Messenger messages directly in the shared inbox

Let customers contact you through Messenger while your team handles the conversation in Tvixel. Messages are created or added to a ticket in the shared inbox, where the team can follow the conversation and assign responsibility.

Try Tvixel for free

The customer uses Messenger • The team works in Tvixel

Messenger integration

Connect your Facebook Page to Tvixel

When a customer messages your company’s Facebook Page through Messenger, the message is automatically sent to Tvixel.

Team members can read and reply to the message directly from the ticket in Tvixel. The reply is sent back to the customer and appears in the same Messenger conversation.

Make Messenger a shared channel

Messenger messages are sent to the department selected by your company in Tvixel. Team members with access to the department can view the conversation and help handle the enquiry.

The ticket can be assigned to a team member, moved to another department and given a status in the same way as your other tickets.

Reply from Tvixel

The team member writes the reply on the ticket in Tvixel, and the customer receives it in Messenger. The customer does not need to use Tvixel or change how they contact your company.

The conversation can continue on the same ticket, giving the team access to the previous messages.

Try Tvixel now
Try Tvixel for free

Connect your Facebook Page to Tvixel and handle Messenger messages alongside your other customer enquiries.

  • 14-day free trial
  • No payment card required
Get started
The customer stays in Messenger

The customer sends and receives messages in their usual Messenger app. They do not need to know about Tvixel or use another system.

Messages go to the right department

Your company chooses which department should receive new Messenger enquiries or let AI deside for you. 

The team shares the conversation

Team members with access can view the conversation, assign responsibility and help each other handle the enquiry.

How does the Messenger integration work?

The customer messages your company’s Facebook Page through Messenger. The message is automatically sent to Tvixel and created or added to a ticket in the shared inbox. A team member can then reply from Tvixel.

Your company needs a Facebook Page. The person connecting the Page to Tvixel must have the necessary permissions to manage the Page’s messages and integrations.

 

It doesn’t work with a Facebook group or a private profile.

Yes. Team members with access to the selected department can view the ticket and conversation. The ticket can also be assigned to a specific team member. This means you no longer need to grant your employees access and permissions for your Facebook page.

No. The integration creates and updates tickets from new messages received after the Facebook Page has been connected to Tvixel. Previous conversations are not imported.

The integration is designed to handle conversations started by customers messaging your Facebook Page. It cannot be used to start a new Messenger conversation with an arbitrary Facebook user.

Messenger generally provides a 24-hour messaging window after the customer’s most recent message. Your company can send standard replies during this period. If more time has passed, Meta may restrict which messages your company is allowed to send.