Before you start
You need:
A Facebook Page for your business. Personal Facebook profiles cannot be connected.
Admin access to that Page through your Facebook account.
A Facebook Business Manager account (strongly recommended; required for large organizations).
Admin access to the Octopods workspace.
Step 1: Start the Messenger channel setup
Open the workspace you want to add Messenger to.
Click the option to add a new channel.
In the Add a Channel modal, select Facebook (or Messenger) under Popular Channels.
A panel opens with a button to sign in with Facebook.
Step 2: Sign in with Facebook
Click the sign-in button. A Facebook window opens.
Sign in with a Facebook user that has admin or editor access to the Page you want to connect.
Facebook shows a consent screen listing the permissions Octopods needs: manage messages on Pages you manage, show a list of the Pages you manage, and read Page profile information.
Keep all permissions checked and approve.
Facebook may ask you to choose which Pages to grant access to. Select at least the Page you want to connect. Granting access to all Pages is fine — Octopods only reads from the Pages you actually connect.
Step 3: Pick the Page
After approval, Octopods shows a list of Facebook Pages your account can administer.
Select the Page you want to connect.
Confirm.
Octopods then:
Registers the webhook subscription with Facebook so Messenger messages are forwarded to Octopods.
Creates a channel in your workspace tied to that Page.
Captures the Page’s name and avatar for display.
The new channel appears in the channel list with a Connected status.
Step 4: Send a test message
On a personal Facebook account, open Messenger and search for your Page.
Send a message.
Open the Intercom Inbox for this workspace. A new conversation appears with your message.
Reply from Intercom.
The reply arrives in your Messenger conversation.
What Facebook allows
Inbound messages from anyone who messages your Page arrive in Intercom.
Reactions, attachments, GIFs, and stickers are supported.
Outbound messages can be sent within the 24-hour messaging window after the customer’s last message. Outside that window, Facebook blocks all outbound messages except the approved set of Messenger message tags (such as confirmed event updates or account updates).
Quick replies and button templates can be sent from the Octopods API.
Tips for Page admins
If more than one person administers your Page, make sure at least two of them have admin access in Facebook Business Manager. If the person who connected the channel leaves your organization and their Facebook access is revoked, the channel may disconnect.
Use Assigned Assets inside Business Manager to assign the Page to Octopods-connected admins rather than relying on personal Facebook accounts. This keeps the connection stable if individuals change roles.
Common issues
“No Pages available” — the Facebook user you signed in with does not have admin or editor access on any Page. Ask a Page admin to sign in, or get them to assign you admin access first.
Messages don’t reach Intercom — open the channel detail page and use the reconnect action. Webhook subscriptions occasionally need to be re-registered when Facebook changes a Page’s settings.
Long-lived token expired — re-authorize through the channel’s reconnect action. Facebook tokens typically last 60 days and Octopods refreshes them automatically, but an unused or revoked token needs manual re-authorization.
What’s next
See the Intercom Channels section for other channel setup guides
See the Shared Channel Features section for proactive messaging