To make sure replient.ai routes your customer messages correctly, set up Conversation Routing on your connected Facebook Page.
This article explains what Conversation Routing is and how to configure it for Facebook Messenger.
What is Conversation Routing?
Conversation Routing determines how incoming messages are automatically handled by apps connected to your Page, such as replient.ai. It allows you to specify which app should respond to messages based on their entry point - for example, from ads, links, or organic chats - ensuring a seamless operation between automation and live support.
Meta introduced this system to create richer conversations between businesses and customers. Instead of requiring complex business logic inside each app, Conversation Routing coordinates multiple apps to work together seamlessly.
If only one app is connected to your Page, it will automatically handle all messages. When multiple apps are connected, Conversation Routing directs each message to the correct app to avoid conflicts or duplicate replies.
Setting up Conversation Routing for Facebook Messenger
To ensure messages are routed correctly, start by setting replient.ai as the default app on your Facebook Page. Follow these steps:
Open Facebook and on the top right click your profile Icon and switch to the page you want to adjust it for.
Open your Facebook Business Page Settings and switch to the Page setup tab.
Click on Messenger conversation routing.
If you see that there's no default routing app selected:
Click the Set up button.
In the pop-up that opens, click Get Started.
Select replient.ai from the dropdown menu.
Click Continue to save replient.ai as the default app.
5. If there's a default routing app already selected:
Click on the three-dot menu button.
Select Edit.
Select replient.ai from the dropdown menu.
Click Save to add replient.ai as the default app.
Once you've added replient.ai as the default app, check if the advanced messaging settings are on:
Open your Facebook Business Page Settings and switch to the Page setup tab.
Click on Advanced messaging.
Under Connected apps, click the Edit button next to replient.ai's name.
Make sure that all toggles are on in the pop-up window, and click Save.
After all steps are completed, make sure to go to learning tab, click the 3 dots next to instagram and refresh your permissions in replient.ai to see the changes.
Still not working?
If Messenger DMs are still not being imported after completing the steps above, please contact our support team.