walk you through setting up Facebook and Instagram messaging and show you how to manage conversations, create leads, and engage with your customers directly in Nutshell. Stay connected with your leads and customers across these two popular channels with ease. ​

Nutshell allows you to connect your company Facebook and Instagram accounts, enabling you to manage conversations from both platforms directly in your Nutshell inbox.​Here’s how it works:

To begin, head to the Engagement menu within Nutshell and locate the Facebook Setup section. Here, your admin user can connect your Facebook business account. Since Instagram is tied to Facebook, your Instagram account will automatically connect once your Facebook page is linked.

To connect your business account, log in using the personal Facebook account that manages your business page. You’ll then be able to choose which Facebook Pages you want to sync with Nutshell.​

Once connected, you'll see your account enabled, and you'll have access to your page/s.

To receive Instagram messages in Nutshell, Instagram professional accounts must have the 'Connected tools' toggle turned on in message control settings. You can find this in the Instagram app under Settings > Privacy > Messages.

Once your Facebook account is connected, admin users can configure the settings for both Facebook Messenger and Instagram. This includes customizing how incoming messages are handled.​

You can choose how to assign inbound messages from Facebook and Instagram. There are three options available:

By default, messages are assigned in a round-robin fashion, but you can customize this setting based on your preferences.​​

You can set up automatic lead creation for first-time messages from Facebook and Instagram. Just like with inbound SMS, these messages can trigger the creation of a lead in a specified pipeline, and you can even add a tag to keep track of these interactions.

Once your Facebook and Instagram accounts are connected, you can manage all your conversations within the Nutshell Engagement inbox in the respective channel.

You'll be able to:

When a thread is assigned to you or a response is received, you’ll receive an in-app notification. This way you are up to date with the status of your chat and can act accordingly.

To track your messaging activity on Facebook and Instagram, head to the Dashboard page within the Engagement suite menu. Here, you'll find key stats like:

Checking these stats is a great way to keep track of how much engagement you're getting from each platform and ensure you're following up on all conversations. It helps you stay organized and understand which platform is generating the most leads, allowing you to adjust your approach as needed.

Currently, you can send text-based messages via Nutshell. To manage media files such as images or videos, you’ll need to use those platforms directly.​​

When a lead sends you a message through Facebook or Instagram, Nutshell will pull relevant information from their profile, such as their name and profile picture, allowing you to better understand who you're communicating with.

If a person chatting with your team via Facebook or Instagram doesn't already exist in Nutshell, a new Person page will be created for them. Nutshell currently detects duplicates for these people based on name. ​

Once a Facebook or Instagram conversation is marked as closed, it will move to the "Closed" threads section. You can still view past messages on the lead or person’s timeline. If the contact sends a new message, a new thread will be started.

Yes, as an admin, you can disable Facebook or Instagram messaging at any time. Simply go to the Messenger setup section in your Nutshell Engagement settings to disable. Please note that doing so will remove all conversation history.