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Facebook, Instagram and TikTok: messages and comments
Connect a Facebook Page, an Instagram business account and a TikTok business account. Private messages and comments on your posts arrive as chats in Cortex Chat and turn into client records.
Steps
2
Allow both messages and comments, or only one of them.
3
Link the session to a Cortex Unit so a record is created for every new client. See how a chat becomes a client record.
4
Add employees as the session’s members with Select Users, then reply from Cortex Chat.
What each channel can do
Feature
Facebook Messenger
Instagram
TikTok
Private messages
✓
✓
✓
Comments as chats
✓
✓
✓
Public reply to a comment
✓ Text or image
✓ Text only
✓ Text only
Private reply to a comment
✓
✓
—
Hiding and deleting a comment
✓
✓
—
Reacting with an emoji
Any emoji
❤️ only
—
Messaging window
24 hours
24 hours
None
Message length
2,000 characters
1,000 bytes
—
Sending media
Images, video, audio and files
Images, video, audio and PDF
Images only
Guides in this group
Topic
Guide
Connecting a Facebook Page
Connecting an Instagram account
Connecting a TikTok account
Comments as chats
Public reply to a comment
Private reply to a comment
Hiding and deleting a comment
The 24-hour and 7-day messaging window
Message length and media
Expired connections and reconnecting
Turning off messages or comments for a session
Reacting with an emoji
Limits reference
Troubleshooting
Leads from ad forms have their own guide: Lead ads: from the ad form to a ready record.
A real example
Namaa Academy
The situation
A course ad on Instagram collected 200 comments asking “How much?”, and the team replied by hand from a phone.
What they did
- They connected the account, and the comments became chats in one inbox.
- An employee answers each comment with a private reply that has the price and the sign-up link.
- Everyone who commented became a record in the “Leads” unit.
The result
Public comments turned into private chats the team can follow up and measure.
A made-up company, to show the idea. The numbers are rounded.
Good to know
A page or account can be linked to only one workspace.
There’s no limit on how many pages or accounts you connect.
A Facebook Page and the Instagram account linked to it share one authorization, so if it expires, both stop together.
Did this guide solve it?
If not, we’ll ask what was missing.