Connecting Facebook and Instagram

What you need

• A Facebook Page for your business, and a Facebook account with the admin role on that Page.
• For Instagram: an Instagram professional account linked to that Page.
• An admin account in Nolmo.

Connecting

1. In Nolmo, open Settings → Messenger to connect a Facebook Page's Messenger, or Settings → Instagram to connect an Instagram professional account. Each channel has its own page and is connected on its own; connect both if you want both.
2. Choose Continue with Facebook. Both pages log in with Facebook: as the Instagram page explains, Instagram direct messages reach Nolmo through the Facebook Page the Instagram account is linked to.
3. Log in with your Facebook account (Facebook Login for Business). Nolmo never sees your password; the login happens on Facebook.
4. Review the permissions Nolmo asks for (listed below), select your Page (for Instagram, also the Instagram account linked to it), and confirm.
5. Back in Nolmo, the Messenger page lists your Pages and the Instagram page lists your Instagram accounts, each with the Page it is linked to. Choose the one to connect.
6. Choose which team new conversations go to, and select Connect. A Page already connected for the other channel keeps its team. New messages arrive within seconds.

The permissions Nolmo asks for, and why

• pages_show_list: to list the Pages you manage, so you can choose the one to connect.
• pages_manage_metadata: to subscribe the Page to Nolmo, so new messages are sent to Nolmo, and to end that subscription when you disconnect.
• pages_read_engagement: to read the Page's name and profile picture, so the connection and each conversation show which Page they belong to.
• pages_messaging: to receive the messages people send your Page on Messenger, read the sender's name, and send your team's replies.
• instagram_basic: to read the Instagram account linked to the Page (its username and profile picture), so you can see which account is connected.
• instagram_manage_messages: to receive the direct messages people send that Instagram account, read the sender's name, and send your team's replies.
• Human Agent: to let a person on your team answer up to 7 days after the customer's last message, when the question could not be settled within 24 hours.

Nolmo does not ask for permission to post on your behalf, read or reply to comments, read your ads, or access your personal profile.

What Nolmo does with the messages

• Each Messenger message or Instagram direct message becomes a case in your inbox, with the sender's name, alongside conversations from your other channels. The next message from the same person lands on the same case while it is open.
• The AI classifies the case, pulls in any context you have connected (such as an order), and can write a draft reply that only your team can see.
• A person on your team writes or edits the reply and sends it from Nolmo; it is sent through Meta to the person on Messenger or Instagram. Nothing is sent to Facebook or Instagram automatically.
• Replies follow Meta's messaging windows. Within 24 hours of the customer's last message a reply is sent as usual. From 24 hours to 7 days it is sent with Meta's Human Agent tag, and Nolmo shows how long is left. After 7 days the conversation is marked closed and cannot be answered until the customer writes again.
• Messages are stored in your workspace only, for as long as your retention settings say. They are never shared with other Nolmo customers, sold, used for advertising, or used to train AI models.

Disconnecting

In Nolmo, open Settings → Messenger or Settings → Instagram and choose Disconnect next to the Page or account. Nolmo stops receiving that channel's messages at once. When no channel of the Page is left, Nolmo also removes the Page's subscription to Nolmo and revokes the access you gave Nolmo on Facebook, and the access tokens are deleted. Cases already in your inbox stay there as your team's records until you delete them; see data deletion.

You can also remove Nolmo under Settings & privacy → Settings → Business integrations in Facebook. Meta then stops sending Nolmo messages and Nolmo's access ends; disconnect in Nolmo as well to remove the connection there.

Questions

Write to hei@nuto.no, or book a demo and we will walk you through it.

Contact

Nuto AS, org. no. 833663852, Maurholen 113, 4316 Sandnes, Norway. Email hei@nuto.no.