Connect a channel
Connect Facebook Pages and their Instagram accounts with Facebook, add a WhatsApp number, and see which channels are coming soon.
Connecting a channel brings its messages into the Mokanata inbox, where your team and your agents answer them. Facebook Pages (Messenger) and the Instagram accounts linked to them connect with a Facebook sign-in; WhatsApp numbers have their own flow.
Coming soon
Messenger, Instagram and WhatsApp are built, and go live once Mokanata's Meta app is approved by Meta. Until then the connect steps on this page say the channel isn't available yet. The other channels listed under Coming soon aren't available yet either.
- Who can use it: Owners and admins, and any role with the Connect and disconnect permission. Everyone else sees Connect channel and every Connect button disabled, and the Add account items are left out of the menus. See Who can change channels.
- Before you start: For Facebook and Instagram, a Facebook account that can manage the Pages you want to connect. To add a WhatsApp number, follow Add a WhatsApp number instead.
Connect Facebook Pages and Instagram
Open Connect a channel
On the Setup page, click Connect channel in the header (or press C on the Channels tab). You can also click Connect next to a platform in the More channels panel under the accounts list.
Choose Facebook or Instagram
Click Connect next to Facebook or Instagram. Step 1 of 2 opens: Connect Facebook Pages or Connect Instagram. To pick another platform, click the back arrow (Back to all channels).
Continue with Facebook
Click Continue with Facebook. Facebook opens in a new window: choose the Pages Mokanata may message from, and keep every permission switched on. An Instagram account comes with the Page it's linked to. While Mokanata checks what Facebook shared, the step says Checking access with Meta….
Switch on what agents reply from
Step 2 of 2 lists the Pages your sign-in shared. Each Page has a Facebook switch and, when an Instagram account is linked to it, a switch with the account's @name (otherwise it says No Instagram account linked). The channel you opened the step for starts switched on for every Page. What's connected already shows Connected and stays as it is.
Instagram accounts need Allow access to messages switched on in Instagram → Settings → Messages and story replies → Message controls → Connected tools.
Connect
Click Connect. A message confirms what was connected, and the new account opens on the Setup page.
Agents don't start on a new channel by themselves
A new account answers nothing on its own: its conversations land in the inbox for your team. To let an agent work it, add the platform in the agent's channels. See Agent settings.
Add another Page or Instagram account
Open Facebook or Instagram on the Setup page and click Add page (or Add account) next to the Accounts heading, or ⋯ in its header, then Add account. The same two steps open. Sign in with Facebook again and switch on the new Page or Instagram account; the ones already in Mokanata show Connected.
When everything your sign-in shared is already connected, the step says "Every Page and Instagram account this sign-in shared is already in Mokanata. Sign in as someone with access to another Page to add it." and offers only Close.
What each channel can do
You sign in with Facebook (Facebook Login for Business) and pick Pages. Mokanata reads and replies to the messages people send your Page on Messenger.
Inside 24 hours of the customer's last message, agents and your team can reply. After that, for up to 7 days, only a person's reply goes out (as a human agent reply); agents' automatic sends stop at 24 hours. Past 7 days nothing can be sent until the customer writes again.
Coming soon
These channels aren't available yet: Email, TikTok, Telegram, LinkedIn, X, Threads, LINE and the website chat. YouTube, Google Business, Phone (voice calls and SMS), Discord and Slack are coming soon too, and you can join their waitlist.
Open YouTube, Google Business, Phone, Discord or Slack
Click Join waitlist next to it in the Connect a channel dialog or the More channels panel. Clicking the platform's name opens its panel, which says it's coming soon.
Join
Click Join waitlist. A message confirms you're on the waitlist: Mokanata notes that this workspace wants the channel, and sends no email. The button turns into On the waitlist.
Troubleshooting
Your role can't connect channels. Ask an owner or admin to connect it, or to give your role the Connect and disconnect permission in Roles and permissions.
Messenger, Instagram and WhatsApp go live once Mokanata's Meta app is approved. Until then nothing can be connected, and nothing was changed.
The sign-in finished without a Page. Sign in again and pick the Pages agents reply from, keeping every permission switched on.
The connection didn't go through and nothing was changed. Check your connection and try again.
Joining the waitlist didn't go through. Click Retry in the message, or Join waitlist again.
Mokanata only offers what your Facebook sign-in shared. Sign in as someone who manages the Page, choose it in Facebook's window, and check that the Instagram account is linked to that Page.