Skip to main content
Connect the Facebook Page you already use and every Messenger chat with that Page arrives in your Keloa inbox as a conversation. Your AI agent answers within Meta’s 24-hour reply window, and teammates can step in at any time. The same Page can also run Instagram in Keloa when an Instagram professional account is linked to it.

​
Prerequisites

  • A Keloa workspace on Growth or higher, and the owner or admin role.
  • A Facebook Page (not a personal profile).
  • A Facebook login that manages that Page.
Messenger and Instagram are included from Growth. There’s no limit on the number of Pages you connect.

​
Connect Messenger

1

Open Facebook Messenger in Integrations

Sidebar → Integrations → Facebook Messenger. The Connect Facebook Messenger window opens and lists the permissions Keloa asks for.
2

Continue with Meta

Click Continue with Meta and log in with the Facebook account that manages the Page.
3

Pick the Page

In Meta’s window, tick the Page or Pages you want to connect and approve the permissions.
4

Back in Keloa

Keloa confirms “Connected 1 Page.” The Page appears in the Messenger panel. Send the Page a message from another Facebook account to check that it arrives.
To add another Page later, open Integrations → Facebook Messenger and click Connect Page. Keloa only receives the access token Meta issues for the Pages you pick. See Instagram for the full list of permissions.
A Page answers into one Keloa workspace at a time. If Meta finds no Pages on your account, Keloa says “To use Messenger, you’ll need a Facebook Page first” and offers Create a Page.

​
Reply window

Meta lets businesses reply within 24 hours of the contact’s last message. Every new message from the contact opens the window again.
  • Inside 24 hours, you and your AI agent reply freely.
  • After 24 hours, the reply box is locked and the AI agent stops answering, unless your workspace turned on the extended reply window.
  • Extended reply window (24h–7d). In the Messenger or Instagram panel in Integrations, an owner or admin can turn this on. Teammates can then reply for up to 7 days after the contact’s last message; the AI agent stays paused during that time, as Meta’s policy requires. Turn it on only after Meta has approved your business for the Human Agent permission.
  • After 7 days, nobody can reply until the contact writes again.
Keloa doesn’t send other Meta message tags or one-time notifications.

​
What the AI does

  • One AI agent per Page. Pick it on the Page’s card under Answered by. You can also bind it from the agent editor: Channels → Social channels → Facebook Messenger → Bind to this agent.
  • Inside the 24-hour window only. Outside it, the conversation waits for your team.
  • The whole conversation as context. The AI agent reads the full conversation, not only the latest message. See Conversation memory.
  • Plain text. Replies are sent as plain text without formatting. Long answers are split into messages of under 2,000 characters.

​
Messages and media

  • Messages with text, photos, videos, audio and files. Keloa downloads attachments up to 25 MB.
  • Button taps arrive as messages.
  • Unsent messages. When a contact unsends a message, the conversation shows “The customer unsent this message”.
  • Replies from Meta’s own inbox. A reply your team sends from the Page inbox in Meta Business Suite also appears in the Keloa conversation.
  • Read receipts are recorded automatically.
  • Outbound is text only. Sending files or GIFs isn’t supported.

​
The Page’s card

Click Check connection on the card to check that Meta still accepts the access and sends the Page’s messages to Keloa.

​
Satisfaction surveys

Keloa can send a CSAT survey as a message with a link to the rating page. Turn it on under Settings → Customer satisfaction → Channels → Messenger & Instagram. Meta only allows the survey within 24 hours of the contact’s last message, so a 24-hour survey delay usually skips Messenger.

​
Disconnecting

Integrations → Facebook Messenger → Disconnect on the Page’s card. New Messenger messages from the Page stop arriving. Instagram on the same Page keeps running. Past conversations, contacts and messages stay searchable in your inbox, and you can reconnect at any time.

​
Troubleshooting