Messenger and Instagram integration
Facebook and Instagram messages in your CRM. One team, one view.
EasyCRM receives messages from Facebook Messenger and Instagram Direct Messages via the Meta Graph API v19.0. Every message lands in the unified inbox alongside emails and WhatsApp messages – on the contact record, in the context of the full customer relationship. Your team does not need to monitor a Facebook page or Instagram profile separately.
Facebook Messenger
Messages from your Facebook page in the CRM inbox
EasyCRM connects to your Facebook page via the Meta Graph API v19.0. When a customer sends a message to your page, EasyCRM receives it through an HMAC-verified webhook – every message is signature-verified to confirm it comes from Meta and not a third party. The message appears in the EasyCRM unified inbox on the relevant contact card. You write a reply directly in the CRM and the Meta Graph API delivers it to the customer's Messenger thread. A page access token is stored per page, encrypted at the organisation level.
- Messenger messages received via HMAC-verified Meta webhook
- Replies sent via the Meta Graph API v19.0
- Messages visible on the contact card in the unified inbox
- Encrypted page access token stored per organisation
- Real-time conversation status (open/snoozed/closed)
Instagram Direct Messages
Instagram DM in the same place as Messenger
Instagram DM uses the same webhook endpoint as Facebook Messenger – EasyCRM distinguishes messages by the object type field in the webhook payload (instagram vs. page). When a customer sends a direct message to your Instagram profile, EasyCRM processes it through the InstagramDmAdapter and displays it in the inbox. The reply goes back via the Meta Graph API directly into the customer's Instagram DM. Your team does not need Instagram open on their phone – everything is visible in the CRM inbox, next to Messenger messages, emails, and WhatsApp conversations. Instagram DM is subject to the same GDPR and security mechanisms as all other channels.
- Instagram DM via the same Meta webhook (object=instagram)
- Automatic routing: Messenger vs. Instagram messages distinguished
- Replies via Meta Graph API to Instagram DM
- Visible in the inbox alongside Messenger, email, and WhatsApp
- Same HMAC security layer as all other channels
Team visibility and context
Social messages linked to the customer CRM relationship
Messenger and Instagram messages in EasyCRM are not isolated from the rest of the CRM. Every conversation is shown on the contact card with the full history: previous emails, WhatsApp threads, VipTEL call logs, deal status, and activities. If a customer messaged on Facebook, then called, and then sent an email, the team sees the complete story in one place. Filtering the inbox by channel lets you focus on Messenger or Instagram separately. Every conversation's status updates in real time via WebSocket – two colleagues will never reply to the same message.
- Messenger and Instagram conversations linked to the contact record
- Team sees the full customer history across all channels
- Filter inbox by channel (Messenger or Instagram)
- Real time: conversation status updates via WebSocket
- Role permissions control inbox access
What you gain
Social messages without social networks open in a browser tab
- Messenger and Instagram DM visible directly in the CRM – no switching
- The whole team has access to social messages, not just one page admin
- Every message is historically recorded on the contact card
- HMAC verification ensures messages genuinely come from Meta
- Customers communicate via social networks, the team works in the CRM
- The EasyCRM mobile app shows Messenger and Instagram messages too
Works with
FAQ
Questions about Messenger and Instagram integration
Give customers social channels – and give your team CRM visibility over them
Sign up free and connect Messenger and Instagram to EasyCRM.