Why it matters
A Messenger channel connects your Facebook Page inbox to Whippy, allowing your team to manage conversations in one shared workspace. This keeps communication centralised and ensures that customers contacting you through Facebook receive timely, coordinated responses.
Key Concepts
Messenger Channel: A channel that routes Facebook Page messages into the Whippy inbox.
Meta Account: The Facebook (Meta) account used to authenticate and grant Whippy permission to access your Facebook Page.
Facebook Page Selection: The specific page that will be connected as the sender and receiver of messages.
Business Address and Google Place ID: Required information for all channel types in Whippy. Both must be completed before proceeding.
Step-by-Step: Create a Messenger channel
Open the Channels settings.
Go to Organisation Settings and click Channels.
Start creating a new channel.
Click Add channel in the top right corner. This opens the five step setup flow.
Step 1 of 5: Enter basic channel details.
Enter the Channel name.
Choose an emoji to represent the channel.
Add a short Description.
Enter your Business address and select the correct location from Google suggestions so the Google Place ID auto-populates.
Click Next once all required fields are complete.
Step 2 of 5: Select the channel type.
Select Messenger.
Click Next to continue.
Step 3 of 5: Select the communication provider.
Messenger channels automatically use Meta Messenger as the provider.
You will be prompted to authenticate with your Meta account.
Click Connect Meta Account. This opens a login window where you must:
Log in to your Meta account.
Grant Whippy permission to access your Facebook Pages.
After authentication, return to the Whippy setup window and click Next.
Step 4 of 5: Select the Facebook Page.
Use the dropdown to select the Facebook Page you want to connect.
Ensure the logged-in Meta account has admin permissions for that page.
Click Next.
Step 5 of 5: Review and create the Messenger channel.
Review the summary, including:
Channel name
Emoji
Description
Channel address
Connected Facebook Page
Click Complete to create the channel.
Finish configuration in Meta if prompted.
Some Messenger integrations require final confirmation in Meta Business settings. Follow any on screen instructions to complete activation.
Tips and Best Practices
Log in with a Meta admin account that has full access to the Facebook Page. Editors or partial roles may block the connection.
Ensure your Facebook Page is published and active before connecting it to Whippy.
Keep the channel name clear, such as “Messenger Support” or “Messenger Sales,” for easier inbox routing.
If connecting multiple Pages, create separate channels for each Page so teams can manage conversations more effectively.
After creation, configure Business hours, Autoresponses, and Users to finalise how the Messenger channel behaves.
Troubleshooting
Issue | Possible Cause | Fix |
Facebook Page does not appear in the dropdown | Meta account does not have admin access | Log into a Meta account with full admin permissions for the Page, then retry. |
Cannot proceed after login | Permissions not granted during Meta authentication | Reconnect and ensure all requested permissions for Facebook Page access are enabled. |
Cannot click Next in Step 1 | Missing required fields | Complete the Business address and select a location so the Place ID is generated. |
Messages not arriving in Whippy | Meta configuration incomplete | Open Meta Business settings and confirm the Page is fully connected to the app integration. |
Wrong Page connected | Incorrect selection during Step 4 | Edit the channel and reconnect the correct Facebook Page through the Configuration tab. |