Facebook Messenger channel

Updated August 24, 2026

A Facebook Messenger channel connects one Facebook Page to Pluspoint. Messages people send that Page through Messenger arrive in the Inbox as conversations owned by the team you choose.

Before you start

You need to be the account Owner, or belong to a team with full settings access.

At least one Team with messaging access must exist — see Teams.

The account needs an active Facebook integration. Connect it under Facebook and Instagram.

The Page must already be linked to a Pluspoint location in the Manage integration modal. A Page that is not linked does not appear in the channel form.

You need one channel per Page, and each Page can be used by only one Messenger channel.

Where to find it

Settings (left sidebar, footer area) → Channels tab, or go to https://app.pluspoint.io/account-settings/channels.

Connect Facebook first

A greyed-out Facebook Messenger option in the channel picker means the account has no active Facebook integration yet.

Go to Settings → Integrations, or https://app.pluspoint.io/account-settings/integrations.
Select Add integration, choose Facebook, and select Connect.
Sign in through the Meta pop-up and grant Pluspoint access to the Pages you want to use.
In the Manage integration modal that opens, connect each profile from this account to a Pluspoint location. You can reopen it later with Manage on the integration’s row.

You can connect several Facebook accounts to one Pluspoint account. If two of them expose the same Page, that Page appears once per account in the channel form. Pick the account you want the channel to run through.

Create the channel

Select Add new channel.
Choose Facebook Messenger and select Continue.
Complete the form:
- Channel name — required.
- Facebook page — required. The dropdown lists this account’s connected Pages. Any Page that already belongs to another Messenger channel is left out.
- Team — required. Only teams with messaging access are listed.
- Link this channel to a location or brand — optional. Switch it on to attribute conversations to a specific location or brand.
Select Done.

When you save, Pluspoint subscribes the Page to Meta’s webhooks so new messages are delivered. If that subscription fails, Pluspoint removes the channel again and shows the error. You can retry without leaving a half-connected channel behind.

Rules worth knowing

One Page, one channel.
The Page cannot be changed after creation. To use a different Page, create a new channel.
Messenger is inbound only. You reply inside a thread a customer started; you cannot open a Messenger conversation from Pluspoint. For outbound messaging use SMS, email or WhatsApp.
The channel is pinned to the Facebook account that owns the Page, so accounts with two Facebook logins keep routing to the right one.
Deleting the channel closes its conversations, which stay readable under the Archived channel filter in the Inbox.

If the channel disconnects

When Meta revokes the token, Pluspoint deactivates the integration and emails the account. Every Messenger and Instagram channel of that Facebook account is set to Disconnected, and their unfinished campaigns are marked failed.

To recover, go to Settings → Integrations and select Reconnect on the Facebook row. Channels return to working order automatically for every Page the reconnected account still manages. You do not need to recreate them.

Troubleshooting

Symptom	Cause	Fix
Facebook Messenger greyed out in the channel picker	No active Facebook integration on the account.	Connect Facebook under Settings → Integrations.
Your Page is missing from Facebook page	The Page is not linked to a location, was not granted during the Meta sign-in, or already belongs to another Messenger channel.	Open Manage on the Facebook integration and link the Page to a location, or reconnect and grant the Page.
”This page is already connected to another channel.”	Another Messenger channel uses this Page.	Edit that channel instead, or delete it first.
”Facebook is not available at the moment, please try again later”	Meta’s API did not respond while Pluspoint subscribed the Page.	Retry in a few minutes.
”Facebook is not authenticated”	The Facebook token is no longer valid.	Reconnect the Facebook integration, then create the channel again.
Card shows Disconnected	Meta revoked access for that Facebook account.	Reconnect the integration; the channel returns automatically.
Messages appear in Meta but not in Pluspoint	The Page subscription was lost, or the conversation belongs to a team you are not in.	Check the channel’s Team, and reconnect the integration if the card shows Disconnected.