Social FAQ

Can I import my personal Facebook messages?

No. Facebook only allows third-party apps to manage messages sent to Facebook Pages. Personal messages aren't accessible. You connect your personal Facebook account only to access the list of Pages you manage.

How do I connect a Facebook Page?

1. Go to Settings > Accounts > Add account

2. Select Messenger Business

3. Connect your personal Facebook account

4. Select the Page you want to import

No past history is imported. Only new messages after connecting will appear.

Looking to delete a Messenger account? See How do I disconnect a social account?

How do I connect an Instagram account?

1. Go to Settings > Accounts > Add account

2. Select Instagram Business

3. Connect your personal Facebook account

4. Select the Instagram account you manage

No past message history is imported. Only new messages after connecting will appear.

Looking to delete an Instagram account? See How do I disconnect a social account?

Why do I need a Facebook Page for Instagram?

Meta manages Instagram business integrations through Facebook. Even if you only want Instagram DMs, you need a Facebook Page connected to your Instagram Business account.

Can I connect my personal Instagram account?

No. Only Instagram Business or Creator accounts are supported. Convert your personal account to a professional account in Instagram settings.

Why don't my messages appear in Missive?

No past history is imported. Only new messages after connecting appear.

If new messages still don't appear, your inbox may be configured as a "Secondary Receiver" (often due to a chatbot). To fix:

1. Open facebook.com

2. Click your Facebook Page on the left

3. Click Settings > Advanced Messaging

4. Click Configure next to Messenger receiver or Instagram receiver

5. Change options until they all show Select

If issues persist, revoke Missive from Facebook Business integrations settings and reconnect.

For Instagram, enable "Allow Access to Messages" in the Instagram mobile app.

What's the 24-hour messaging window?

Facebook and Instagram have a 24-hour response window policy for businesses. You can only reply to a customer within 24 hours of their last message. After that, you can't send new messages until they message you again.

This is a Meta policy, not a Missive limitation.

Can I send the first message to a customer?

No. On Messenger and Instagram, businesses can only respond to customers who message first. You cannot initiate conversations.

How do I block someone on Messenger?

Ban them from your Facebook Page:

1. Log in to your Facebook Page

2. Go to Inbox

3. Select the contact

4. Click the 3-dot menu

5. Click Ban from page

Banned people can't post, comment, or send messages. They won't be notified.

What does "Unsupported message - View on Instagram" mean?

The Instagram API doesn't provide all message types. Some messages show this placeholder because Instagram sends it instead of the actual content.

This is an Instagram limitation, not Missive.

Do reactions and emoji responses work?

Basic text replies work fully. Some interactive features like reactions may have limited support or display differently in Missive.

Can I share a Messenger conversation with my team?

Yes. Connect the account as a shared account, or share individual conversations using Missive's standard sharing features.

What permissions does Missive need?

Missive requests permissions to:

• Read messages sent to your Page/Instagram

• Send messages on behalf of your Page/Instagram

• Access basic Page/account information

These are the minimum permissions required to receive and reply to messages.

Can I connect multiple Pages or Instagram accounts?

Yes. Repeat the connection process for each Page or Instagram account. Each appears as a separate account in Missive.

How do I disconnect a social account?

1. Go to Settings > Accounts

2. Select the Facebook account you want to remove

3. Before deleting, you may need to delete the connected Pages and Instagram accounts first. If required, this will be shown in the account settings.

4. In the Delete account section, click Delete

Also remove Missive from your Facebook Business Integrations or Instagram Apps and Websites settings.

Why is my account showing as disconnected?

Facebook/Instagram tokens can expire or be revoked if:

• You changed your Facebook password

• You removed Missive's access in Facebook settings

• Facebook's security systems flagged unusual activity

Reconnect the account in Settings > Accounts.