Integration
Facebook and Instagram in Naffes CRM: messages, comments and leads
With one Facebook login, Naffes CRM connects your Pages and their linked Instagram business accounts: DMs and comments land in the inbox, every Lead Ads submission becomes a contact and a deal, and campaigns are measured by revenue, not clicks, within the permissions Meta grants the Naffes app.
What the connection gives you
When a relationship starts with an ad, a post or a Page message rather than a website visit, part of it gets lost if it stays inside Meta's apps. This integration brings those first touches into one place and ties them to the pipeline:
- Direct messages. Messenger and Instagram DMs arrive in the shared inbox, create a contact for new senders, and get the same notifications and automations as other channels.
- Public comments. Comments on your Page's and Instagram account's posts show in the inbox and on a comments screen, where you reply publicly, hide them or turn the commenter into a lead.
- Lead Ads. Every form submitted from a Facebook or Instagram ad becomes a contact and a deal, with the answers saved as a note, ready for lead management.
- Posts. Publish to the Page or Instagram now or at a scheduled time.
- Ad campaigns. Meta campaigns sync with spend, impressions and clicks so you can measure return.
These features depend on Meta granting permissions to the Naffes app, and some are still in Meta's review. The connection screen shows, per Page, what Meta has actually granted, so you know what works before relying on it.
Connecting your Pages
Open the Meta settings
As a workspace admin, open Marketplace and choose Facebook & Instagram, or go straight to the Meta integration settings.
Log in with Facebook
Click Connect Facebook, pick the Pages Naffes may access in Facebook's dialog and approve. No Meta developer account is needed; the app is Naffes' own.
Activate Pages
Under Pages, click Activate on each Page whose messages, comments and leads you want. A Page can be switched off later without losing history.
Check what works
Open What works on this Page to see which permissions Meta granted for each Page.
Link ad accounts
In Marketing > Ad campaigns, choose the ad accounts to sync so campaigns and spend flow in automatically.
What moves, and which way
| Data | Direction | Detail |
|---|---|---|
| Messenger and Instagram DMs | Both ways | Replies with text and attachments from the inbox, inside Meta's 24-hour window |
| Comments | Both ways | Public reply, hide, or turn the commenter into a contact |
| Lead Ads leads | Meta to Naffes | New or updated contact, a company when given, a deal by default, and a note with the answers |
| Posts | Naffes to Meta | Immediate or scheduled; Instagram posts need an image |
| Ad campaigns | Meta to Naffes | Campaigns, ads, spend, impressions and clicks, hourly or with sync now |
Lead Ads contacts get the source Facebook Lead Ads or Instagram Lead Ads and are linked to their campaign; duplicate deliveries are ignored. Because campaigns connect to their leads and deals, the Ad campaigns screen shows cost per lead, return on ad spend and won revenue per campaign. Any Messenger or Instagram conversation can also become a support ticket, with replies going back on the same channel.
Limits
- Reply-only. A business cannot start a new DM from Naffes, and replies work inside the 24-hour window after the customer's last message; the human agent tag Meta allows for longer replies is not used.
- Bots run on WhatsApp only. There are no bot replies on Messenger or Instagram; for conversational bots see WhatsApp in Naffes.
- Some mapping is API-only. Custom field mapping for a Lead Ads form and manual ad-to-campaign mapping have no screen yet.
- Other ad platforms. Google, TikTok, LinkedIn, Snapchat and X leads are not imported; their spend is entered by hand.
- Meta decides permissions. Any permission Meta has not granted to the Naffes app keeps the matching feature off for your Page.
Questions
Questions 4
Do we need a Meta developer account or our own app?
No. The connection uses the Naffes app, and you choose which Pages it may access when you log in with Facebook.
Can we message a Lead Ads lead on Messenger first?
Not from Naffes, because Messenger and Instagram are reply-only. Reach the lead by email, phone or WhatsApp from their record.
What happens when a Lead Ads lead comes in?
The contact is created or updated, a company is created if the form includes one, a deal is opened by default, the answers are saved as a note, and the lead is linked to its campaign.
Why aren't comments or messages working on our Page?
Open What works on this Page. If Meta has not granted that permission to the Naffes app, the feature stays off until it does. Also check that the Page is activated.