# Integrate with Facebook > When you connect your Facebook business pages, you will receive an inbound message in Kustomer when someone contacts you on Facebook Messenger. Source: https://help.kustomer.com/en_us/facebook-By0KJrBIZ Last updated: 2025-06-17T17:19:49.332Z When you connect your Facebook business pages, you will receive an inbound message in Kustomer when someone contacts you on Facebook Messenger, or comments directly on your wall, posts, or ads. You can then reply from Kustomer.  If your organization has more than one brand, you can also connect multiple Facebook pages to Kustomer and messages from each page will be separated so you manage support for all of your brands.  **Who can access this feature?** **User types** Admins can set up this integration. ### In this article * [Prerequisites](#prerequisites) * [The Facebook integration](#Integration) * [Connect Facebook to Kustomer](#connect) * [View Facebook conversations in Kustomer](#view-conversations) * [Reauthorize your Facebook account](#reauthorize) * [FAQs](#FAQ) ### Prerequisites You must have the following before beginning this integration: * A Facebook Business page * Admin permissions to your Facebook Business page so that you can authenticate the page ### The Facebook integration When a customer sends a message to your company using Facebook Messenger, or comments on your wall, or one of your posts or ads, Kustomer can create new customers and conversations from those messages. If an existing customer with a Facebook account on file messages you, Kustomer will create a conversation on the customer’s timeline.  ![Post in Facebook Messenger, it shows up in Kustomer](https://support.kustomer.com/images/fb-to-kustomer-1x.png) When communicating with customers via Facebook Messenger, keep in mind the following: * Facebook messages have a character limit of 2,000 characters per reply. * You have to respond to a new conversation within 7 days of receiving it. **Additional replies will be rejected.** * Messages that are sent within a 7 day period are threaded into the same conversation. Messages sent after 7 days will result in a new conversation being created. Please refer to [Facebook's documentation](https://developers.facebook.com/docs/messenger-platform/policy/policy-overview#standard_messaging) for more information. ### Connect Facebook to Kustomer When your team is ready to implement the Facebook integration, install the Facebook app from within the Kustomer App Directory to connect your account. Connecting to Facebook will immediately make this implementation go live, so you should only proceed through these steps when you're ready for the feature to be deployed. 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/83e7955bd3c6203243cf40aa8829fd66.png), search for **Facebook** in the App Directory, and then select **Install**. 2. Once installed, go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/83e7955bd3c6203243cf40aa8829fd66.png) and select **Facebook** in the sidebar. 3. Select **Sign in to Facebook**. 4. Enter the credentials for the account you want to use with Kustomer and select **Log in**. 5. Once connected, select the pages you want to connect to Kustomer using the drop-down menu. **![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/4924589dda9e6b647815b578f769418f.png)** **Note:** You use your Facebook login and password to authenticate to Facebook and receive an authorization token. Kustomer cannot access your Facebook posts and uses your token to send and receive requests from the Facebook Business Pages. The Facebook integration will go live as soon as you complete the above integration steps. Kustomer will receive that message and create a conversation in your Kustomer site when someone sends your business page a message using Facebook Messenger, or comments directly on your wall or on one of your business wall posts or ads. When you respond back using Kustomer, the message will send back to that person through Facebook Messenger or appear as a public reply to their comment on your post. ### View Facebook conversations in Kustomer Once you have your Facebook pages connected to Kustomer, go to **Apps ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/83e7955bd3c6203243cf40aa8829fd66.png)** and select **Facebook** to select the type of Facebook message you want to create a conversation for within Kustomer.  ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/0fc9d44f8e4832ab0fdcf16a3db50c0d.png) The following options are available: **Interaction** **Creates a conversation when...** **Icon** Direct Messages A Facebook user sends you a direct message through Facebook Messenger. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/715392f1a78709340e47e6ba27ba41bf.png) Public & Ad Comments A Facebook user comments on one of your public wall posts or one of your ad posts. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/7198e868c2253340273cbca22ba1927a.png) See this article for more information on [responding to Facebook conversations in Kustomer](https://help.kustomer.com/respond-to-facebook-conversations-H1fNsfyVll). ### Reauthorize your Facebook account You need to reauthorize your Facebook token every 60 days so that the app can continue to access data and you can continue to receive and reply to inbound messages without disruption. This reauthorization is necessary to ensure the privacy and security of your connected accounts. All admins and org owners will start to be notified 14 days before the token is set to expire.  **To reauthorize your Facebook account:** 1. Go to **Apps**![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/c8c1bae68457f026b3c86dd2b7da0ae2.png) and select **Facebook** in the sidebar. 2. Select **Reauthorize** for the desired Facebook page. ![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/63b434014dd5a8ded07bb8e629e6bd2f.png) 3. Enter the credentials for the account and select **Log In**.  **Note:** If your token expires, all inbound and outbound messages will stop working. If this occurs, delete the Facebook page with the expired token, select **Log in to Facebook**, and re-enter the credentials of the page you want to add. ### FAQs **Q. Do I need a Facebook Page to message my customers?**        Yes, Facebook requires you to connect a Facebook Page in order to communicate with your customers via Facebook. **Q. How many pages can I connect?**        You can connect up to 50 Facebook pages to your Kustomer site. **Q. How do I find my Facebook Page ID?** **To find your Page ID:** 1. From News Feed, select **Pages** in the left side menu. 2. Select your Page name to go to your Page. 3. Select **About** at the top of your Page. If you don't see it, click the **More** arrow. 4. Scroll down to find your Page ID below _MORE INFO_. **Q. Can Kustomer track messages sent from the Facebook Messenger app?** Kustomer can only capture and record outbound messages sent from within the Kustomer platform. If you use the Facebook Messenger app to reply to a customer, Kustomer cannot capture that message in the timeline. We recommend allocating enough seats for your agent team to fully work in Kustomer to ensure that all messages are captured in the platform.