Read and reply to Messenger and Instagram messages (add-on)

Messages sent to your Facebook Page, and to the Instagram account linked to it, arrive in the Messenger and Instagram tabs under Inbox. Both tabs come with the Social channels add-on; without it they don’t exist in your workspace.

Turn on the add-on

An admin can see what the workspace has under Admin, Add-ons. Active add-ons lists what your plan includes; Available add-ons lists the rest, with a note to contact us to enable them. The Social channels add-on is described as Facebook and Instagram messages answered from your Inbox. Until it is active, the sidebar shows no Messenger or Instagram rows and the Inbox home says nothing about either channel.

Connect the Page

One Facebook Page connects per workspace, and only an admin can connect it. To connect:

Open Admin, click Workspace Channels, and find the Messenger & Instagram card.
Click Connect Facebook Page, sign in with Facebook, and pick the Page.
Back on the card, check for Active, Page token stored, and either Instagram linked or No Instagram account linked.

Admins can also click Connect Facebook Page on the empty Messenger tab; members see a note that an admin can connect the Page. The tab explains a failed attempt. Examples are an account that administers no Pages or more than one, or a Page already connected to another workspace.

Instagram has no connect step of its own. Mesy reads the Instagram account linked to the Page when the Page is connected. If the Instagram tab says the Page has no linked Instagram account, link a professional account to the Page in Meta’s settings. Then have an admin reconnect the Page. Disconnect Facebook Page on the card stops both channels after you confirm.

Find a conversation

Each tab lists one row per person, with an unread dot and the time of the last message. The row shows a profile name where Meta provides one. Filter conversations narrows the list, and the chip beside it cycles through In CRM and Not in CRM. Opening a conversation clears its unread dot.

New messages arrive on their own. Sync past conversations in the header pulls in the history from before the Page was connected. Any member can run it, and it covers both channels at once. Open Business Suite opens the Page’s whole inbox in Meta Business Suite.

Link a person to a record

Mesy links these conversations when you choose a record or approve a proposed contact. On an unlinked conversation, Link opens a record search. Add to CRM stages the person as a proposed contact for you to approve in Approvals.

A linked conversation shows the record as a chip. Replace searches for a different record, and Unlink this record removes the link. These controls appear when you can edit the linked record; a replacement also requires edit permission for the new record. An inaccessible or deleted record appears as Linked record unavailable.

The conversation also shows on the record itself. Open the record and click Conversations to read every chat linked to it, Messenger and Instagram together, and Open in Inbox to come back here.

Read and reply

Text shows as bubbles, images inline, and other attachments as a row with the filename. An outgoing message shows Sent and the time; Meta gives Mesy no delivered or read receipts, so none are shown. Replies the business sent from Meta’s own tools appear in the thread as sent messages.

Meta lets a Page reply only within 24 hours of the person’s last message, and Mesy applies the same rule. To reply:

Open the conversation.
Type in the Type a reply box. Enter sends; Shift+Enter starts a new line.
Click Send. Your message appears in the thread.

Under the box, Mesy says when the reply window closes. After it closes, a notice replaces the box and explains that the reply won’t be delivered. You can’t start a conversation from Mesy: the person must message the Page first.

Use the AI panel

Click Mesy Messenger or Mesy Instagram to open the panel for that tab. It lists Unread customer conversations and any AI proposals waiting on you, or says All clear in Messenger or All clear in Instagram. Its Add to CRM tool stages the selected unlinked conversation.