Conversation Routing for Facebook Messenger

To make sure Manychat routes your customer messages correctly, set up Conversation Routing on your connected Facebook Page.

This article explains what Conversation Routing is and how to configure it for Facebook.

What is Conversation Routing

Conversation Routing determines how incoming messages are automatically handled by apps connected to your Page, such as Manychat. It allows you to specify which app should respond to messages based on their entry point — for example, from ads, links, or organic chats — ensuring a seamless operation between automation and live support. 

Meta introduced this system to create richer conversations between businesses and customers. Instead of requiring complex business logic inside each app, Conversation Routing coordinates multiple apps to work together seamlessly. 

If only one app is connected to your Page, it will automatically handle all messages. When multiple apps are connected, Conversation Routing directs each message to the correct app to avoid conflicts or duplicate replies.
 

Setting up Conversation Routing for Facebook Messenger

To ensure messages are routed correctly, start by setting Manychat as the default app on your Facebook Page. Follow these steps:

1. Open your Facebook Business Page Settings and switch to the Page setup tab.
2. Click on Messenger conversation routing.
3. If you see that there's no default routing app selected:
   • Click the Set up button.
   • In the pop-up that opens click Get Started.
   • Select Manychat from the dropdown menu.
   • Click Continue to save Manychat as a default app.
4. If there's a default routing app already selected:
   • Click on the three-dot menu button.
   • Select Edit.
   • Select Manychat from the dropdown menu.
   • Click Save to add Manychat as a default app.

Once you’ve added Manychat as a default app, you have to check if the advanced messaging settings are on for Manychat:

1. Open your Facebook Business Page Settings and switch to the Page setup tab.
2. Click on the Advanced messaging.
3. Under Connected apps, click the Edit button next to Manychat’s name.
4. Make sure that all toggles are on in the pop-up window, and click Save.

After all steps are completed, make sure to refresh permissions for Facebook to see the changes live.