Add Facebook and Instagram Chat Widgets

These widget types send website visitors to Messenger or an Instagram direct message so the conversation continues on the platform they already use. Replies still arrive in Conversations.

Before you start

Connect the Facebook Page or Instagram business account under your integrations. You cannot select the chat type until a matching account is connected.

Create the widget

1. Go to Sites > Chat Widget and click New.
2. Choose Facebook Chat or Instagram Chat.
3. If prompted, select the page or account to use.
4. Customize the Style, Chat Window and Messaging tabs just as you would for any widget.
5. In Chat Window, you can change the linked account or connect another one.
6. Click Save.
7. Use Get Code to install on an outside site, or select the widget in your website or funnel settings.

Good to know about behavior

• Each widget serves one channel. For several channels in one bubble, use the All-in-One widget.
• Visitors need to be logged in to Facebook or Instagram; otherwise a login screen opens first.
• Workflows with the Facebook Message or Instagram Message triggers can tag, assign or route chats.
• Threads live in the visitor's app, so they carry across devices.

Good to know: If the chat type is greyed out, reconnect the social account and check that messaging permissions were granted.