Instagram or Facebook DMs not coming into GoHighLevel
Short answer
Instagram and Facebook messages reach GoHighLevel only when Instagram is a professional account linked to your Facebook page, Allow access to messages is on in Instagram, the person who connected has full access to the page and its messages, LeadConnector has messaging permission, and messaging is switched on in HighLevel's Facebook settings. Replies can fail because Meta only allows business replies within 24 hours of the customer's last message.
How to fix it
- Check the Instagram account. It needs to be a professional account connected to a Facebook page.
- Allow message access. In Instagram: Settings > Messages and story replies > Message controls > Connected tools > Allow access to messages.
- Connect in HighLevel. Settings > Integrations > Facebook & Instagram > Connect, choose the page and connect both.
- Check LeadConnector's permissions. In Facebook's business integrations settings, confirm LeadConnector can send and access messages for the page.
- Check your own access. In Meta Business settings, your user needs full access to the page and message access, and send and receive access on the Instagram account.
- Switch messaging on. Settings > Integrations > the Facebook card > Settings: turn on Messenger and Instagram messaging.
- Test from another account. Message the page from a personal account, not the business one, and check Conversations.
- Reply within 24 hours. Meta gives businesses 24 hours from the customer's last message to reply.
Common questions
- Do messages from before I connected come in?
- We didn't find an answer in HighLevel's or Meta's documentation; plan on new messages only.
- Why can't I reply to an old message?
- Meta's 24-hour window closed. The customer has to message again.
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