Use the Conversations inbox

Choose a channel

• Facebook Messenger and Instagram Direct use Meta’s secure connection flow.
• Website Chat adds the Movira chat widget to approved websites and booking portals.
• Other channels appear only when their provider setup is available for the environment; Planned or Restricted channels cannot be connected yet.
• Every connection and conversation is scoped to the active Movira location.

Connect Facebook or Instagram

1. 1

   Open CRM → Conversations → Channels and choose Connect channel.

2. 2

   Select Facebook or Instagram and continue to Meta.

3. 3

   Sign in with a Meta account that can manage the required Facebook Page.

4. 4

   Select the Page and grant the requested messaging permissions.

5. 5

   For Instagram, confirm the professional Instagram account is linked to that Facebook Page.

6. 6

   Return to Movira and confirm the channel shows Connected.

Set up Website Chat

1. 1

   Open Channels → Website Chat.

2. 2

   Choose one of the eight launcher styles, a brand colour, and a bottom-left or bottom-right position.

3. 3

   Set the widget name, button label, welcome message, pre-chat message, and message placeholder.

4. 4

   Set Name, Email, and Phone individually to Off, Optional, or Required.

5. 5

   Add each allowed website origin with https:// on its own line.

6. 6

   Choose Preview widget to check the visitor experience without keeping the preview open.

7. 7

   Create the widget, then copy the generated installation code before the closing body tag on every approved page.

8. 8

   Send a test message and confirm it appears in the Inbox.

Work from the unified inbox

• Use All, Mine, Unassigned, Open, Pending, or Resolved to control the queue.
• Filter by Facebook, Instagram, WhatsApp, or Website Chat when those channels are connected.
• Assign ownership so two team members do not answer the same conversation.
• Reply or add an Internal note from the composer.
• Watch sent, delivered, read, or failed status when the provider supplies that event.
• Resolve a finished conversation; a supported new inbound message can reopen it.
• The message panel automatically stays with the newest message while the conversation is being used.

Configure the workspace

• Routing & SLA controls round-robin assignment, unavailable agents, fallback inbox, response targets, and routing rules.
• Saved replies stores reusable answers with a title, shortcut, category, and message body.
• Automation stores conversation-specific trigger and action rules; execution counts appear when a supported worker runs them.
• Analytics shows live conversation volume, response time, workload, resolution, SLA, and channel performance for 7, 30, or 90 days.
• Settings controls inbox behaviour, optional assistance, resolution preferences, transcript access, and the saved retention policy.

If messages are missing or fail

• Confirm the channel still shows Connected and the correct workspace is selected.
• For Instagram, confirm the account remains professional and linked to the selected Facebook Page.
• Refresh the inbox filters and check whether the conversation is assigned or closed.
• Open the failed message for its provider reason before retrying.
• Reconnect the channel if permissions were removed or the social account connection changed.