What you’ll need:
Any Kommo plan (Base, Advanced, Enterprise, or 14-day trial).
A connected Facebook integration in Kommo.
Keep in mind:
Only verified Facebook Business pages can be connected; personal pages are not supported, and you must have admin rights to the page.
Each Kommo account can only connect to one Facebook account. If you have multiple pipelines, you can link a different Facebook Business Page to each one, but the same page cannot be connected to multiple pipelines.
You can only message customers within 24 hours of their last interaction. If more than 24 hours have passed, you must use a Meta-approved tag.
If a client hasn’t messaged you for over 7 days, you won’t be able to reply to them at all.
Facebook restricts promotional messages after the 24-hour window. Only certain types of messages can be sent, depending on Meta’s approved policies.
FAQs
Possible problems and solutions
Here are some tips on how to deal with common problems:
Cannot connect your Facebook account and/or business page?
You must be an admin of the page.
Your Facebook email must be verified and set as Primary.
Limits on Facebook messages and comments
Facebook has messaging restrictions to prevent spam. Here’s what you need to know:
Extended messaging with tags: If the 24-hour window has closed, you can only continue the conversation using special message tags. The ‘human_agent’ tag extends the messaging window to 7 days, but after that, you won’t be able to message the client unless they contact you again.
Tag usage restrictions: Tags can only be used for specific reasons, such as following up on a customer request. Using them incorrectly, like for promotions, may lead to restrictions on your account.
Read the Meta article to learn more about the Facebook messaging policy here.
If you use Stripe to send payment links via Messenger, add Stripe’s domain to your Facebook Page settings under Messenger Platform > Whitelisted Domains.
Troubleshooting form ads
Can’t find your form in Kommo? Make sure the campaign is active and using the correct Facebook Business Page. You can check your forms here.
Leads not syncing? Check whether your form fields are correctly matched to Kommo fields. To review your form connection, see our article. If needed, also reauthorize the Facebook integration.