Advanced: set up Meta channels manually (your own Meta app)
With your own credentials you connect WhatsApp Business, Facebook Messenger and Instagram direct messages (plus FB/IG comments) by hand. Afterwards, all Meta messages land in the same inbox as email & co.
Before you start — what you need
- A Meta/Facebook Business account (business.facebook.com).
- For WhatsApp: a WhatsApp Business Account (WABA) with a phone number and the credentials from your Meta app (see below).
- For Messenger/Instagram: a Facebook Page; for Instagram a professional account linked to that Page.
Part A · Set up WhatsApp manually
The default is “Connect WhatsApp” (one click, also with the WhatsApp Business app). If you prefer to manage your WABA yourself in the Meta developer console, enter the values directly:
- In Settings → Channels → WhatsApp → “Advanced (manual)”.
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Enter the following values from your Meta app / WhatsApp setup:
- Phone number ID (the ID of the number, not the number itself)
- WABA ID (WhatsApp Business Account ID)
- Token — ideally a permanent system-user token (never expires). Stored encrypted.
- "Send test". The-Y sends the standard template
hello_worldto a number of your choice (e.g. your own phone). If it arrives, sending is set up correctly.
Part B · Connect Facebook Messenger & Instagram
- In Settings → Channels, on the Messenger or Instagram channel click "Connect Facebook & Instagram" (default). With your own credentials choose “Set up manually (Page ID + token)” instead.
- Select Page(s). After the Facebook login, the dialog shows your Pages (and the Instagram accounts linked to them). Pick the Page whose messages should land in The-Y.
- Confirm. The-Y subscribes the Page and stores the Page token encrypted. Messenger and Instagram DMs as well as FB/IG comments now appear in the inbox; replies go to the customer through the connected Page.
WhatsApp templates — for messages outside the 24-hour window
WhatsApp allows free text only within 24 hours of the last customer message. To write after that (or first), you need a Meta-approved template. You build it under Snippets & email templates → WhatsApp templates in the builder with live preview or take one from the gallery — before submitting, the CRM checks the most common rejection reasons. All the details: WhatsApp templates & status.
24-hour window & consent
- While the window is open you write normal text in the inbox. When it's closed, use “Send template” (search a template → check the values → send).
- In the customer panel you control consent per channel. A contact unsubscribed from WhatsApp is excluded from "New chat" and from marketing.
- If a reply doesn't arrive, the message shows “⚠ not delivered” with the reason — or “saved only, not sent” if the channel has no access.
Troubleshooting
190 Invalid OAuth access token / "token invalid"
The stored WhatsApp token has expired or is wrong. Use a permanent system-user token (expiry "Never") from your Meta app and enter it again. With the one-click path, simply run “Connect WhatsApp” again.
I'm not receiving any WhatsApp messages
Check: is the phone number ID correct (not the number itself)? Is the channel active? On the hosted version the webhook is set platform-side — but if your number is still subscribed to a different Meta app, nothing arrives. In that case unsubscribe the number in the old app and reconnect.
My Instagram account isn't shown in the connect dialog
The IG account must be a professional account (business/creator) and linked to the chosen Facebook Page. Check this in the Instagram settings, then connect again.
Own Meta app: Instagram DMs, comments or posting don't work
Your Meta app needs the matching Instagram permissions (e.g. instagram_manage_messages, instagram_manage_comments, instagram_content_publish) at the access level Meta requires for your case — otherwise they only run in developer mode. Meta sets the requirements. On crm.the-y.at with “Connect Facebook & Instagram” this doesn't affect you.
A reply shows “saved only, not sent”
The channel has no valid access to Meta. Check the token or Page token, or reconnect the channel — then send the reply again.