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Overview

This guide shows you how to connect both Facebook and Instagram simultaneously with DialogShift. The combination of both channels enables a comprehensive social media chat strategy.
Facebook and Instagram use the same messenger infrastructure from Meta, so the integration is closely interconnected.

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Prerequisites

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For joint integration you need:

1

Facebook Page

  • A professional Facebook page for your hotel
  • Admin rights on this page
  • Disabled automatic responses
2

Instagram Business Account

  • An Instagram Business account (not a personal account)
  • Connection to the Facebook page
  • Enabled message permissions
3

DialogShift Setup

  • Access to DialogShift Live Chat app
  • Configured hotel settings
  • Admin rights in DialogShift

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Complete Setup

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Step 1: Prepare Facebook

  1. Disable automatic responses
  2. Check admin rights
    • Ensure you have admin rights on the Facebook page
    • Check if other admins are informed

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Step 2: Set up Instagram

  1. Check account type
    • Open Instagram > Settings
    • Look for “Business” section
    • If not present: Switch to professional account
  2. Create Facebook connection
    • Go to Facebook page > Settings > Instagram
    • Connect Instagram business account
    • Confirm 1-to-1 connection
  3. Enable message access
    • Instagram > Settings > Privacy > Messages
    • Enable “Allow access to messages”

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Step 3: DialogShift Integration

1

Start integration

  1. Open DialogShift Live Chat app
  2. Go to “Settings” >> “Integrations”
  3. Find Facebook/Instagram section
2

Perform login

  1. Click “Login” or “Renew Login”
  2. Log in with Facebook account (admin rights required)
  3. Important: Select both Facebook page and Instagram account
  4. Enable all requested permissions
3

Configure channels

  1. Facebook channel: Select Facebook page and save
  2. Instagram channel: Select linked Instagram account and save
  3. Test both connections

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Configuration by Company Size

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Individual Hotels

Recommendation for smaller hotels:
  • Chatbot automatically answers all inquiries
  • Live chat as backup for complex questions
  • Unified greeting on both channels
Settings:
  • Chatbot mode: “Fully automatic”
  • Handover rules: For booking inquiries to live chat
  • Working hours: Enable live chat outside hours

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Hotel Chains

If you operate social media only at brand level:
  1. Central inbox setup
    • Connect brand accounts with any hotel chatbot
    • Disable chatbot functions (“Chatbot active” = false)
    • Enable only greeting messages
  2. Team setup
    • All hotels can see central social media inbox
    • Joint handling of inquiries
    • Forwarding to respective hotels when needed
  3. Contact support
    • Send email to [email protected]
    • Request setup of central social media inbox
    • Specify all involved hotels

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Advanced Configuration

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Customize Chatbot Behavior

Facebook-specific

  • Doesn’t respond to media uploads
  • Button-based handovers
  • Story features disabled
  • Focus on transactional messages

Instagram-specific

  • No story replies
  • No story mentions
  • Limited media processing
  • Direct message focus

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Channel-Specific Settings

Individual greetings per channel:
  • Facebook: Business-like and direct
  • Instagram: Visually appealing and friendly
  • Common: Consistent brand tone
Configuration: Settings > Channel Settings > Edit Greeting

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Social Media Team Integration

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Separation of Chat and Social Media

Social media means more than just chat - likes, stories, posts, and community management have different requirements.

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Configuration for separate teams:

1

Chat Team Settings

  • Responsible for: Direct messages, booking inquiries, support
  • Tools: DialogShift Live Chat app
  • Working hours: Business hours + extended availability
2

Social Media Team Settings

  • Responsible for: Stories, posts, community interactions, brand building
  • Tools: Native Facebook/Instagram business tools
  • Working hours: Social media prime time
3

Manage Overlaps

DialogShift settings for better separation:
  • Chatbot doesn’t respond to story replies
  • Chatbot doesn’t respond to story mentions
  • Media uploads go directly to live chat
  • Emotional messages (emojis) are forwarded

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Workflow Optimization

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Monitoring and Optimization

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Monitor KPIs

Response Time

  • Facebook: < 15 minutes
  • Instagram: < 30 minutes
  • Live Chat: < 5 minutes

Conversion Rate

  • Chatbot → Booking
  • Live Chat → Booking
  • Social Media → Website

Satisfaction

  • Chat ratings
  • Follow-up feedback
  • Social media engagement

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Regular Maintenance

  • Check Facebook login status
  • Test Instagram connection
  • Analyze chatbot performance
  • Evaluate response times
  • Renew Facebook login (required)
  • Update chatbot content
  • Review team workflows
  • Analyze KPI trends
  • Evaluate overall strategy
  • Check tool efficiency
  • Plan team training
  • Budget optimization

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Troubleshooting

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Common Integration Issues

Symptoms: Facebook/Instagram login failsSolutions:
  • Clear browser cache
  • Use different browser
  • Renew Facebook session
  • Disable VPN
  • Check pop-up blocker
Symptoms: Not all Instagram accounts are displayed in DialogShiftCauses & Solutions:
  • Check account type (only business accounts work)
  • Verify Facebook connection
  • Confirm admin rights
  • Enable message access
Debugging steps:
  1. Check chatbot status for respective channel
  2. Verify working hours settings
  3. Send test message from external account
  4. Check DialogShift logs in live chat app
  5. For persistent issues: contact [email protected]

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Support and Help

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DialogShift Support

  • Email: [email protected]
  • Live Chat: Available in the DialogShift app
  • Documentation: Comprehensive setup guides available

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Meta/Facebook Support

  • Facebook Business Support: For account and connection issues
  • Instagram Business Help: For Instagram-specific topics
  • Meta Developer Docs: For technical API details
For issues affecting both DialogShift and Meta platforms, always start with DialogShift support - we can often help with diagnosis and potentially escalate directly to Meta.