Connect Facebook Messenger
Messenger lets customers reach you from your Facebook Page. Once connected, Costello replies to new Page messages automatically — the same as it does on Instagram DMs.
Before you start
You need:
- A Facebook Page for your clinic (not a personal profile — Page messages have a different API endpoint).
- Admin access to that Page.
If your Instagram is already connected, you almost certainly have the Page set up — Instagram Business accounts require a linked Page. In that case, the Messenger connection is a one-step add-on rather than a fresh setup.
The connection flow
- In Costello, open Integrations in the top nav.
- Find the Messenger card and click Connect.
- Costello redirects you to Facebook to authorise the connection.
- Sign in with the Facebook account that has admin access to your Page.
- Select the Page you want Costello to manage messages for.
- Click Done — you'll be redirected back to Costello.
You should see a green "Connected" badge on the Messenger card within a few seconds.
Permissions Costello asks for
pages_messaging— send and receive messages on behalf of your Page. This is the core permission.pages_manage_metadata— subscribe to the Page's message webhook so Costello knows when a new message arrives.pages_read_engagement— read the Page's engagement so Costello can identify the Page correctly.
Costello does not ask for permission to post on your Page, manage your ads, or access analytics.
Verifying the connection
- On your phone, open Facebook → search for your clinic's Page.
- Tap Send message and send a test enquiry.
- Within ~60 seconds, Costello will reply.
If nothing arrives after 2 minutes, check the troubleshooting section below.
Troubleshooting
"Page disconnected" in Costello
Meta expires access tokens periodically. Click Reconnect on the Messenger card and re-authorise.
Test message not arriving
- Confirm the Messenger card shows "Connected" (not "Token invalid").
- Send the test from a different Facebook account — you can't test with the account that owns the Page.
- Check the Activity tab in Costello — the message may have arrived but Costello chose not to respond for a content reason.
I only see "Connect Instagram" — no Messenger option
Your plan may only support one channel. See channel cap explained →
Messenger vs Instagram: key differences
| Messenger | ||
|---|---|---|
| 24h reply window | No — Messenger allows follow-ups outside 24h | Yes — Instagram DMs require a reply within 24h of the customer's last message |
| Rich attachments | Limited (text, basic templates) | Text-only for now |
| Customer name visible | Yes | Yes |
Next steps
Still stuck? Submit a case →