Who This Is For / When to Use
Teams using Facebook Messenger for lead follow-up or customer communication.
Accounts that want to automate Messenger outreach based on workflow conditions.
Use cases such as lead engagement, reminders, or post-action follow-ups.
Prerequisites
Before using the Messenger workflow action:
A Facebook Business Page must be connected in Account Settings > Integrations.
Messenger must be enabled for the connected Facebook account.
The contact must have previously messaged the connected Facebook Page within the allowed Facebook messaging window.
If these requirements are not met, messages will not be delivered.
What the Messenger Action Does
The Messenger action sends a Facebook Messenger message to the contact when they reach that step in the workflow.
You can:
Send a custom-written message.
Use a saved Messenger template.
Personalize messages using custom values (for example, contact name fields).
This action only sends messages through Facebook Messenger. It does not send SMS or email.
How to Add the Messenger Action to a Workflow
Step 1: Create or Edit a Workflow
Go to Automations > Workflows.
Click Create Workflow or open an existing workflow.
Step 2: Add a Workflow Trigger
Click Add New Trigger.
Select the trigger that determines when the Messenger message should be sent.
Step 3: Add the Messenger Action
Click the + icon below the trigger.
In Actions, search for and select Messenger under Communication.
Step 4: Configure the Messenger Action
(Optional) Update the Action Name. This only changes how the step appears in the workflow builder.
Select a message Template, or leave it blank to write a custom message.
Enter your message in the Message field.
Use the custom value picker to insert dynamic fields (for example, contact first name or last name).
Step 5: Save the Action
Click Save Action to apply the configuration.
Step 6: Save, Test, and Publish the Workflow
Click Save in the top-right corner.
Use Test Workflow to validate message delivery.
Toggle the workflow from Draft to Publish when ready.
Using Custom Values in Messenger Messages
Custom values allow you to personalize Messenger messages automatically.
Common examples include:
Contact first name
Contact last name
Appointment details
Account or user fields
Custom values are inserted at send time and reflect the contact’s current data.
Common Issues and Fixes
Messenger Message Is Not Delivered
Confirm the Facebook Business Page integration is active.
Verify the contact previously messaged the connected Facebook Page.
Check that the message is sent within Facebook’s allowed messaging window.
Custom Values Are Blank
Ensure the contact record contains data for the selected fields.
Confirm the correct custom value was selected in the message editor.
FAQ
What is the Messenger workflow action?
It sends an automated Facebook Messenger message to a contact when they reach a specific step in a workflow.
Does this work with personal Facebook profiles?
No. Messenger automation only works with Facebook Business Pages connected through account integrations.
Can I use message templates?
Yes. You can select from previously created Messenger templates or write a custom message.
Can I personalize Messenger messages?
Yes. You can insert custom values such as contact name fields, which populate automatically at send time.
How do I test Messenger messages before publishing?
Use the Test Workflow button to confirm the Messenger action sends as expected before publishing the workflow.