Messenger · Conversations
A Messenger inbox built for teams, not one person’s phone
Bring your Facebook Page’s Messenger conversations into one shared inbox. Assign chats by shift, skills or language, keep an eye on SLA timers, and let the AI Employee answer the routine questions.
What you can do with Messenger
Shared Messenger inbox
Messenger chats sit beside WhatsApp, Instagram, email and your other channels, with owners, priorities, saved views and internal notes.
Shift-aware routing
Round-robin or fewest-open assignment, only to people on shift, with skills and language rules and a live workload board.
SLA timers and CSAT
Countdowns show when a reply is due, and customer satisfaction scores show how each conversation went.
AI Employee and Copilot
Answer routine questions from your knowledge base automatically or as drafts for approval, and suggest, rewrite, summarise or translate replies in one click.
Workflows for the routine
Greet first-time contacts, send an after-hours away reply, follow up abandoned chats or hand off to a person when someone asks.
Click-to-Messenger ads
Conversations started from click-to-Messenger ads are tagged with the ad, so you can see which campaigns bring in chats.
Use cases
How teams use Messenger in Open Motives
Custom orders at a bakery
A customer asks Kettle & Co. on Messenger about a birthday cake. The chat goes to the person on shift with cake orders as a skill, and saved replies cover the price list.
A guesthouse after hours
A small guesthouse sends one away reply when messages arrive overnight, then routes them to reception in the morning with the SLA timer already running.
Ad leads for an online store
An online store sees which ad each Messenger chat came from and checks the shopper’s recent Shopify order beside the conversation.
Setup
Connect Messenger in minutes
No code needed. You can connect on the Free plan and invite your team later.
- 1Sign in at app.openmotives.com and open the right workspace.
- 2Add a channel, choose Messenger and sign in through Meta’s official login.
- 3Select the Facebook Pages whose messages you want in the inbox.
- 4Set routing rules, shifts and SLA targets.
Messenger questions
Can several people answer our Facebook Page messages?
Yes. Everyone works from the shared inbox, and each conversation is assigned to one owner so replies don’t overlap.
What is the Messenger 24-hour window?
Meta lets businesses reply freely within 24 hours of a customer’s last message. After that, Meta limits what a business can send, so it helps to answer quickly — SLA timers make that easier.
Can a chatbot answer Messenger for us?
Yes. The AI Employee answers from your FAQs, files and website, either automatically or as drafts for approval, and hands off to a person when it should.
Do I need to connect Facebook Pages too?
Not for messages. Connect Facebook Pages as well if you also want Page comments in the inbox or want to schedule posts.
Related channels
Made for agencies, support teams, creators, small businesses, online stores.
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