Messenger channel

Facebook Messenger shared inbox — Page messages, owned

Every message to your Facebook Page becomes a conversation with an owner, notes and history — in the same shared inbox as your email.

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The short answer

inrelay’s Facebook Messenger shared inbox connects your Facebook Page so every Messenger message lands next to email as a conversation with one owner, internal notes, and AI drafts a human approves before sending. Connect the Page once; the whole team answers together, with the full thread history in view.

If you sell on Facebook, your Page’s Messenger is a support channel whether you staffed it or not. For most small teams it lives in the Meta Business Suite tab someone forgets to check, or the Pages app on whoever’s phone got the notification. Three people can read the same message and each assume another replied; nobody can see who said what to whom last month.

A Facebook Messenger shared inbox ends that ambiguity: a Page message is a thread, a thread has an owner, and the owner answers from the same queue as everything else. Messenger support in inrelay is in development — here’s how the channel works, and what Meta’s platform genuinely allows.

01 · From the inbox

What you can do from the inbox

A Messenger thread is a conversation like any other in inrelay — claimed, noted, drafted, approved.

A Messenger conversation in the shared inbox with an internal note and assignee
  • Answer Page messages beside email, in one queue. No Business Suite tab to remember, no Pages app on one phone. A Messenger message is a conversation with a status and an owner.
  • Claim without colliding. The first reply claims the thread; collision detection means the “did anyone answer this?” group chat retires.
  • See the whole relationship. Messenger keeps one thread per person and Page, so the conversation carries its own history — last month’s exchange is right there for whoever picks it up today.
  • Confer privately, mid-thread. Internal notes and @mentions live inside the conversation and can never post to Messenger — a note is structurally not a message.
  • Send AI drafts a human approved. The AI copilot drafts in your voice; a teammate reads it and chooses to send. The approval gate applies to Messenger exactly as it does to email.
  • Triage the mixed bag. Page messages arrive as everything from “is this in stock?” to complaints; triage tags intent on arrival so each lands with the right teammate.
  • Answer from the couch, accountably. The mobile companion covers evenings — but the reply still comes from the team’s inbox, owned and on the record, not from a personal app.
02 · Setup

Setup & permissions

Messenger is the lightest messaging channel to connect — no new number, no carrier registration. One Page admin and a few minutes.

Connect your Facebook Page

Someone with admin access to the Page signs in through Meta’s standard connection flow and picks the Page to connect. If an agency runs your Page, this is the one favour to ask of them.

Approve the messaging permission

The connection asks for permission to read and send your Page’s messages — that’s the job, so that’s the ask. Your Page’s posts, ads and settings stay yours; inrelay handles conversations.

Pick where threads land

Choose the workspace the Page routes into, and Messenger conversations start flowing next to email — with triage tagging them on arrival like everything else.

Agree on one home

The Page inbox in Meta’s tools keeps existing — nothing breaks. But ownership only means something if the team answers from one place, so make inrelay the home and let the old tab go unwatched with a clear conscience.

03 · The limits

Limits, stated plainly

Messenger’s rules are set by Meta and apply to every tool that connects to a Page. These are the ones that shape how you’ll actually work.

Customers open the conversation. A business can’t start a cold Messenger thread — someone has to message your Page first. Messenger is a channel for answering the people who come to you, not a broadcast list.

There’s a reply window. Meta’s standard messaging window gives you 24 hours after a customer’s last message to respond freely. Outside it, the platform restricts what a business may send to a short list of tagged cases Meta defines — so the practical rule is simple: answer within a day, which a shared queue with owners makes normal rather than heroic.

Pages only. The channel covers Messenger conversations with your Facebook Page. Personal profiles and group chats aren’t part of Meta’s Page messaging platform, so they aren’t part of this.

Comments aren’t messages. Public comments on your posts live outside the Messenger thread, and this channel doesn’t pull them in. We’d rather tell you that here than have you discover it during a busy launch week.

04 · The other channels

With your other channels.

Messenger is one lane of the same inbox. Email and live chat ship today; the messaging channels — this one included — are in development, and we won’t claim otherwise.

ALL CHANNELS

Every channel

The full list of what inrelay connects today, in one omnichannel inbox.

See all channels → EMAIL

Email

Gmail, Outlook or IMAP as one shared support@ — where most of your volume still arrives.

Email channel → LIVE CHAT

Live chat

A widget on your site with a human handoff that carries the whole story.

Live chat channel → MESSAGING

WhatsApp

WhatsApp Business conversations owned by the team, service window and all.

Shipping soon MESSAGING

SMS

Text conversations in the shared inbox, metered honestly.

Shipping soon
SOCIAL

Instagram DM

DMs as owned conversations, same assignment and approval flow.

In development
Start today

Give every Page message an owner.

Start free with email today — Messenger lands in the same inbox when it ships. No card, never per seat.

Start freeSee pricing

Questions, answered.

Does this cover Instagram DMs too?
No — Instagram DMs are their own channel with their own platform rules, and they’re in development separately. Both connect through Meta, and both will land in the same shared inbox, but we list them as two channels because that’s what they are.
Can we still reply from Meta Business Suite?
Nothing stops you — the Page inbox keeps existing, and replies sent from inrelay appear there like any Page reply. But a shared inbox only removes the “did anyone answer this?” problem if the team answers from one place. Pick a home; we’d suggest the one with owners, notes and collision detection.
Can inrelay message a customer first on Messenger?
No, and neither can any other tool — Meta’s platform requires the customer to message your Page first, and restricts replies outside the standard messaging window to cases Meta defines. If you need to reach someone proactively, email is the channel for it.
When does this ship?
Messenger support is in development. We don’t publish dates we might have to walk back — launches are announced on the changelog the day they’re real. If your Page is where your customers live, tell us and we’ll invite you to early access.

Start running your DMs.

Give your customers faster answers and your team their evenings back.

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