Issues connecting Messenger e Instagram con Salesforce Digital Engagement

Hi everyone,

We are looking for guidance on integrating Facebook Messenger and Instagram Direct with Salesforce Digital Engagement.

Context

WhatsApp is working correctly in Digital Engagement, but Messenger and Instagram are not connecting at all.

What is happening

• We originally had a standard Messenger channel, which we deactivated.
• Salesforce then created a new Enhanced Messaging channel, but the connection was never successful (it shows as authenticated and active, yet no messages ever reach Salesforce).
• In Meta/Facebook, we cannot see any of the technical settings required for the API:
  • Advanced Messaging
  • Connected Apps
  • Primary Receiver / Handover Protocol
• Salesforce Support suggested that the issue may come from the Facebook Page itself, possibly due to the migration to New Page Experience and loss of API permissions.
• Instagram Direct also fails to connect, even though the Instagram business account is properly linked to the Page and the Business Manager.

Questions

1. Has anyone experienced Facebook Pages losing Messenger API capabilities after moving to the New Page Experience?
2. Did creating a new Facebook Page solve the issue in your case?
3. Do you recommend using native Digital Engagement for Instagram, or a third-party connector / BYOC option?
4. Any best practices for rebuilding the Messenger + Instagram integration from scratch?
5. If possible, could you share any success stories or relatively “smooth” implementations of Meta (especially Instagram Direct) integrated with Salesforce?
   • What approach did you use? (native, partner app, custom integration)
   • Any key lessons learned?

Thanks in advance for any insights or recommendations!

@* Digital Engagement *