Why bring Messenger into a shared inbox
Page inboxes are easy to forget: notifications go to whoever manages the Page, and replies sit unanswered when that person is busy. Bringing Messenger into the support inbox means the conversation is assigned, measured and answered like any other — and the customer's past questions on other channels are right there.
How Messenger works in Frosvo
Connected through your Meta app
Frosvo uses the Page ID and a Page access token from your Meta app, and checks every incoming event's signature with your app secret.
Human agent replies
If Meta has approved the human agent permission for your app, your team can answer for longer than the standard messaging window, as Meta's rules allow.
Work as a team
Assign the conversation, add private notes, tag it and reuse saved replies. Everyone can see who is answering.
Customer history
The Messenger conversation sits on the contact's timeline beside website chats, email and other channels.
When the connection breaks
If Meta stops accepting messages — an expired token, for example — the channel shows the problem and failed replies wait to be retried once it's fixed.
Connect Messenger in a few steps
In the desk: Channels → add Messenger. Credentials are stored encrypted and never shown again in full.
- Connect a Facebook Page to your Meta app.
- Grant the Page messaging permissions and complete required app review.
- Subscribe the Page to messaging events and verify the callback.
Replies on this channel can be up to 2,000 characters.
One inbox for every conversation
Messenger is one of 13 channels that share the same inbox as your website chat. Website visitors can be answered first by the AI assistant, which hands over to your team with the reason. Messages from Messenger go straight to the team, who work them with assignment, private notes and saved replies in the shared inbox, and see every earlier conversation on the contact’s profile.
Questions about Messenger
Which Facebook account do I need?
A Facebook Page connected to a Meta app with the Page messaging permissions. Some permissions require Meta's app review before they work for the public.
Can I answer Messenger and Instagram from the same place?
Yes. Connect each as its own channel; both arrive in the same Frosvo inbox.
Will the AI assistant reply on Messenger?
No. The assistant answers website chat. Messenger conversations are answered by your team, with Copilot drafting suggestions on the Plus plan.