One Facebook connection lets the AI assistant do three things:
- Answer Messenger messages sent to your business's Facebook Page.
- Answer customers who comment under the Page's posts, privately.
- Answer messages and comments on the Instagram account linked to the Page.
Current status
To answer on its customers' Pages, Facebook (Meta) must first approve the COREBIZS app. COREBIZS is waiting for Meta's approval now. Until then, Facebook may refuse to connect your Page. Ask COREBIZS before you connect. The screen is ready; the steps below apply once Meta has approved.
Before you start
- Your COREBIZS account is an owner or manager, with two-step verification turned on. See Account security.
- Your Facebook account is an admin of the Page (allowed to send messages from the Page).
- To use Instagram:
- The Instagram account is a professional account (business or creator).
- It is linked to the Facebook Page.
- "Allow access to messages" is turned on in Instagram's message settings.
Connection steps
In COREBIZS:
- Open Channels.
- Press Add another channel.
- Under Facebook and Instagram, press Connect Facebook, Instagram. The button changes to Opening Facebook….
On Facebook's page:
- Sign in with a Page admin account (if Facebook asks).
- Choose the Pages the assistant should answer. You can choose several at once.
- Choose the linked Instagram accounts, if any.
- Leave the requested permissions as they are, then press "Save" or "Continue".
Back in COREBIZS:
- You come back to the Channels screen with a line such as 2 Facebook/Instagram channel(s) connected. The AI assistant now receives new messages. The number is how many channels were just connected.
- Each Page and each Instagram account appears as a separate channel in the list (Instagram shows as @name).
Each Page and each Instagram account counts as one channel in your plan's limit. See Channel limit by plan.
When only some connect
If you chose several Pages, some may not get in. The Channels screen then shows an extra yellow line:
- Partly connected. The other Pages were not connected because your plan has no channel slots left. Upgrade in Plan to add them.
- Some Pages or Instagram accounts could not be connected: they are connected to another business, or Facebook did not allow it. Try again, or message COREBIZS for help.
If a Page does not connect, its Instagram account is not connected either.
When it does not connect
| Message | What to do |
|---|---|
| Facebook refused access. Check that you are an admin of the Page and try again. | Sign in with a Page admin account. If that is right and it still fails, Meta may not have approved yet: message COREBIZS. |
| No Page was chosen, or you cannot send messages on the chosen Pages. Try again and choose your business's Page. | Start again and tick your Page. |
| You did not allow access, so nothing was connected. Try again and press "Allow" or "Continue". | Start again and grant the permissions. |
| Your plan has no channel slots left. Disconnect a channel you no longer use, or upgrade in Plan. | Disconnect a channel or upgrade. |
| Facebook is not responding. Try again in a few minutes. | Wait a few minutes and try again. |
24-hour reply limit
- The AI assistant can only reply within 24 hours of the customer's last message.
- Staff can reply up to 7 days after the customer's last message (Facebook allows this only for people, not for the AI assistant).
- After that nothing can be sent: call the customer, or wait for them to write again.
The 30-second rule
Facebook requires automated messages to be answered within 30 seconds. If the AI assistant has no answer after about 25 seconds, it stops waiting and sends the customer a notice that staff will take over. The chat moves to the Need you tab for staff to answer.
Page and Instagram comments
When a customer comments under a post:
- Each comment becomes its own conversation, labelled Page comment (or Instagram comment).
- The assistant answers with one private message to the customer's inbox, not publicly under the post.
- Each comment can get only one private message, within 7 days of the comment. Once it is sent, the conversation moves to Done by itself.
- When the customer answers that message, the chat continues in Messenger (or Instagram messages) as usual.
- Comments during an Instagram live stream are not answered yet.
After connecting
- The assistant's first message to each customer always says it is an AI assistant. This cannot be turned off.
- If you change your Facebook password, lose Page admin rights or remove the COREBIZS app on Facebook, the channel shows Problem or Access withdrawn. See Reconnect.