Table of contents
- What are the Facebook and Instagram chat widgets?
- Key benefits of Facebook and Instagram chat
- How to set up the Facebook and Instagram chat widgets
- Step 1: Create a new widget
- Step 2: Select the chat type
- Step 3: Customise the widget
- Step 4: Share your widget
- Frequently Asked Questions
What are the Facebook and Instagram chat widgets?
Bring real-time Messenger and DM conversations straight onto your website. The new widget types, Facebook Chat and Instagram Chat, let you greet visitors on the Meta channel they already use, increasing response rates and simplifying follow-ups.
Facebook Chat and Instagram Chat are channel-specific options within the Futuria CRM Chat Widget. Instead of opening a messenger on the site, these widget types redirect visitors to the selected Meta channel (Messenger or Instagram DM), so conversations continue natively on Facebook or Instagram.
Each widget type has a dedicated configuration panel in the builder for selecting (or connecting) the correct Facebook page or Instagram business account.
Key benefits of Facebook and Instagram chat
- Frictionless engagement: visitors continue the conversation on Messenger or Instagram DM without having to start a separate thread on the site.
- Channel preference: meet customers on the social platform they already use for everyday messaging.
- Better adoption: take advantage of the Facebook/Instagram logins and apps users already have.
- Unified inbox: keep every Meta conversation inside the Futuria CRM inbox, alongside SMS, email and WhatsApp.
- Continuity across devices: conversations stay in the user's Messenger/Instagram app, so threads follow them across every device without losing the history.
How to set up the Facebook and Instagram chat widgets
Follow these steps to create a Facebook or Instagram chat widget quickly and easily and install it on your website.
Step 1: Create a new widget
Go to Sites → Chat widgets, then select the blue + New button.
Step 2: Select the chat type
In the "Select chat type" pop-up, choose Facebook Chat or Instagram Chat.
If a Facebook/Instagram account is connected but no pages have been selected, a window will open so you can select the page to use in the widget.
Important: you cannot select Facebook Chat or Instagram Chat here unless a matching account is already connected to your account. If you do not have a connected account yet, the link in the window will prompt you to connect one (for example, Connect Facebook/Instagram in the integrations). Open this link, connect your account, then come back to this selector to choose the chat type.
Step 3: Customise the widget
Customise the Style, Chat window and Messaging tabs as you need (colours, greeting text, launcher icon) to build a widget that matches your brand. For further design options, see the overview of chat widget customisations.
Within the Chat window tab, you can change the Facebook/Instagram account connected to the widget. If needed, click the Connect a Facebook/Instagram account button to open the connection window and add more pages/accounts.
Once you have made all the changes you need, save your widget.
Step 4: Share your widget
To install this widget on a third-party site, click Get code, then embed the code snippet in your website/funnel wherever you want the widget to appear. If you are installing it on a Wordpress site, click Get it for Wordpress. This widget can also be installed directly in the Futuria CRM Funnel and Website builders.
To find out more, see the guide on how to install the Futuria CRM chat widget.
Frequently Asked Questions
Can I enable both Facebook and Instagram in a single widget?
No. Each widget is tied to a single channel. To offer several channels, use the All-in-One chat widget.
Will the conversations appear in the Conversations section of Futuria CRM?
Yes, provided your Facebook/Instagram integrations and permissions are connected correctly and messaging access is enabled.
Can I run automations on incoming messages?
Absolutely! Use the Facebook Message or Instagram Message workflow triggers to add tags, assign or route the chat.
Does the visitor need to be logged in to Facebook or Instagram?
Yes. If they are not logged in, the Meta login screen will open first.
Do the Style and Messaging settings work differently for the Facebook/Instagram widgets?
No. Styling and positioning behave just as they do for the other chat types. The main difference is where the conversation takes place (on Meta rather than on the site).