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Facebook and Instagram use the same Meta messenger infrastructure, so both channels are connected through a single login in DialogShift.

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Prerequisites

Facebook:
  • A professional Facebook page for your hotel
  • Admin rights on the page
  • All automatic responses disabled – go to Facebook Business Inbox and turn off all greetings and FAQ functions
Instagram:
  • An Instagram Business account (not a personal account)
  • The account must be linked to the Facebook page (Facebook page → Settings → Instagram → Connect account)
  • Message access enabled (Instagram → Settings → Privacy → Messages → Allow access to messages)
DialogShift:
  • Admin rights in the DialogShift Live Chat app

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Connect in DialogShift

  1. Open the DialogShift Live Chat app
  2. Go to Settings → Integrations
  3. In the Facebook/Instagram section, click Login or Renew Login
  4. Log in with a Facebook account that has admin rights on the page
  5. When prompted, select both the Facebook page and the Instagram account
  6. Grant all requested permissions
  7. Under Facebook channel: select the Facebook page and save
  8. Under Instagram channel: select the linked Instagram account and save
The Facebook login token expires periodically. When messages stop arriving, renew the login under Settings → Integrations.

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Troubleshooting

Login fails during setup Clear the browser cache, disable any VPN, and check that pop-ups are not blocked in the browser. Instagram account not visible The account must be set to Business type and linked to the Facebook page. Verify that message access is enabled under Instagram → Settings → Privacy → Messages. Messages not arriving Check that the chatbot is set to active for the relevant channel and that working hours are configured correctly. Send a test message from an external account to confirm.