Connecting Facebook & Instagram Messenger

Route Facebook and Instagram DMs into your Noddle inbox and respond without switching apps.

Noddle connects directly to your Facebook Page and Instagram account so that messages sent to your business through Facebook Messenger or Instagram DMs flow straight into your Noddle Conversations inbox — alongside your SMS, email, and other channels.

What This Enables

Respond to Facebook and Instagram DMs from inside Noddle without switching to Meta's apps
Every DM automatically creates or updates a contact record
Automate responses to common questions with Automations
Keep your entire team's communication history in one place

Connecting Facebook & Instagram

Go to Settings > Integrations.
Find Facebook & Instagram and click Connect.
Log in to your Facebook account when prompted.
Select the Facebook Page you want to connect (make sure this is the page linked to your Instagram business account).
Click Connect and then Sync Leads.

Once connected:

New DMs to your Facebook Page appear in Conversations under the Facebook channel
New DMs to your Instagram business account appear under the Instagram channel
Contacts are created automatically based on who messages you

Note: You must be an Admin on the Facebook Page to connect it. Personal Instagram accounts cannot be connected — only Business or Creator accounts linked to a Facebook Page.

Responding to Messages

Go to Conversations and filter by Facebook or Instagram channel.
Click on any conversation to open it.
Type your reply at the bottom and hit Send.

Replies go directly back to the contact on Facebook Messenger or Instagram DM — they never need to know you're using a different platform to manage it.

Meta's 24-Hour Rule

Facebook and Instagram have a platform policy that limits outbound messaging: you can only send messages to a contact within 24 hours of their last message to you. After that window closes, you cannot initiate a new message to them through Messenger or DM (though you can still contact them via SMS or email if you have that info).

This means Messenger and Instagram DMs work best for:

Real-time customer service conversations
Responding quickly to inbound inquiries
Automating immediate replies to comments or DMs

For proactive outreach (marketing, follow-ups), SMS and email remain the more reliable channels.

Automating Messenger Responses

You can set up Automations triggered by incoming Facebook or Instagram messages:

Someone DMs your Facebook Page → Auto-reply: "Thanks for reaching out! We'll get back to you shortly."
Someone comments on your Facebook post → Auto-DM them with more info
New Instagram DM → Create a contact and assign to a team member

Use the Customer Replied or Facebook/Instagram Message Received trigger in Automations to set these up.