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Facebook Messenger

Connect Facebook Messenger to your Workspace to keep up with the messages customers send your business’s Facebook Page, reply to them, and build features that react the moment a new message comes in.

Luo always messages as your Facebook Page, never as your personal Facebook profile.

What Luo can do

  • Pages — list the Facebook Pages you manage, so Luo knows which Page to work with
  • Conversations — list a Page’s Messenger conversations, most recent first, with unread counts
  • Messages — read the messages in a conversation, and open a single message to see its attachments and the message it replied to
  • Customer names — look up the first and last name of the person you’re talking to (empty if they haven’t shared it with your Page)
  • Reply — send text messages and images (from a public https:// link)
  • Typing and seen — show “typing…” in a conversation, or mark it as seen

Luo asks for your confirmation before it sends a text or an image. You can choose to always allow sending to that person. Showing “typing…” or marking a conversation as seen doesn’t need confirmation.

Triggers

  • Message received — start a workflow whenever someone sends a message to your Page. Includes the message text and how many attachments it has.
  • Message echoed — start a workflow whenever your Page sends a message, from any tool: Luo, the Page inbox, or Meta Business Suite. Useful for keeping records in sync when your team also replies outside Luo.
  • Message read — start a workflow when the person opens the conversation and reads your messages (read receipts).

Each trigger watches one Page. Luo registers it with Meta for you — there’s nothing to set up in Meta’s dashboards.

What Luo can’t do

  • Message someone outside the 24-hour window. See Meta’s 24-hour rule below.
  • Start a conversation. Luo can only reply to people who have messaged your Page first.
  • Send videos, files, audio, buttons, or templates. Only text and images are supported.
  • Read or send Instagram messages. Use the Instagram Direct integration for those, even if your Instagram account is linked to your Page.
  • Read Page posts or comments. This integration only covers Messenger conversations.

Meta’s 24-hour rule

Meta only lets businesses message someone within 24 hours of that person’s last message to your Page. Inside that window, Luo can send both replies and follow-ups. Once 24 hours have passed with no new message from them, Meta blocks every send until the person writes to your Page again.

Meta’s exceptions to this rule aren’t available in Luo:

  • Message tags — Meta retired the remaining tags (confirmed event updates, account updates, and post-purchase updates) in April 2026.
  • Human agent — Meta’s 7-day window for replies written by a person isn’t enabled for Luo.

When the window has closed, the assistant tells you so instead of retrying.

Before you start

You need:

  • A Facebook Page for your business.
  • A Facebook account with access to that Page that includes managing messages and moderating (Meta calls these the Messaging and Moderate tasks). Luo can only send from Pages where you have both.
  • If the Page belongs to a business portfolio in Meta Business Suite, access to that business too.

How to connect

  1. Open your workspace in Luo, go to Settings → Integrations, and click Add Integration.
  2. Select Facebook Messenger.
  3. Click Connect under User Integration (your personal connection) or Workspace Integration (shared across members).
  4. A Facebook window opens. Log in with the Facebook account that manages your Page, select the Page or Pages you want Luo to use (and their business, if asked), and approve the permissions.
  5. Back in Luo, optionally choose a Default Page. Luo uses it whenever you don’t name a Page. Leave it empty if you’ll work with several Pages.
  6. Click Create Integration.

The connection is labeled with the names of the Pages Luo can message.

If the Facebook window doesn’t open, allow pop-ups for Luo in your browser and click Connect again.

Permissions

Luo asks Facebook for these permissions:

Permission Purpose
pages_show_list See which Pages you manage
pages_manage_metadata Register your Page for new-message notifications
pages_messaging Read and send your Page’s Messenger conversations
business_management Find Pages owned by a business portfolio

Luo doesn’t request access to your Page’s posts, comments, followers, or insights.

Good to know

  • One connection, several Pages. If you selected more than one Page, Luo can work with all of them. Tell the assistant which Page you mean, or set a Default Page.
  • Replies come from the Page that received the message. Meta gives each customer a different ID on each Page, so a customer who messaged one Page can’t be answered from another.
  • Adding a Page later. To use a Page you didn’t select when connecting, reconnect and select it in the Facebook window.
  • Several workspaces can watch the same Page. Each one receives its own copy of every new message.

Troubleshooting

  • “No Facebook Page with MESSAGING and MODERATE permissions is granted to this connection” — you didn’t select a Page in the Facebook window, or your access to the Page doesn’t include messaging and moderating. Fix the Page access in Meta Business Suite, then reconnect and select the Page.
  • A send fails after a conversation went quiet — the 24-hour window has closed. You can message the person again once they write to your Page.
  • “page_id is required” — the connection covers more than one Page and no Default Page is set. Name the Page in your request, or edit the integration and choose a Default Page.
  • Calls fail with a permission or login error (Meta code 190) — Facebook revoked Luo’s access, for example because you removed Luo from your Facebook account or lost access to the Page. Reconnect the integration.
  • Rate limits — when Meta limits requests, Luo waits and retries automatically.

Privacy and data handling

Luo only reads and sends messages for the Pages you select, and stores its access tokens encrypted. Every new-message notification is checked to make sure it really comes from Meta before Luo acts on it. Data flowing through Luo is governed by Luo’s security and privacy practices.

To revoke access, remove Luo from Settings → Business integrations in your Facebook account settings — the connection stops working immediately. Then remove the integration in Luo.