Facebook and Instagram conversations sit in the same inbox as everything else — this article covers the specifics of replying to them.
Where They Appear
The sidebar shows Facebook and Instagram channels with their conversation counts. Instagram conversations show the sender’s IG handle; Facebook conversations show the sender’s Messenger name.
Replying
Open the conversation and type in the composer. On Instagram threads, the composer’s FROM line shows the clinic account you are replying as — so a team member never accidentally replies from a personal account. Templates, variables and AI draft work here like on any channel.
Platform Reply Rules
Meta applies reply windows to business messaging — reply promptly and the window never bites. If a very old thread will not accept a reply, that is the platform’s window, not an Engage error; the client’s next message reopens it.
From DM to Client Record
Social senders often are not linked to a record yet. Use Link patient for existing clients, or Create new to turn an enquiry into a lead — their name is prefilled from the conversation. See our How to Create a Lead or Client from a Conversation in Engage article.
TIP: Ad enquiries deserve speed: create a view filtered to Facebook and Instagram with "waiting on a reply" so paid leads never go cold — see our How to Create Views in Engage article.
Related Articles
We suggest reading our Facebook and Instagram Troubleshooting in Engage article if messages stop flowing.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.