Connecting a Facebook Page to Pleased turns that Page into a support channel. Messages sent to the Page in Messenger, and posts or comments on the Page wall, can become tickets. Agents reply from Pleased and the customer sees the reply in Facebook — nobody on your team needs to work inside Facebook itself.
Setup is two parts: link the Page through Meta, then configure which brand owns the tickets and which Facebook activity should be captured.
Before you begin
Confirm Control in Meta Business Suite
Do this before you start in Pleased. It is the most common reason a Page fails to connect.
- Open Meta Business Suite.
- Go to Settings > People.
- Select your profile.
- Open Business Portfolio Access.
- Confirm you have at least Partial Control for the Page you want to connect.
Confirm Pleased Settings
- The Channel Settings > Facebook Edit permission in Pleased.
- At least one brand to assign the Page to. See Creating brands.
- If you cannot see these settings you do not have a high enough role and must ask an admin for assitance.
Step 1 — Open Facebook channel settings
- Go to Settings in the left-hand menu.
- Select Channels, then Facebook.
- You will then see the following:
- Active Pages - Pages currently linked and able to create tickets
- Inactive Pages - Pages you have deactivated. They stay in the workspace but no longer capture new activity
If nothing is connected yet, Active Pages is empty until you add a Page.
Step 2 — Add the Page
⚠️ Keep existing Facebook Pages ticked
When adding a new Page, leave all previously connected Pages selected
Unticking an existing Page can disconnect it and stop new tickets arriving in Pleased.com.
- Select Add Page.
- Read the warning, then select Continue to Meta.
- Pleased reminds you of two things before sending you to Meta:
- Keep already-connected Pages selected. Meta will ask which Pages Pleased can access. If you already have Pages linked, leave them ticked. Unticking them can unlink those Pages from Pleased.
- Partial Control is required. Confirm that before you continue.
- Sign in to Facebook if prompted.
- Authorise Pleased.
- Tick every Page you want Pleased to manage — including any that are already connected.
- Confirm.
You are then returned to Pleased. A confirmation appears when the Pages Pleased could access have been connected. They then show in the Active Pages list.
If a Page is missing from the list, you likely do not have control for it. Check Meta Business Suite as described above, then try Add Page again.
Step 3 — Assign a brand and save
Connecting the Page is not enough. Tickets are not created until the Page has a brand and capture options are saved.
- On Active Pages, select Edit on the Page you just connected.
- Choose the brand that should receive tickets from this Page. The hint under the dropdown is: tickets from Facebook mentions and Direct Messages for this account will be assigned to that brand.
- Configure what should become tickets (next step).
- Select Save.
A brand is required. Save is blocked until one is selected. In the Pages list, a Page without a brand shows Brand not configured.
To change the brand later: Settings > Channels > Facebook, Edit the Page, pick a different brand, save.
Step 4 — Choose what becomes a ticket
Each Page has two independent capture options. Turn on only what you want to handle. Both default to off until you enable them.
Include wall posts
Converts posts on the Page wall into tickets. When an agent replies on that ticket, the reply is published back on the Facebook wall.
When wall posts are on, choose how comments on a post are handled:
Add comments from a Post to the same ticket
Follow-up comments stay on the original ticket, so one post is one conversation
Create new tickets when comments from a Post
Each comment becomes its own ticket
The comment options are disabled until Include wall posts is on.
Include Private Messages
Converts Messenger conversations with the Page into tickets. Replies stay private — the customer receives them in Messenger, not on the public wall.
Turn this on if you want Messenger to be a support inbox.
What is not captured
- Posts, comments or messages written by the Page itself (your own Page activity does not create tickets).
- Pages that have not been saved with a brand.
- Pages on the Inactive Pages tab.
Step 5 — Confirm the Page is working
- From a Facebook account that is not the Page, send a Messenger message to the Page, or leave a comment on a wall post — matching whichever capture option you enabled.
- In Pleased, open the helpdesk for the brand you assigned.
- You should see a new ticket. The subject looks like Facebook Message from … or Facebook Comment from ….
- Reply on the ticket. The customer should see that reply in Messenger or on the wall, depending on how the conversation started.
If the ticket does not appear, check out the troubleshooting section at the bottom of this article.
Connecting more than one Page
You can connect several Pages. Assign each to the brand that should own its tickets — typically one Page per market or product.
When you use Add Page again:
- Meta shows every Page you can grant access to.
- Leave already-connected Pages ticked.
- Tick the additional Pages.
- After you return to Pleased, Edit each new Page and assign its brand and capture options.
Deactivate, reactivate and unlink
These actions are on each Page in the Facebook settings list.
Deactivate - The Page moves to Inactive Pages. It stays in the workspace but stops capturing new messages and posts.
Reactivate - Moves the Page back to Active Pages and starts capturing again, using the settings you last saved.
Unlink - Removes the Page from Pleased entirely. It will not appear on Inactive Pages. To use it again, run Add Page and reconnect it through Meta.
Deactivate if you want to pause a Page without losing the connection. Unlink if you no longer want that Page in this workspace.
Troubleshooting
The Page does not appear after connecting. You do not have control for that Page, or you signed in with a Facebook user that does not administer it. In Meta Business Suite go to Settings > People > your profile > Business Portfolio Access. Ask someone with Full Control to update your access, or have them complete the connection.
Connection fails with a Full Business Portfolio Access error. Meta returned no Pages Pleased could use. Fix access in Meta Business Suite, then select Add Page again.
A Page you already connected disappeared. When adding another Page, those existing Pages were unticked in Meta. Run Add Page again and keep every Page you still want selected.
The Page is listed but tickets are not created. Check all of the following:
- The Page is on Active Pages, not Inactive.
- Edit the Page: a brand is selected and saved.
- Include Private Messages is on if you are testing Messenger.
- Include wall posts is on if you are testing wall posts or comments.
- You tested from a Facebook account that is not the Page itself.
Agents cannot reply, or replies do not appear in Facebook. Confirm the ticket came from Facebook (Messenger or a wall post/comment), that the Page is still Active, and that the person who connected it still has Full Control. If Page admins have changed, reconnect with Add Page.
I cannot open Facebook settings. Your role needs Channel Settings > Facebook Edit. Ask a workspace administrator.
FAQs
Can I connect multiple Facebook Pages? Yes. Add each through Add Page, then assign each to a brand.
Do agents need a Facebook login? No. Once the Page is connected, they reply from Pleased.
Can I capture Messenger but not wall posts? Yes. Each option has its own toggle.
Can I change the brand later? Yes. Edit the Page, choose a different brand, save. New tickets use the new brand; existing tickets stay where they were created.
Does connecting the Page automatically start creating tickets? No. You must Edit the Page, assign a brand, turn on the capture options you want, and save.
What happens if I unlink a Page by mistake? Use Add Page and reconnect it. Keep any other connected Pages selected while you do that.
Can I link a Facebook page to multiple brands and environments? No. Each Facebook page can only be linked to a single brand and single environment