Messenger & Instagram

WhatsMine brings Facebook Messenger and Instagram Direct Messages into the same unified inbox as WhatsApp. Both run through your Meta App, so much of the setup overlaps with Meta / WhatsApp.

Prerequisites

  • A configured Meta App (see Meta / WhatsApp Part 1 & 2). The same App ID / App Secret / Verify Token are reused.
  • For Instagram DMs: an Instagram Business or Creator account linked to a Facebook Page you administer.

Part 1 — Meta App products & permissions (admin)

In your Meta App dashboard, add the products and request the permissions for messaging:

ChannelAdd productKey permissions
MessengerMessengerpages_messaging, pages_manage_metadata, pages_read_engagement, pages_show_list
InstagramInstagram (Messaging)instagram_basic, instagram_manage_messages, pages_show_list, business_management

These messaging permissions require App Review to work for the public; while your app is in Development mode they work for accounts that have a role on the app (handy for testing).

Part 2 — Webhook (admin)

Both channels share one webhook endpoint:

https://your-domain.com/webhooks/meta/{token}

{token} is the Webhook Verify Token you set on the Meta App integration in Admin → Integrations.

In the Meta App dashboard → Webhooks:

  1. Add the callback URL above with your verify token.
  2. Subscribe the instagram object (for Instagram DMs) and the page object (for Messenger), to the messages field.

Part 3 — How customers connect

In the app, the customer goes to Channel Setup (/app/inbox/setup) and connects each channel:

  • Connect Messenger — authorise WhatsMine to manage the Facebook Page's messages.
  • Connect Instagram — authorise the Instagram Business account (via its linked Page).

📸 Screenshot: Channel Setup showing WhatsApp, Messenger and Instagram connect options.

Once connected, conversations from those channels flow into the Inbox alongside WhatsApp, and agents reply from the same place.

The 24-hour window

Like WhatsApp, Messenger and Instagram only allow free-form replies within 24 hours of the customer's last message. The inbox respects this automatically.

Profile names & avatars

When a new person messages, WhatsMine fetches their public name and profile picture from Meta and stores them on the contact, so your agents see who they're talking to.

Testing tip

Keep the app in Development mode and add your test Facebook user and Instagram account as Testers in the Meta dashboard. They can then send and receive messages before you complete App Review.

Troubleshooting

  • No incoming DMs? Confirm the webhook is verified (the URL returned the challenge), the instagram/page objects are subscribed to messages, and the IG account is a Business/Creator linked to the Page.
  • Can't reply? Likely outside the 24-hour window, or a messaging permission isn't granted/approved.

➡️ Next: SMS Providers.

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