Skip to main content
There are two Meta connections in ShopWrk. One is for Instagram DMs and Facebook Messenger. The other is for Facebook Lead Ads. Start both from Settings → Integrations. Do not start from Conversations. Do not start from Forms. Connecting one does not turn the other on. Disconnecting one does not turn the other off.

​
Two connections on Integrations

Instagram & Messenger

Click Connect on this card for DMs. Facebook Login asks for messaging access. Then you pick Pages. Pages with a linked Instagram Business account show Instagram + Messenger. Pages without it show Messenger only.

Facebook Lead Ads

Click Connect on this second card for Facebook lead forms. You pick Pages again. After that, Marketing → Forms still picks the form and maps its fields.
You can connect the same Page for both. A messaging connection does not grant lead forms. A Lead Ads connection does not grant Instagram or Messenger.

​
How this fits Conversations, CRM, and automations

Messaging puts Instagram and Messenger threads in Conversations. A new person who DMs the shop shows up as a contact you can open from that thread. You can reply there even if ShopWrk calling is not set up yet. Lead Ads is the other path. When someone fills your Facebook lead form, they land in ShopWrk as a lead. Import that form under Marketing → Forms, then build a Meta Lead Form automation so the follow-up, tags, and texts run on their own.

​
Connect Instagram and Messenger

1

Open Settings, then Integrations

Use the Instagram & Messenger card. Not Conversations. Not Forms.
2

Click Connect

Facebook Login asks for messaging access. If that access is missing, ShopWrk asks you to reconnect.
3

Pick Pages

Choose which Facebook Pages this connection is for. ShopWrk only connects the Pages you pick.
4

Confirm what connected

A Page with a linked Instagram Business account is labeled Instagram + Messenger. A Page without one is labeled Messenger only. Instagram does not appear unless that linked account exists.
ShopWrk brings in recent DMs so Conversations is not empty after you connect. If that import fails, the connection still succeeds. After you connect, the button on the card becomes Manage pages. Turn extra Pages on or off there without another Facebook Login. That lasts until the card shows Needs reconnect.

​
Connect Facebook Lead Ads

1

Stay on Integrations

Use the Facebook Lead Ads card. It is the second Meta entry, not Instagram & Messenger.
2

Click Connect

Facebook Login asks for Lead Ads access. This does not turn on ads tools inside ShopWrk.
3

Pick Pages

Choose which Pages should receive Facebook lead forms. Same picker idea as messaging. You are not connecting every Page by default.
4

Import the form in Forms

Go to Marketing → Forms, then Connect Facebook. Pick the connected Page, pick the form, map each Facebook question to a ShopWrk field, and click Connect form. Form choice does not live inside Automations.
Connecting a form does not pull in old Meta leads. New leads come in after the form is connected. You can import recent retrievable Meta leads later from that form’s detail page.
A Meta Lead Form automation needs exactly one imported form. Connect Facebook Lead Ads here first, then import the form in Forms, then pick that form on the automation.

​
Needs reconnect

ShopWrk keeps the connection fresh on its own. When Facebook will not refresh it, the card shows Needs reconnect or Expired. Until you reconnect, ShopWrk will not send Instagram or Messenger replies on that connection, and it will not take in new Facebook leads for that connection. Click reconnect and complete Facebook Login again.

​
Reply in Conversations

Once messaging is connected, Instagram and Messenger threads show up in Conversations. Open a thread and reply from the composer, the same way you reply to a text.

​
Images and files

You can send 1 to 10 images in one Instagram or Messenger message. You cannot send 11. You can send one video, one audio clip, or one file in a message. Do not mix a video with extra images. ShopWrk will not send that mix.

​
How long you can reply

Meta limits how long a shop can message someone after they last wrote in.
  • For 24 hours after their last message, you can reply normally from Conversations.
  • From 24 hours to 7 days, you and your automations can still send. After 7 days, ShopWrk will not send.
  • AI replies only work in the first 24 hours. If that window is closed, ShopWrk skips the send and shows why.

​
Shared posts and stories

When a customer shares an Instagram post or reel in a DM, ShopWrk shows a preview image if Facebook provided one, plus a title. Click it to open the post on Instagram. If there is no image, you get a simple link, not an empty card. When they reply to your story, the thread shows small text in the middle: Replied to your story. When they mention the shop in a story, it shows Mentioned you in a story. If they also typed words, those sit in a normal bubble. ShopWrk does not play the story in the thread.

​
Disconnect one connection without losing the other

On the Instagram & Messenger card, Disconnect turns DMs off for those Pages. Lead Ads on the same Page stay on. On the Facebook Lead Ads card, Disconnect turns lead forms off. Instagram and Messenger on that Page stay on. Neither disconnect removes the other connection’s Pages.

​
Automations that use these connections

After messaging is connected, automations can wait for Instagram Message Received, Facebook Message Received, Instagram Comment Received, or Facebook Comment Received. See message and comment triggers. After Facebook Lead Ads is connected and a form is imported, use Meta Lead Form with exactly one form. See Meta Lead Form.