Connect WhatsApp, Messenger & Instagram
Turn social DMs into tickets in your shared inbox — one setup covers all three Meta channels.
Customers increasingly reach out on WhatsApp, Facebook Messenger and Instagram. flyhelpdesk turns each incoming DM into a ticket in the same inbox your agents already use, so nothing falls through the cracks. Set it up under Admin → Social channels.
How it works
All three channels are delivered by Meta's webhooks, which POST every new message to a URL you give them. flyhelpdesk gives each workspace its own secret callback URL, so a message always lands in the right account.
- A message from a customer opens a ticket (or continues their open one) on that channel.
- Each sender becomes a contact, so their history stays together across conversations.
- When you reply from the inbox, the message is delivered straight back to the customer on the same channel — no email, no context-switch.
Two-way messaging
To send replies (not just receive), add each channel's Access token on this page — a WhatsApp Cloud API token, or a Facebook Page token for Messenger and Instagram. Without a token, incoming messages still become tickets; you just can't answer from the inbox.
One-time setup
- Turn on Social intake and choose a Verify token (any secret string) and paste your Meta app's App secret — the app secret lets us verify every payload is genuinely from Meta.
- For each channel you want, flip it on and copy its Callback URL.
- In your Meta app → Webhooks, add the callback URL, enter the same verify token, and subscribe to the messages field.
- Enter the channel's ID (WhatsApp phone number ID, Facebook Page ID, or Instagram account ID) so replies map back correctly.
Security
Every request is checked against your app secret's signature — unsigned or tampered payloads are rejected. The callback URL contains a long, unguessable token that identifies your workspace; treat it like a password.