Set Boxify as Your Page's Default Messaging App

Open in ChatGPT

If you turned on Facebook’s own Auto-Reply, Instant Reply, or FAQ feature on your Page, Boxify may stop receiving new customer messages. There is no error message — messages simply stop coming in.

This happens because Facebook only lets one app reply to a conversation at a time. When Facebook’s own auto-reply feature is on, it can take over the conversation and shut Boxify out.

Follow the steps below to give the conversation back to Boxify.

Step 0: Switch to your Facebook Page profile

Every setting below belongs to your Page, not your personal profile. If you are still on your personal profile, the options will not be there.

1. Go to facebook.com

2. Click your profile picture at the top right.

3. Choose your Page from the list to switch into it.

   

Once the top-right picture shows your Page, continue with Step 1.

Step 1: Allow Boxify to manage your conversations

1. Go to facebook.com/settings/?tab=advanced_messaging

2. Find BOXIFY LIVE under Connected Apps and click Edit.

   

3. Turn on all the toggles, then click Save:

   • Messenger Permissions — Access standby channel, Take control of conversations
   • Instagram Permissions — Access standby channel, Take control of conversations

   

   Note

   Turn on the Instagram toggles as well, even if you do not sell on Instagram — leaving them off does no harm, but turning them on means you will not have to redo this step if you add Instagram later.

Step 2: Make Boxify your Page’s main messaging app

1. Go to facebook.com/settings/?tab=msgr_conversation_routing

2. Under Default routing app, choose BOXIFY LIVE.

   

This tells Facebook to send new conversations to Boxify first, instead of Facebook’s own Page Inbox.

Step 3: Turn off Facebook’s own Auto-Reply (recommended)

1. Open Meta Business Suite.
2. Go to Inbox › Automations.
3. Turn off Instant Reply and FAQs for Messenger.

Caution

Even with Steps 1 and 2 done, Facebook’s Instant Reply or FAQ automations can still jump in and reply to a customer — for example, right when they send their first message. For a live-selling business, you don’t want Facebook’s bot replying to a customer while they’re in the middle of checking out. Turning this off avoids that risk completely.

Check that it worked

1. Send a test message to your Page from a different Facebook account.
2. Check that the message shows up in Boxify as usual.
3. Confirm Facebook’s own auto-reply does not reply in the same conversation.

If a conversation is still stuck

Existing conversations that started before you made these changes may not switch over right away. If a customer says they’re not getting replies, ask them to wait a few days — the conversation will reset back to Boxify on its own.

See also:

• Troubleshooting FB Messaging
• Customers Not Receiving Order or Shipping Notifications