Turn Facebook Page DMs into tracked tickets.

About this App

When a customer DMs your Facebook Page, that message shouldn't sit in a tab someone forgets to check. Connect Facebook Messenger to SparrowDesk and every Page DM lands in the same inbox your team uses for email and chat turned into a ticket, assigned, and tracked like any other conversation.

Connect the Facebook account that manages your Pages and SparrowDesk brings all of them in at once. This channel covers Messenger direct messages- Facebook comments and Instagram DMs aren't supported yet.

With Facebook Messenger connected, your team can:

• Receive, manage, and reply to Messenger DMs from the same SparrowDesk inbox
• Turn every new DM into a ticket automatically, with follow-ups added to the open one
• Send text, images, PDFs, attachments, links, and emojis
• Connect every Page on a Facebook account in a single step
• Route Messenger tickets with the same workflows, assignment, SLAs, and tagging as every other channel

Good to know:

• Facebook's reply windows apply. Within 24 hours of a customer's last message, agents and automations can reply freely; from 24 hours to 7 days, agents can still reply but automated messages pause; after 7 days, you can reply again once the customer messages.
• Conversations begin with the customer. A ticket opens when someone DMs your Page.
• Messenger DMs only, for now. Facebook comments and Instagram DMs aren't supported yet.

App Details:

How to enable this integration?

You'll need admin access in SparrowDesk, a Facebook Business Page you manage, and admin access to the Facebook account that manages it.

• In SparrowDesk, go to Settings → Channels → Facebook Messenger
• Click Connect your account
• Choose the brand this Page belongs to (auto-selected if you have one brand)
• Click Continue with Facebook and log in
• Select the Facebook account that manages your Page

SparrowDesk connects every Page on that account and lists them under Settings → Channels → Facebook Messenger.

Key features and benefits

• One inbox for Messenger too. Agents handle Facebook DMs next to email and chat — no separate app to monitor.
• Every DM becomes a ticket. New messages open tickets, replies thread onto the right one, and nothing gets lost.
• All your Pages, one connection. Link the Facebook account once and every Page comes in together.
• Same automations, every channel. Workflows, assignment, SLAs, and tagging apply to Messenger tickets like any other.

Get started

Follow the step-by-step guide to connect your Facebook Page.

Open Facebook Messenger setup guide