You can connect communication channels such as Facebook, Instagram, and WhatsApp to Bitrix24. All customer messages go directly into Bitrix24, so you can respond quickly without switching between apps.

Meta's messaging policy applies to these channels. Follow it to ensure your messages are delivered to customers.

How to communicate via direct messages

Customers need to start the conversation because companies cannot message first. Once a customer sends a message, your company has 24 hours to reply, answer questions, provide details, or send promotional offers.

After 24 hours, messages will no longer be delivered, and a Message was not delivered notification appears in Bitrix24. The conversation resumes only when the customer sends another message, which resets the 24-hour window. To avoid losing contact, set up automatic messages to notify customers if an agent cannot respond in time.
How to set up an auto-reply to customer messages

The response time for WhatsApp is limited to 24 hours. For Facebook and Instagram Direct, you can extend the messaging window to 7 days. After 24 hours, Meta only allows replies that relate to the customer’s original inquiry. For example, if a customer asks about the order status, you can provide tracking details. Sending other types of messages, such as promotions, discount offers, or unrelated content may lead to your Facebook or Instagram account being blocked.
Extend response time for Facebook and Instagram

How to respond to comments

Facebook: Comments. You can reply to customer comments at any time without limits on the number of messages.

Instagram Direct. When a customer leaves a comment on a post, you can send them a direct message only once within seven days. After that, new messages will not be delivered until the customer accepts the chat request in Instagram.
How Instagram customer chats work