How Messenger works in Yaplet
When someone messages your Facebook Page through Messenger, the conversation appears in your Yaplet inbox. Agents reply in the same input bar, and the reply is delivered inside the visitor's Messenger thread.
Prerequisites
- A Facebook Page for your business (not a personal profile).
- Admin access to that Facebook Page.
- Access to Settings → Organization settings → Meta integration in Yaplet. If you cannot see that entry, ask your organisation's owner.
Connect Messenger through the Meta integration
- Go to Settings → Organization settings → Meta integration.
- Click Add Facebook pages.
- In the Meta dialog, sign in with the Facebook account that administers your Page.
- Select the Facebook Page or Pages you want to connect.
- Grant every permission Yaplet asks for, including the messaging permissions.
- Confirm in the Meta dialog. You are returned to Yaplet.
- Each connected Page appears as a card carrying a Facebook badge.
- On each card, pick the brand the Page belongs to. That brand's chat widget is where the Page's Messenger conversations land, and the card shows Active once a brand is chosen. With no brand, incoming messages are dropped; if the brand you pick has no chat widget, the card warns you that messages have nowhere to land.
What agents see
Messenger conversations carry a Facebook badge in the conversation list. The thread and the reply flow work exactly like live chat — the same formatting bar, the same private notes, the same assignment and transfer options.
What visitors get in Messenger
Connected pages pick up the same conveniences visitors know from the chat widget, with nothing to configure:
- Talk to a human, any time: a permanent chat menu offers Talk to a human and Talk to the AI bot, so visitors switch between the AI and your team with a tap. On top of that, once a visitor has sent enough messages in a short window, AI answers carry a tappable Talk to a human quick reply — how many messages that takes is set on Brand → Vex → Personality → Agent Handoff.
- Opening questions: the brand's Vex agent's first four active conversation starters appear as tappable questions on new conversations, and a brand-new conversation shows a Get Started button that triggers the AI's greeting. You write the starters on Brand → Vex → Starters.
- Typing and read indicators: visitors see their message marked as seen and a typing indicator while the AI writes — and the inbox shows you when a visitor has read your messages.
- Ratings: the Ask for rating action delivers tappable 1–5 star options.
- Tappable choices: a workflow's dropdown questions become quick-reply buttons instead of a typed numbered list.
- Product cards: AI product recommendations arrive as a swipeable carousel with images, prices and View buttons — and the agent viewing that conversation in the Yaplet inbox now sees the same cards, instead of the bare text they used to get.
- Attachments: agent replies deliver every attachment natively — several images, video, audio and files.
These features switch on for a page after its first incoming message, which is when Yaplet pushes the menu and the opening questions to Meta.
Managing and removing Pages
To send a Page's conversations to a different brand, change the brand on its card. The pages that belong to a brand are also listed, read-only, on Brand → Brand settings → Social → Connected pages, which links back here to change them. To disconnect a Page, click the trash icon on its card and confirm — existing conversations stay in the inbox, and new messages from that Page stop arriving.
Troubleshooting
- Messages not appearing: check the card shows Active and that the brand you picked has a chat widget. Without somewhere to land, incoming messages are dropped.
- Authorisation expired: Meta tokens can expire. Reconnect by clicking Add Facebook pages again and re-authorising.
- No admin access: you must be a Page admin, not just an editor, to authorise Yaplet. Ask the Page owner if you are not.
What's next
If an Instagram Business account is linked to this Page, it connects at the same time — see Connect Instagram DMs for the details.