Effective communication with customers is the key to a successful business. NetHunt CRM offers convenient integration with the popular Meta Business Suite service, which allows you to connect your Facebook Messenger and Instagram page directly to your CRM - allowing you to manage all conversations with potential and existing customers in a single interface. This greatly simplifies the processing of requests, increases response time, and improves overall customer service.
Connecting the Meta Business Suite account
To connect your NetHunt workspace to a Facebook Messenger or Instagram page, go to Settings - Chats and click Connect Chat:
Next, you can choose which messenger you need:
Please note 💡
It's not the messenger itself that connects to CRM, but the Meta Business Suite page, so to connect Facebook Messenger and separately the Instagram page, you will need to connect twice for each of the messengers.
But before that, make sure that:
Make sure that both Facebook and Instagram pages are Business pages and that they are linked to each other.
After you have selected the needed messenger, Meta Business Suite will ask you to log in to connect the desired page:
Select the required page to be linked to NetHunt:
Provide all the necessary permissions for NetHunt CRM:
Next, Meta Business Suite will ask you to select the pages of the companies you want to connect. In this section, you can select several pages at once:
If everything is done correctly, congratulations, you have successfully connected to NetHunt CRM:
Although the general process of connecting Instagram and Facebook Messenger to CRM with Meta Business Suite is the same, there are two important nuances that can cause confusion:
If you integrated Facebook Messenger first, you will definitely need to connect your Instagram page separately.
Likewise, if you connected your Instagram page first, you will need to perform a separate connection process to integrate Facebook Messenger.
In other words, the integration of one platform does not automatically connect the other. Both platforms need to be individually connected to NetHunt CRM, even though they are managed through the same Meta Business Suite account.
When connecting a second messenger (if Instagram or Facebook Messenger are already integrated with CRM), Meta Business Suite may display a message that the account is already connected to CRM. This means that you will need to go to the previous settings, but this time you will see that Meta displays a second unconnected messenger, so select - edit previous settings:
In this section, Meta will display the pages of another, not yet connected messenger, where you can choose the one you want to integrate. Just like in the previous settings, select the pages of which companies you want to connect. You can also select several pages at once in this section.
In the future, you can find a list of connected chats in the settings - Chats section:
If Instagram or Facebook Messenger is displayed, it means that the integration has been successful.
Additional Instagram and Facebook Messenger settings
After connecting the corresponding messenger to the system, you can make additional settings to limit the creation of chats for certain activities, go to Settings - Chats and select the desired messenger:
You can set up access to this messenger for both roles and individual users, which you can read more about in this article:
You can also choose the types of activities that will create chats:
There are a couple of other settings and restrictions available for the Instagram page:
This way, you can personalize the settings of each messenger.
Main features of integration with Meta Business Suite
Let's take a look at the main features of this integration. It works the same for both Instagram and Facebook Messenger. A new chat will be created in CRM under one of the following conditions:
A new message will be written to your direct messages.
A comment is left under your post.
A reaction to your story is received.
New chats will be created in the appropriate section of the respective messenger:
You can see if this chat has been replied to or not:
If a contact is contacting you for the first time, you can quickly create a new one and save the necessary information in NetHunt CRM:
The system will record the name and surname of the contact (if it is available) and fill in the fields that will be configured by default to create the record.
Inside chats, we can see the message sent to us on Instagram or Facebook Messenger and write a reply to it. We can also receive and send files or images in response:
If a contact was created from this chat, the chat also goes directly to the Timeline and stays there as well:
You can also communicate with a contact directly from the Timeline while working with the fields available in the record:
If you have talked and realize that all issues have been resolved, you can end the conversation:
Conversations that have been completed go to the archive and are not displayed in the general list, to return to them, click this button:
You can also filter conversations by a specific user or, for example, filter only those chats that have not yet been replied to:
Troubleshooting Instagram and Facebook Messenger issues
No messages from Instagram direct:
At first glance, it may seem that the integration is not working, but it is not. In this case, the Meta Business Suite tool needs you to respond to a message in the To-do list section that you need to additionally confirm and grant permissions to the Instagram inbox.
As soon as this permission is added, the integration will immediately start creating new chats from incoming messages, reactions to stories, or any comments under your posts.
No ability to reply to Instagram chats:
There are situations when you need to respond to an Instagram chat that was still in progress yesterday, but it's impossible, and it seems like the integration doesn't work - it does. Meta Business Suite has its own restrictions for responding to Instagram messages. For some chats, it can be 24 hours, for others 12 hours or even less. NetHunt CRM cannot influence these restrictions on its part and affect the lifetime of the chat and the ability to respond to it. All this works automatically on the part of the Meta Business Suite algorithms, and these algorithms independently decide which chat can be answered for how long.
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