Turn Facebook Page DMs into tracked tickets.

Turn Facebook Page DMs into tracked tickets.

Turn Facebook Page DMs into tracked tickets.
Install

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:

Developer

SparrowDesk

Category

Messaging channel

Integration Type

Native

Connect via

A Facebook Business Page you manage

Best for

Turning Facebook Page DMs into tracked support tickets


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