Meta Messenger AI is the workflow at /docs/guides/ai-integration-guide. Meta Messenger integration captures Facebook Messenger leads and can power AI-assisted replies. An admin opens Settings to Integrations to Meta Messenger and enters the App ID, App Secret, page access token. In the Meta developer console they subscribe the page webhook to the ServiceFlow API host shown in the UI.
Settings to Integrations to Meta Messenger Connect Meta/Facebook app credentials and page subscription (per integration form). Receive Messenger conversations as leads or linked customer threads (behavior per your configuration). Use AI replies when OpenAI is also enabled. Route high-intent chats to staff via Messaging Timeline or manual follow-up. Facebook Business Page with Messenger enabled. Meta developer app with webhook URLs pointing to your ServiceFlow API host. OpenAI enabled for AI auto-reply features. Enter App ID, App Secret, Page access token, verify token as labeled. Message your Facebook Page from a test account. Confirm lead or thread appears in ServiceFlow. Verify AI or manual reply path works. Assign lead owner in Leads or respond in messaging tools. Config-gated, setup is technical; many businesses need implementer help for Meta app review. Instagram DM unified inbox may be partial depending on Meta API scope. /docs/guides/ai-integration-guide step 4 is Connect Meta Messenger (admin).
Overview
Meta Messenger integration captures Facebook Messenger leads and can power AI-assisted replies—so social inquiries enter ServiceFlow instead of staying only on Facebook.
How to access
Settings → Integrations → Meta Messenger
How do you connect Meta/Facebook app credentials and page subscription (per integration form)?
Connect Meta/Facebook app credentials and page subscription (per integration form).
- Connect Meta/Facebook app credentials and page subscription (per integration form).
- Receive Messenger conversations as leads or linked customer threads (behavior per your configuration).
- Use AI replies when OpenAI is also enabled.
- Route high-intent chats to staff via Messaging Timeline or manual follow-up.
Prerequisites
- Admin access to Integrations.
- Facebook Business Page with Messenger enabled.
- Meta developer app with webhook URLs pointing to your ServiceFlow API host.
- OpenAI enabled for AI auto-reply features.
Step-by-step
Connect Meta Messenger (admin)
- Settings → Integrations → Meta Messenger.
- Enter App ID, App Secret, Page access token, verify token as labeled.
- Subscribe page webhooks in Meta developer console using URLs shown in UI.
- Enable integration → Save.
Test a conversation
- Message your Facebook Page from a test account.
- Confirm lead or thread appears in ServiceFlow.
- Verify AI or manual reply path works.
Hand off to staff
- Assign lead owner in Leads or respond in messaging tools.
- Convert to estimate when qualified.
Current limitations
- Config-gated — setup is technical; many businesses need implementer help for Meta app review.
- Instagram DM unified inbox may be partial depending on Meta API scope.
- AI auto-reply should be monitored—disable auto-send if quality drops.
- Ad attribution and CAPI are separate from Messenger chat (see Google/Angi guides for ads leads).
Roadmap
- Human approval queue for AI drafts.
- Unified social inbox with Yelp and SMS.
- Click-to-call handoff to Call Center.
Example: a Facebook message that should become a lead
An admin opens Settings → Integrations → Meta Messenger and enters the App ID, App Secret, page access token, and verify token the form asks for. In the Meta developer console they subscribe the page webhook to the ServiceFlow API host shown in the UI, then enable the integration. A test message from another Facebook account should show up as a lead or a linked thread, depending on how the business is configured. It does not skip the lead list and create a job.
AI replies also need OpenAI. Without that key, messages can still arrive and a person answers them in Messaging. High-intent chats are handed to staff. They are not auto-booked onto the calendar unless a person creates the job. The Facebook page must have Messenger on. A wrong verify token fails the webhook. Fix the token. Do not create a duplicate customer by hand until you have checked Leads for the test name.
Disconnecting stops new delivery. It does not delete threads you already stored.