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Both connect by signing in with Meta, the same way as WhatsApp Business.

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Facebook Messenger

1

Start the connection

Settings → Channels → Add channel → Facebook Messenger.
2

Sign in with Meta

Using an account with admin access to the Page.
3

Select the Page

You choose which Page to connect. Its Messenger conversations then arrive in the inbox.

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Instagram

Same flow, for an Instagram Business or Creator account. A personal Instagram account cannot be connected — convert it in the Instagram app first, and link it to a Facebook Page.

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Messages and comments

Both channels bring two things, and they land in different tabs of the inbox:
  • Messages — direct messages.
  • Comments — comments on your posts and ads, in the Comments tab.
For a comment you can reply publicly, reply privately (which starts a DM), or hide it. This can be automated — see Comments and posts.
Both channels close a conversation 24 hours after the customer’s last message, and unlike WhatsApp there is no template to reopen it. Read Meta’s rules for Messenger and Instagram before you build a process around either.

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One thing that surprises people

Replies typed in Facebook’s own inbox — Meta Business Suite, the Pages app — arrive here as messages with no CRM user behind them. They:
  • do not stop the response clock, and
  • earn no credit for any agent in Agent KPIs.
The same is true of a Page’s automated away message. If your response-time numbers look worse than reality, someone answering outside Linkiasoft is the usual explanation. Pick one place to answer from. Mixed working means your reporting describes neither.

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Not receiving anything

  1. Is the channel Connected?
  2. For Instagram: is it a Business or Creator account, linked to a Page?
  3. Did the person signing in have admin rights on the Page?
  4. Does a role grant this channel? See How assignment works.