Social media messages (DMs) in the omnichannel Inbox

Receive direct messages from Facebook Messenger, Instagram (via Meta) or a generic system straight into your omnichannel Inbox, on the Social channel.

You can receive direct messages from social networks inside the omnichannel Inbox, on the "Social" channel, alongside chat, email, SMS/WhatsApp and tickets. Each incoming message becomes a conversation; the sender is matched to an existing Contact/Lead (by identifier or name) or becomes a new Lead.

The model is BYO ("bring your own account"): the Meta (Facebook/Instagram) account is yours. You can also connect a generic system that sends a simple payload { from, name, text, external_id, platform }.

Step 1: configure the integration

1. Open Settings → Integrations and find the "Social media messages (DMs)" card.
2. For Meta: provide the App Secret (verifies the webhook signature) and the verify token (used in the handshake). For a generic system: provide a shared secret.
3. Save the credentials (stored encrypted; never shown back) and click "Activate".
4. Copy the webhook URL shown.

Step 2: point the webhook

1. In the Meta developer panel, set up the messages webhook pointing to the copied URL; the handshake uses the verify token.
2. For a generic system, POST to the URL with the body { from, name, text, external_id, platform } and send the secret in the X-Social-Secret header (or the body "secret" field).

Incoming messages appear in the Inbox on the Social channel, with assignment and queue routing like the other channels, and also in the contact's "Omnichannel history". Sending outbound replies from the same screen is planned for a later stage.

Open this article inside the system →