# Getting Started - Setup Facebook and Instagram Messenger > Learn how to connect Facebook and Instagram Messenger to GHL Customer Care so social messages flow into one inbox, making it easier to reply, track, and convert. - Source: https://docs.ghlcustomercare.com/docs/getting-started-w-ghl-customer-care/sales-and-conversations/getting-started-setup-facebook-and-instagram-messenger - Section: Getting Started w/ GHL Customer Care / Sales & Conversations - Reading time: 4 min - Images: 4, each explained below - Modified on Tue, 18 Aug at 8:52 AM --- Ever feel overwhelmed jumping between different platforms to answer messages from your customers? Let's simplify things! By connecting Facebook and Instagram Messenger directly to your CRM, you'll have all your conversations in one spot. You'll streamline your responses, engage with your customers faster, and ultimately create a smoother communication experience for everyone involved. --- **TABLE OF CONTENTS** - [Integrate Facebook & Instagram](#integrate-facebook-and-instagram) - [How Facebook and Instagram messages create contacts](#how-facebook-and-instagram-messages-create-contacts) - [Link Instagram to Facebook](#link-instagram-to-facebook) - [Test Your Facebook & Instagram Messenger Connection](#test-your-facebook-and-instagram-messenger-connection) - [Test Facebook Messenger](#test-facebook-messenger)[](#test-instagram-messaging) - [Test Instagram Messaging](#test-instagram-messaging)[](#what-does-a-successful-connection-look-like) - [What Does a Successful Connection Look Like?](#what-does-a-successful-connection-look-like)[](#test-the-reply) - [Test the Reply](#test-the-reply)[](#what-if-the-test-message-doesnt-appear) - [What If the Test Message Doesn't Appear?](#what-if-the-test-message-doesnt-appear) --- ## **Integrate Facebook & Instagram** First, let's get Facebook and Instagram working together within your CRM. This integration will be a game changer in how quickly and effectively you communicate with customers. - Head over to **Settings > Integrations**. - Click on **Connect** under Facebook & Instagram. ![Step 2 of 5: Click on Connect under Facebook & Instagram](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046961045/original/QdZFNRgoafMeGOzeflCNcbwiaqz-QRd2Jg.png) **Step 2 of 5: Click on Connect under Facebook & Instagram** This screenshot accompanies step 2 of 5 in the "Integrate Facebook & Instagram" section of "Getting Started - Setup Facebook and Instagram Messenger". At this point in the walkthrough you click on Connect under Facebook & Instagram. The navigation path used here is Settings > Integrations. The next step is to log in to Facebook and choose your Facebook page (make sure it's the one connected to Instagram). - Path: Settings > Integrations - What to click: Click on Connect under Facebook & Instagram. - Controls: Connect, Settings > Integrations, Log in, page, connected to Instagram, Connect Facebook & Instagram, Sync Leads - Next: Log in to Facebook and choose your Facebook page (make sure it's the one connected to Instagram). Full procedure: 1. Head over to Settings > Integrations. 2. Click on Connect under Facebook & Instagram. <- this image 3. Log in to Facebook and choose your Facebook page (make sure it's the one connected to Instagram). 4. Click Connect Facebook & Instagram. 5. Lastly, hit Sync Leads. - **Log in** to Facebook and choose your Facebook **page** (make sure it's the one **connected to Instagram**). - Click **Connect Facebook & Instagram**. - Lastly, hit **Sync Leads**. --- ## **How Facebook and Instagram messages create contacts** When someone messages your business on Facebook or Instagram for the first time, GHL Customer Care creates or updates a contact based on your **Contact Deduplication Preferences**. - If the person later shares an email or phone number that matches an existing contact and **Allow Duplicate Contact** is turned off, GHL Customer Care automatically merges the messenger contact into that existing record so you keep one complete profile. - If **Allow Duplicate Contact** is turned on, the automatic merge does not run and separate contact records may exist for the same person. **Learn More** - Facebook Troubleshooting - Integration Issues  - [Facebook Multi page Troubleshoot](https://docs.ghlcustomercare.com/docs/integrations/facebook-integration/facebook-multi-page-troubleshoot)  - [Facebook Pages missing in Manage Pages during integration](https://docs.ghlcustomercare.com/docs/integrations/facebook-integration/facebook-pages-missing-in-manage-pages-during-integration)  - [Connect Instagram Business or Creator to Facebook (allows posting to IG)](https://docs.ghlcustomercare.com/docs/marketing/social-planner/connect-instagram-facebook-linked-vs-direct-instagram-integration)  - [](https://docs.ghlcustomercare.com/docs/settings/business-profile-settings/allow-duplicate-contacts-contact-deduplication-preferences)[Allow Duplicate Contacts (Contact Deduplication Preferences)](https://docs.ghlcustomercare.com/docs/settings/business-profile-settings/allow-duplicate-contacts-contact-deduplication-preferences) --- ## **Link Instagram to Facebook** Now, let's ensure Instagram and Facebook are fully linked so your messages flow seamlessly into one inbox. Trust us—this step will save you tons of time! - Navigate to your **Facebook account** and log in to your page. - Click on **Account > Settings**. - Use the search bar to find **Linked Accounts**. - Select **Instagram** and click **Connect**. ![Step 4 of 6: Select Instagram and click Connect](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155046961111/original/qiMpvvQcdL5_5wGdinP4dhnA4sykmmaXRw.png) **Step 4 of 6: Select Instagram and click Connect** This screenshot accompanies step 4 of 6 in the "Link Instagram to Facebook" section of "Getting Started - Setup Facebook and Instagram Messenger". At this point in the walkthrough you select Instagram and click Connect. For context, this section explains: Now, let's ensure Instagram and Facebook are fully linked so your messages flow seamlessly into one inbox. Trust us—this step will save you tons of time! The navigation path used here is Account > Settings. The next step is to keep the toggle on to enable Instagram messages to appear in your inbox. - Path: Account > Settings - What to choose: Select Instagram and click Connect. - Controls: Instagram, Connect, Facebook account, Account > Settings, Linked Accounts, enable Instagram messages, Authenticate - Next: Keep the toggle on to enable Instagram messages to appear in your inbox. Full procedure: 1. Navigate to your Facebook account and log in to your page. 2. Click on Account > Settings. 3. Use the search bar to find Linked Accounts. 4. Select Instagram and click Connect. <- this image 5. Keep the toggle on to enable Instagram messages to appear in your inbox. 6. Authenticate your Instagram login credentials. - Keep the toggle on to **enable Instagram messages** to appear in your inbox. - **Authenticate** your Instagram login credentials. Fantastic job! You're now set up to effortlessly handle your social interactions. Next, consider testing the integration by sending a test message to confirm everything is working smoothly. --- ## **Test Your Facebook & Instagram Messenger Connection** After connecting your Facebook Page and Instagram account, send a test message to confirm that incoming messages are reaching GHL Customer Care correctly. ### **Tip:** Send the test message from a different Facebook or Instagram account—not the business account you connected to GHL Customer Care. This provides a more accurate test of the customer messaging experience. ### **Test Facebook Messenger** 1. From a different Facebook account, open the connected business's **Facebook Page**. 2. Click **Message** and send a test message to the Page. 3. In GHL Customer Care, open the appropriate **Sub-Account**. 4. Go to **Conversations**. 5. Locate the new conversation in the Conversations inbox. 6. Open the conversation and confirm that the Facebook Messenger test message appears in the message history. ![Step 6 of 6: Open the conversation and confirm that the Facebook Messenger test…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078682474/original/FTxoEww4wAUJl0Rp_Fq2AWylS1ZoqNyTLA.png) **Step 6 of 6: Open the conversation and confirm that the Facebook Messenger test…** This screenshot accompanies step 6 of 6 in the "Test Facebook Messenger" section of "Getting Started - Setup Facebook and Instagram Messenger". At this point in the walkthrough you open the conversation and confirm that the Facebook Messenger test message appears in the message history. - Where to go: Open the conversation and confirm that the Facebook Messenger test message appears in the message history. - Controls: Facebook Page, Message, Sub-Account, Conversations Full procedure: 1. From a different Facebook account, open the connected business's Facebook Page. 2. Click Message and send a test message to the Page. 3. In GHL Customer Care, open the appropriate Sub-Account. 4. Go to Conversations. 5. Locate the new conversation in the Conversations inbox. 6. Open the conversation and confirm that the Facebook Messenger test message appears in the message history. <- this image ### **Test Instagram Messaging** 1. From a different Instagram account, open the connected business's **Instagram profile**. 2. Send a new direct message (DM) to the account. 3. In GHL Customer Care, open the appropriate **Sub-Account**. 4. Go to **Conversations**. 5. Locate the new conversation in the Conversations inbox. 6. Open the conversation and confirm that the Instagram test message appears in the message history. ### **What Does a Successful Connection Look Like?** Your integration is working correctly when: - The test message appears in **GHL Customer Care → Conversations**. - The message appears under the correct contact/conversation. - You can open the conversation and view the incoming Facebook Messenger or Instagram message. ![What Does a Successful Connection Look Like? (image 4 of 4)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078706715/original/xGnLhZqZULa9VCCb21fzNJofyUmRGHhYtQ.png) **What Does a Successful Connection Look Like? (image 4 of 4)** This screenshot appears in the "What Does a Successful Connection Look Like?" section of "Getting Started - Setup Facebook and Instagram Messenger". The text alongside this image reads: The test message appears in GHL Customer Care → Conversations. The message appears under the correct contact/conversation. You can open the conversation and view the incoming Facebook Messenger or Instagram message. Immediately after, the guide continues: When someone messages your business through Facebook or Instagram for the first time, GHL Customer Care creates or updates their contact based on your Contact Deduplication Preferences. - What this covers: The test message appears in GHL Customer Care → Conversations. The message appears under the correct contact/conversation. You can open the conversation and view the incoming Facebook Messenger or Instagram message. - Controls: GHL Customer Care → Conversations, Contact Deduplication Preferences - Next: When someone messages your business through Facebook or Instagram for the first time, GHL Customer Care creates or updates their contact based on your Contact Deduplication Preferences. Full procedure: 1. The test message appears in GHL Customer Care → Conversations. 2. The message appears under the correct contact/conversation. 3. You can open the conversation and view the incoming Facebook Messenger or Instagram message. When someone messages your business through Facebook or Instagram for the first time, GHL Customer Care creates or updates their contact based on your **Contact Deduplication Preferences**. ### **Test the Reply** For an end-to-end verification, reply to the test message from within **GHL Customer Care → Conversations**. Then, return to the Facebook Messenger or Instagram account you used for testing and confirm that the reply was received. If both the incoming message and your reply are delivered successfully, your messaging connection is working as expected. ### **What If the Test Message Doesn't Appear?** If the test message doesn't appear in **Conversations**: 1. Go to **Settings → Integrations** and confirm that the correct Facebook Page and Instagram account are connected. 2. Confirm that messaging access is enabled for the connected account. 3. Verify that the appropriate Facebook/Instagram permissions have been granted. 4. For Instagram, confirm that the Instagram account is correctly linked to the Facebook Page. 5. Send another test message after verifying the connection and permissions. If messages still aren't appearing, see [Messaging Setup & Troubleshoot](https://docs.ghlcustomercare.com/docs/integrations/facebook-integration/messaging-setup-troubleshoot) for additional Facebook and Instagram messaging checks. --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com