Set up the Meta channel

Summary

You set up the Meta channel on the Meta tab of the Entry-points screen in the KonversAI console. The screen has the title Customer entry points. On that tab you connect a Facebook Page, and optionally a linked Instagram Professional account, so Messenger and Instagram direct messages reach KonversAI. The assistant can then answer those DMs. After a connection is enabled and the webhook shows subscribed, your team also sees Conversations > Meta in the left sidebar.

Who can do this

A team member with the View tenant settings permission opens Settings > Entry-points in the KonversAI console. A team member with the Modify tenant settings permission connects, reconnects, enables, disables and disconnects Meta. A Tenant Admin holds both permissions. The Facebook account you use for Connect Meta must be an admin of the Page you want to connect. Without Modify tenant settings, you can open the Meta tab but you cannot start a connection.

Before you start

Have a Facebook Page ready. Instagram Direct needs an Instagram Professional account that is linked to that Page. You need Page admin access in Meta for the Facebook account that completes Connect Meta.

Decide what KonversAI may do for you in Meta. Connecting grants KonversAI permission to list your messaging-capable Pages, receive Messenger and Instagram DMs for the assets you connect, and send replies as your Page or Instagram account. KonversAI does not receive the end-customer’s email address or phone number from Meta. Profile details such as name, username and picture are display-only.

Know that one Facebook Page can belong to only one KonversAI tenant. If another workspace already connected that Page, KonversAI shows One or more Pages are already connected to another tenant.

Finish the Facebook Login dialog in the same browser where you are signed in to KonversAI. The help text says: Completes in this browser session. Do not copy the authorize link to another device.

Steps

1. Select Settings in the left sidebar of the KonversAI console, then select Entry-points. The screen opens with the heading Customer entry points.
2. Select the Meta tab. With no connection yet, the screen shows No Meta connections yet and the line Connect a Facebook Page (and optionally a linked Instagram Professional account) so Messenger and/or Instagram DMs can route into this tenant. You need Page admin access in Meta.
3. Under Platforms to connect, check Messenger, Instagram, or both. You must check at least one. Messenger uses your Facebook Page. Instagram needs the Professional account linked to that Page.
4. Select Connect Meta. The button changes to Redirecting to Meta…, then Facebook Login opens. Sign in with a Page admin account, pick the Pages and Instagram assets Meta shows you, and approve the access KonversAI needs to read and reply to those DMs.
5. After Meta returns you to the console, look for Meta connected successfully. Each connected surface appears as its own card with a Messenger or Instagram chip. A card can show Webhook: subscribed or Webhook: not subscribed — reconnect. When at least one card is enabled and Webhook: subscribed, Conversations > Meta appears in the left sidebar.
6. Leave Require human review before send unchecked if the assistant should send replies by itself. Check it if every AI reply should park in the Meta inbox for a person to approve. The help text says: When checked, AI replies park in the Meta inbox for an operator to approve. When unchecked, replies send automatically. New connections start with automatic send.
7. Select Disable on a card to stop KonversAI from receiving new DMs on that surface, and to stop automatic replies for it. The card then shows a Disabled badge. If no other healthy Meta connection remains, Conversations > Meta leaves the sidebar; existing threads stay in the system. Select Enable to turn the surface back on.
8. Select Reconnect when the webhook pill says not subscribed — reconnect, when Meta revoked access, or when you need to refresh platforms after the first connection. The Connect Meta panel only appears when this tenant has no Meta cards yet. A window titled Reconnect Meta asks which platforms to refresh. Select Continue to Meta, finish Login again, then return to the console.
9. Select Disconnect only when you want the connection and Meta tokens gone from this tenant. The window titled Disconnect Meta? states that conversation history is kept, and that the webhook subscription is removed when this is the last config for the Page.

FAQ

What does connecting Meta allow KonversAI to do?

Connect Meta on the Meta tab of the Entry-points screen lets KonversAI receive Messenger and Instagram direct messages for the Facebook Page and Instagram Professional account you approve, and send replies as that Page or account. KonversAI stores the connection tokens for your tenant, the Page and Instagram identifiers, and the message threads that arrive. KonversAI does not get the customer’s email or phone from Meta. If a tool later needs a verified email or phone, the assistant asks the customer in the conversation and uses KonversAI’s own verification flow.

Do I need to opt in for privacy or GDPR reasons?

Yes. A Page admin must complete Connect Meta and approve Meta’s permission dialog. That approval is the consent for KonversAI to process those DMs for customer service. You remain responsible for your own privacy notice to customers who message your Page or Instagram account. Disconnecting removes the connection tokens from the tenant; it does not erase past conversation history in KonversAI.

Why does Connect Meta fail with “One or more Pages are already connected to another tenant.”?

That Facebook Page is already linked to a different KonversAI workspace. One Page maps to one tenant. Open Settings > Entry-points > Meta in the other workspace and select Disconnect there first, or use a Page that is not connected yet. Then select Connect Meta again in this tenant.

What do the Meta connection error messages mean?

After Facebook Login, the Meta tab can show these banners. Meta connection was cancelled or denied. means you cancelled or refused access in Meta. OAuth session was invalid or expired. Start Connect Meta again from this browser while logged in. means the Login session timed out; start again in the same browser while signed in to KonversAI. One or more Pages are already connected to another tenant. means that Facebook Page already belongs to a different KonversAI workspace. Could not exchange the Meta authorization code for a token. Try again. means the token step failed; retry Connect Meta. Connected, but webhook subscription failed for at least one Page. Reconnect to retry. means the Page linked, but Meta is not delivering events yet; select Reconnect. No messaging-capable Pages or Instagram accounts were available to connect. means the Facebook account had no Page or linked Instagram Professional account that can message. Meta is not configured on this environment. Contact support. means KonversAI’s Meta connection is not set up on the server. Could not save the Meta connection. Try again or contact support. means the connection almost finished but KonversAI could not store it. You do not have permission to connect Meta. means your role lacks Modify tenant settings.

How do I stop Meta without deleting past conversations?

Open the Meta tab of the Entry-points screen in the KonversAI console. Select Disable on the card to stop new inbound DMs and automatic replies for that surface, and keep the connection. Select Disconnect to remove the connection and Meta tokens. The disconnect window states: Conversation history is kept. Threads stay under Conversations > Meta.

Someone removed our app in Facebook. What happens to KonversAI?

When a Facebook user removes KonversAI’s Login access, KonversAI revokes the Login-sourced Meta connections that person granted. Conversation history from Messenger and Instagram is not deleted by that action, because those messages use different Meta identifiers. To connect again, open Settings > Entry-points > Meta and use Connect Meta or Reconnect.

How do I check a Meta data deletion request from Facebook?

Facebook can send the person who connected Login to a KonversAI status page with a confirmation code. That page is titled Meta data deletion request. Statuses include In progress — we are removing Login-sourced Meta connection data for your Facebook account., Completed — Login-sourced Meta connection data for your Facebook account has been removed., and Completed — we had no Login-sourced Meta connection data stored for your Facebook account. The page also states: Messenger and Instagram conversation history is not deleted by this request (those messages use different Meta identifiers). For a broader personal-data request that is not the Facebook Login callback, use the instructions on KonversAI’s public delete-my-data page, or email contact@konvers.ai with subject delete my data.

Where do I read Messenger and Instagram conversations after set-up?

Select Conversations in the left sidebar of the KonversAI console, then select Meta. That screen holds Messenger and Instagram threads. The set-up itself stays under Settings > Entry-points, on the Meta tab. See Answer a Meta conversation.