How to Let Pippin Reply to Messenger Messages

Summary

Overview: Turn on Messenger for a connected Facebook Page, and Pippin replies to the direct messages people send that Page. Pippin's first reply tells the customer it is an AI assistant. Messenger uses the same Facebook connection as Facebook Lead Ads.

Prerequisites:

• You are signed in as the workspace Admin.
• You have at least one Lead Scoring attribute in Settings › AI Studio.
• Your Facebook Page is connected, and you approved the messaging permission when you connected it.

Step-by-Step Instructions

Step 1: Connect your Facebook Page

1. In the sidebar, go to Settings › Channels and click the Messenger tile. The Messenger card opens below the tiles. If the tile shows Set up lead scoring first and the card says Configure Lead Scoring first before connecting a channel., add a Lead Scoring attribute in Settings › AI Studio first.
2. If it says Messenger uses your Facebook Page connection. Connect your Facebook Page to let Pippin AI reply to customer DMs., click Connect Facebook and approve access on Facebook, including the messaging permission. Facebook sends you back to Settings › Channels with the Facebook tile open, so click the Messenger tile again.
3. If it says Your Facebook connection doesn’t include Messenger permission. Reconnect Facebook and approve messaging access to enable Messenger., click Reconnect Facebook to enable Messenger and approve the messaging permission this time.

Step 2: Turn Messenger on for a Page

1. When the Messenger tile and card show Connected, each connected Page is listed with a switch. Connected means your Facebook connection includes the messaging permission; Pippin answers only the Pages whose switch is on.
2. Turn on the switch next to the Page you want Pippin to answer.
3. A Page that shows Reconnect Facebook to enable Messenger for this Page has no messaging permission yet, so its switch can't be turned on. To fix it, click the Facebook tile, click Disconnect, then Yes, Disconnect. Click Connect Facebook and approve the messaging permission for that Page.

Step 3: Turn Messenger off

1. Turn off the switch next to the Page. New messages to that Page no longer come into Pippify, so Pippin doesn't answer them. Your Facebook Lead Ads connection stays on.

Verify It Worked

Success criteria:

• The switch for your Page stays on after the page refreshes.
• Send a message to your Page from a personal Facebook account. The conversation appears in the Inbox, and Pippin replies (or drafts a reply for approval, depending on your automation level). The first reply says it comes from an AI assistant.

Troubleshooting

Common errors

• "Could not subscribe this Page to Messenger events. Please try again.": Facebook didn't accept the change. Fix: try the switch again in a moment.
• "This Page has no stored access token — reconnect Facebook before enabling Messenger.": reconnect Facebook, then try again.
• "Couldn’t start the Facebook connection. Please try again.": refresh the page and click the connect button again.

Limitations & considerations

• Messenger follows Meta's messaging window. Within 24 hours of the customer's last message you can reply normally. From 24 hours to 7 days, a reply from the Inbox goes out as a human-agent message ("The 24-hour window has closed — your reply will be sent as a human-agent message (allowed up to 7 days)."). After that, the customer must message you first ("Messenger's messaging window has closed — the customer must message you first.").
• In AI Studio, you can't choose Messenger or web chat as a rule's channel.
• With the Review every reply automation level, Pippin's Messenger replies wait in the Review Queue for approval.
• Disconnecting Facebook on the Facebook card also stops Messenger.

Next Steps & Related Resources

• Next steps:
  • How to Reply to a Lead From the Inbox
• Related articles:
  • How to Connect Facebook Lead Ads
  • How to Add Guidance Rules
  • Why Can't I Reply on WhatsApp or Messenger?

Need more help? For more information and assistance, please send an email to support@pippify.ai.

Last Updated: 10/15/2026