Use Messenger with Replify: shared inbox and response ownership

Use Messenger to manage customer messages with clear ownership and CRM context.

Available tools

• Receive eligible Messenger conversations in the shared inbox and preserve the connected Page identity.
• Assign, archive, reopen, tag, prioritize, and link conversations to contacts, deals, appointments, and tasks.
• Send supported text and media replies inside the network's allowed context.
• Use AI assistance and automations when the workspace response mode and conversation ownership allow them.
• Connect multiple Messenger identities and keep replies pinned to the correct account.

Connect

1. Open Social Home → Connections, choose Messenger and authorize the exact profile.
2. Give it a clear name and choose a primary profile for new work.
3. Confirm its permissions and connection state. Existing conversations keep their pinned sender; select the exact profile for publishing, templates, broadcasts and automations.

Reconnect the same profile when permissions expire. Before replacement or disconnection, reassign scheduled posts and check active senders.

Daily steps

1. Connect the Page identity used for customer messages and confirm the team can recognize it by name.
2. Let inbound contact create or match the customer record before assigning an owner.
3. Use AI for drafting or eligible automatic handling, but preserve human ownership during active cases.
4. Close the loop with a CRM next step instead of leaving qualified conversations as unread chat history.
5. Review inbox response and resolution trends; Messenger does not feed the social publishing dashboard.

Use Inbox for supported interactions and Publishing for drafts, review and scheduling.

Analytics

Use inbox analytics for volume, response speed, resolution, assignment, and automation or AI activity. Messenger profile and post analytics are not part of Replify's current organic analytics surface.

Open Social analytics, select the exact profile and period, then sync. Compare trends within that profile; network metric definitions differ.

Limits

• Messenger is DM-focused in Replify; Facebook Page posts, comments, reviews, and Page analytics are excluded.
• Customers normally need to initiate or create an eligible messaging context before a reply can be sent.
• Media support is narrower than on WhatsApp and varies by message type.
• The connected Page and granted permissions determine what is available.

Tools depend on profile permissions and item eligibility. Advertising management is not included. See analytics or multi-profile controls for details.