2.7 Social Media Direct Messages (Facebook & Instagram Leads)

Purpose:

Seamlessly manage direct messages (DMs) sent to your agency's official Facebook Page and Instagram Business profile directly within the unified Close Master Conversations inbox, treating these inquiries just like any other lead channel.

Setup (Requires Admin Permissions):

  1. Navigate to Settings → Integrations: Access the main account settings.
  2. Connect Facebook Account: Find the Facebook integration section and click Connect. You will be prompted to log into the Facebook profile that has Admin access to your agency's Facebook Page. IMPORTANT: During the connection process, ensure you grant ALL requested permissions to Close Master (LeadConnector). Skipping permissions can break the integration.
  3. Select Facebook Page(s): Choose the specific Facebook Page(s) associated with your agency that you want to connect.
  4. Enable Messenger/IG DM Toggles: Make sure the toggles for Facebook Messenger and Instagram Direct Messages are switched ON for the selected Page(s).
  5. (Prerequisite) Link Instagram: Ensure your Instagram account is set up as a Professional Account (Business or Creator) and is correctly linked to the corresponding Facebook Page within your Facebook Page settings. This connection is required for the Instagram DM integration to work.
  6. Save Integration.

Lead Capture Mechanism:

  • New Message from Unknown Sender: When someone sends a direct message to your connected Facebook Page or Instagram profile for the first time (and they don't already exist as a Contact with that social profile linked), Close Master automatically creates a new Contact record. It typically uses the person's Facebook or Instagram profile name as the initial contact name.
  • Message Appears in Conversations: The incoming message immediately appears in your Close Master Conversations inbox, just like an SMS or email would, allowing you or an assigned agent to see and respond quickly.
  • Subsequent Messages Threaded: All future messages exchanged with that person via that social channel will be added to the same conversation thread within Close Master.
  • Auto-Populate Contact Info: If the person types their email address or phone number directly within the chat conversation, Close Master often automatically recognizes and adds this information to the corresponding fields on their Contact record, saving you manual data entry.