Instagram & Facebook Messenger Channel
Overview
The Instagram & Facebook Messenger channel connects your Facebook Pages and Instagram Business accounts to Aurora Inbox. This enables your team to receive and respond to Facebook Messenger and Instagram Direct messages directly from the Aurora platform.
How to Access
- Navigate to Settings > Company > Channels tab
- Select Instagram & FB from the channel navigation
- Requires the Channels Admin role and an active subscription
Interface Overview
The Instagram & FB section displays:
- A Connect button to link a new Facebook/Instagram account
- Cards for each connected account, showing:
- Account name
- Connection status (Connected or Disconnected)
- A list of linked pages/accounts with type indicators (Facebook Messenger or Instagram Messenger)
- Funnel and owner assignment for each page
- Disconnect or Connect button depending on status
- Edit button for each page to change funnel/owner assignment
Features & Actions
Connect a Facebook/Instagram Account
What it does: Links your Facebook Pages and Instagram Business accounts to Aurora through Meta's login flow.
Steps:
- Click the Connect button
- A Facebook login popup appears
- Log in with the Facebook account that manages your Pages
- Grant the requested permissions
- Select the Pages and Instagram accounts you want to connect
- Once complete, the connected accounts and pages appear as cards
Important notes:
- You need a Facebook account with admin access to the Pages you want to connect
- Instagram accounts must be linked to a Facebook Page (Business or Creator account)
- Each connected page shows an icon indicating whether it is a Facebook Messenger page or an Instagram Messenger account
View Connected Pages
What it does: Displays all connected Facebook Pages and Instagram accounts with their current configuration.
For each page, you can see:
- Type: Facebook Messenger or Instagram Messenger (shown with respective icon)
- Page Name and Page ID
- Profile Picture
- Funnel: The team inbox where new conversations from this page are routed
- Owner: The default user assigned to new conversations
Edit Page Assignment (Funnel & Owner)
What it does: Changes which team inbox (funnel) and which team member receive new conversations from a specific page.
Steps:
- Click the Edit button next to the page you want to configure
- The funnel and owner fields become editable dropdowns:
- Funnel: Select the team inbox from the dropdown
- Owner: Select a team member from the selected funnel's user list
- Click Save to apply, or Cancel to discard
Important notes:
- The owner dropdown is populated based on the selected funnel's team members
- Changes take effect immediately for new incoming conversations
Reconnect a Disconnected Account
What it does: Re-establishes the connection for an account that has become disconnected (e.g., due to token expiration).
Steps:
- Find the disconnected account (shown with status "Disconnected" in red)
- Click the Connect button on that card
- Complete the Facebook login flow to refresh the connection
Disconnect an Account
What it does: Removes the connection between a Facebook/Instagram account and Aurora.
Steps:
- Find the connected account card
- Click the Disconnect button
- The account is disconnected and stops receiving new messages
Important notes:
- Existing conversations in Aurora are preserved
- The page can be reconnected at any time
Fields Reference
| Field | Description | Required | Notes |
|---|---|---|---|
| Account Name | Name of the connected Facebook account | - | Read-only |
| Status | Connection status (Connected/Disconnected) | - | Read-only |
| Page Type | Facebook Messenger or Instagram Messenger | - | Shown with icon |
| Page Name | Name of the Facebook Page or Instagram account | - | Read-only |
| Page ID | Meta's identifier for the page | - | Read-only |
| Funnel | Team inbox for routing new conversations | Yes (for edit) | Dropdown selection |
| Owner | Default user for new conversations | No | Dropdown, filtered by selected funnel |
FAQ
Q: Why does my account show as "Disconnected"? A: This typically happens when Facebook access tokens expire or permissions are revoked. Click the Connect button on the card to re-authenticate.
Q: Can I connect the same Facebook Page to multiple Aurora accounts? A: No. Each Facebook Page can only be connected to one Aurora organization at a time.
Q: Do I need a separate Instagram Business account? A: Your Instagram account must be set up as a Business or Creator account and linked to a Facebook Page. Personal Instagram accounts cannot be connected.