Set Boxify as Your Page's Default Messaging App

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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 1: Allow Boxify to manage your conversations

Go to facebook.com/settings/?tab=advanced_messaging.
Find Boxify under Connected Apps.
Turn on both:
- Access standby channel
- Take control of conversations

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

Go to facebook.com/settings/?tab=msgr_conversation_routing.
Under Default routing app, choose Boxify.

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)

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

Check that it worked

Send a test message to your Page from a different Facebook account.
Check that the message shows up in Boxify as usual.
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.