Facebook Messenger and Instagram DMs
Customers often message your business pages on Facebook and Instagram instead of calling or emailing. Connecting these channels brings those messages into your Intellivizz CRM inbox so they don't get lost.
Connect Facebook Messenger
Settings → Integrations
Click "Connect" next to Facebook
Sign in to your Facebook account (must be Page admin)
Select the business page(s) to connect
Approve the requested permissions - Intellivizz CRM needs read and reply access to messages on your page
Connect Instagram DMs
Instagram DMs route through Facebook - your Instagram account must be linked to a Facebook Page first
Convert Instagram to a Business or Creator account
Link it to a Facebook Page (in Instagram → Settings → Account)
Then complete the Facebook integration above — Instagram DMs flow in automatically
Messaging windows and limitations
WARNING — Meta has a 24-hour messaging window
Once a customer messages your Facebook or Instagram page, you have 24 hours to respond freely. After 24 hours, you can only send approved "message tags" (e.g., post-purchase update, account update, human agent) — not promotional content. This is Meta's policy, not Intellivizz's. Reply quickly to keep the window open.
Disconnecting and reconnecting
Token expirations: Facebook tokens occasionally expire (every 60–90 days, or when you change your password). When this happens, you'll see an integration warning — reconnect via Settings → Integrations
Always reconnect using the same Facebook user who originally authorized; switching users mid-stream can cause permission gaps
