Messenger
With the Messenger channel, your agent answers the messages people send to your Facebook Page on Messenger. You connect the Page once with Facebook, and the published agent starts answering. Conversations show up in the Inbox like any other.
Before you connect
- You manage a Facebook Page. Messenger conversations belong to a Page, not to a personal profile. If you don't have a Page yet, create one in Facebook first.
- You have full control of the Page (you are an admin). Only admins can share a Page with another app.
To check your access to a Page:
- In Facebook: switch into your Page, open Settings → Page setup → Page access (on some versions: Settings → New Pages experience). Your name must be listed under People with Facebook access with Full control.
- In Meta Business Suite: if the Page is owned through a business portfolio, open business.facebook.com, go to Settings → Accounts → Pages, pick the Page and check that you have full control.
Meta renames menus from time to time. If a name doesn't match what you see, look for the closest one.
Connect
- Open the agent and go to Channels → the Messenger card.
- Press Connect with Facebook.
- A Facebook window opens. Log in, choose the business (if your Page is in one) and your Page, keep every permission on, and finish. See The Facebook window, step by step.
- Back in Peki, a list shows your Pages under "Pick the Page to connect".
- Press Connect next to the one you want.
- The card shows Connected as and the Page's name.
Peki's access to the Page is stored encrypted and is never shown, not even to you.
Customers always talk to the published version. If the agent isn't published yet, the card says so, and nobody gets an answer. See Publishing and versions.
To try it, open your Page in Facebook or Messenger with another account and send it a message.
The Facebook window, step by step
This is where most people get stuck. Facebook shows a few screens in a row:
- Continue as your name. If Facebook remembers an earlier choice, it may skip the next screens. Press Edit settings (or Edit previous settings / Choose what you allow) so you can choose again.
- Choose the businesses. If your Page belongs to a business portfolio (Meta Business Suite), select that business. Without it, the Page doesn't show up later.
- Choose the Pages. Tick every Page you want to use with Peki.
- Review the permissions. Keep every switch on and press Save / Done.
You can come back and change these choices any time: in Facebook, open Settings & privacy → Settings → Business integrations, find Peki AI, press View and edit, and add the Page or Instagram account there. Then press Connect with Facebook in Peki again.
Permissions Peki asks for
Facebook shows a list of permissions in its window. Keep them all on: Peki needs every one of them.
| Permission | Why Peki needs it |
|---|---|
pages_show_list | To show your Pages so you can pick one. |
pages_messaging | To read and answer your Page's Messenger messages. |
pages_manage_metadata | To ask Facebook to pass new messages to Peki. |
business_management | For Pages owned through a business portfolio (Meta Business Suite). |
instagram_basic | To read the name and @username of an Instagram account linked to the Page. Used by the Instagram channel. |
instagram_manage_messages | To read and answer Instagram Direct messages. Used by the Instagram channel. |
Meta's 24-hour rule
Meta lets a business reply only within 24 hours of the customer's last message.
- After 24 hours, the agent stays silent until the customer writes again. Then it answers as usual.
- A teammate can still reply for up to 7 days. When someone on your team takes over in the Inbox, their reply is sent with Meta's "human agent" tag, which Meta allows for 7 days after the customer's last message.
- If Meta doesn't accept that reply, the Inbox shows under the message: "Outside Meta's reply window; the customer must write first."
- Automations can't start a conversation on Messenger. The customer always has to write first.
What's supported
| Feature | How it works |
|---|---|
| Text | The agent's replies are sent as plain text: formatting such as bold is removed and lists become lines. Long replies are split into several messages of up to 2000 characters each. |
| Photos and documents | Photos, PDFs and text files up to 10 MB are saved for the agent, up to 5 per message. See Files and attachments. |
| Unsupported media | Voice messages, audio, video and shared posts get the reply "I can't open this kind of file yet. Please send a photo, a PDF or a text file, or write your message." Nothing is stored. |
| Buttons | When the customer taps a button, its text is read as their message. |
| Typing indicator | Messenger shows "typing…" while the agent works. |
| Team replies | When a teammate takes over, their messages and files go out from your Page. |
| Replies from Meta's own inbox | Replies typed in Meta Business Suite show in the Peki conversation as team messages, marked Messenger. |
| Deleted messages | If the customer unsends a message, the Inbox marks it "Deleted by the customer". |
| Feedback on resolve | When your team resolves a conversation the agent answered last, the customer gets "Was this conversation helpful?" with 👍 / 👎 buttons. Ratings show in Analytics. |
| Customer profile | The person's name is filled in on their customer profile. |
The channel's own short messages (busy, file refused, thanks and so on) are in Turkish unless the customer's language is known. The agent's replies follow the language the customer writes in.
One Page, one agent
A Page answers on Messenger for one agent at a time.
- Connected to another agent in this workspace: Peki asks "This Page is connected to agent. Move it here?" Press Move it here to move it. The other agent stops answering on Messenger; its conversations stay in its Inbox.
- Connected in another workspace: Peki shows "This Page is connected in another Peki workspace. Disconnect it there first."
Messenger and Instagram of the same Page are separate channels: they can go to different agents.
Disconnecting
- Go to Channels → the Messenger card.
- Press Disconnect and confirm: "The agent stops answering here. Peki deletes its access to the Page."
Conversations stay in the Inbox. Deleting the agent also disconnects it.
To remove Peki's access fully on Facebook's side too, open Facebook → Settings & privacy → Settings → Business integrations (on some versions: Apps and websites) and remove the app.
Connecting the same Page again later just works: press Connect with Facebook and go through the steps again.
Troubleshooting
| Problem | Why, and what to do |
|---|---|
| Your Page isn't in the list | It wasn't selected in the Facebook window, or its business wasn't selected. Press Connect with Facebook again and choose Edit settings, or add it in Facebook → Business integrations → Peki AI. See The Facebook window, step by step. |
| "Facebook didn't accept the login. Please try again." | The Facebook window was closed or the login failed. Try again. |
| "Some permissions were turned off. Connect again and allow all of them." | You switched off a permission in the Facebook window. Connect again and keep all of them on; Peki asks Facebook to show the permissions again. |
| "No Facebook Pages were shared with Peki. Connect again and select your Page." | You didn't select a Page in the Facebook window, or you aren't an admin of it. See Before you connect. |
| "This Page is connected to agent. Move it here?" | The Page answers for another agent in this workspace. Press Move it here to move it. |
| "This Page is connected in another Peki workspace. Disconnect it there first." | Disconnect it in the other workspace, then connect it here. |
| "This sign-in expired. Connect with Facebook again." | The list of Pages was left open for more than 15 minutes. Press Connect with Facebook again. |
| The card says Needs reconnect | Facebook no longer accepts Peki's access: the password was changed, the app was removed, you lost admin rights on the Page, or the login expired. The Inbox also shows "This channel needs to be connected again: replies aren't reaching customers." Press Reconnect and go through the Facebook window again. |
| The card says Not available yet | Messenger isn't switched on for this Peki installation yet. |
| The agent doesn't answer after a long pause | The customer's last message is more than 24 hours old. See Meta's 24-hour rule. |
| "Outside Meta's reply window; the customer must write first." under your reply | Your reply came more than 7 days after the customer's last message, or Meta refused it as out of time. See Meta's 24-hour rule. |
| "Not delivered to the customer." under a message | Meta refused the message for another reason. Try again, or ask the customer to write. |